By Karen Wheeler, Vice President and Country Manager, Affinion UK
On Tuesday, October 2, 2018, companies and employees around the world will celebrate the sixth Annual CX Day. It is a fantastic opportunity to champion great customer experience and the people behind the scenes who make it happen.
At Affinion UK we are passionate advocates of customer experience (CX) and have spent the last 40 years helping more than 5,000 clients deliver compelling experiences for their customers.
We love to mark CX Day as it allows us to take stock annually, with our teams across the world celebrating our own progress and achievements, as well as those of our clients’ and the industries they work in. With that in mind, here are our CX highlights of 2018.
- Transformation starts with personalisation
This year we have been recognised by Focus Money, a leading financial magazine in Germany following an in-depth evaluation of national bank premium-accounts. Focus Money identified the HVB Exklusiv account as the winner and put Deutsche Bank Best account in third place. Both of these accounts embed Affinion solutions and benefit from the personalised added value services on offer that drive high-level CX. This is a fantastic result for our clients and independent validation of the success of our products. In their assessment, the experts rated the worldwide emergency cash service and travel and ticket service with reimbursement as particularly strong assets.
- It’s all about the experience
In the UK, Affinion International Travel has been recognised for a number of national awards. The Travel Weekly Agent Achievement Awards are the pinnacle of excellence for the UK travel trade and in 2018, Affinion International Travel was named the Call Centre Agency of the Year. Voted for by suppliers, it is testament to Affinion’s commitment to offering its customers the very best service and demonstrates how the team in Kettering, UK has delivered an unparalleled CX.
- Passion and commitment builds relationships
Helping our clients build longer lasting connections with their customers is what we strive to accomplish every day, and to be recognized by a client for our work is a great honour. This year, we have also been announced the winner of the ‘Best Initiative to Improve Customer Experience’ for a leading bank in the Nordic region. The award looked to identify a vendor that demonstrates passion to co-drive initiatives to excel customer experience of the banks’ customers.
- A happy, healthy team is the key to engagement
Finally, after a three-day rigorous on-site assessment by the Investors in People accreditor, Affinion’s UK office in Portsmouth was reaccredited with the Investors in People Health and Wellbeing Award. Assessed against a new framework, the revamped criteria are particularly hard to achieve. Securing this award shows once again that Affinion is an industry leader in employee health and wellbeing which is really important to us as we believe quality CX can only be delivered by happy teams. The assessor noted our exceptional engagement and wellbeing strategy and said it is the best she had ever seen, describing our workforce as “engaged and motivated.”
In all we do, we want to make customers’ lives better, safer and more enjoyable and this wave of awards across the globe and in different categories is evidence of our success to date. We won’t rest on our laurels however. Over the next year, we will continue to champion quality CX and develop strategies for our clients that genuinely build emotional connection between brands and customers and offer excellent ROI.
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