Vodafone was named the High Achiever in Omni Channel Customer Engagement for excellence in current and future customer engagement capabilities in traditional and digital channels. Bobbie Bichel, Senior Manager, Customer Presales and Service, accepted on behalf of Vodafone.
In the Customer Analytics category, Consumer Affairs was named high achiever for excellence in leveraging analytics to deliver differentiated customer experiences, while driving improvements in operational KPIs for the organization. Eric Jenkins, Chief Operations Officer, accepted on behalf of Consumer Affairs. Consumer Affairs was also named the high achiever in the Web Customer Experience Category, for excellence in web self-service, chat, and integrated customer collaboration and support capabilities.
T-Mobile was named High Achiever for excellence in social media customer service. This includes internal channels such as customer communities and support forums, as well as external channels such as Facebook and other social media sites. Michelle Mattson, Director of Social Media Care, accepted on behalf of T-Mobile.
Other Winners were also honored:
- StubHub – Accepting on behalf of StubHub is Mary Hill, Manager, Customer Service and Social Media for social media excellence
- Dollar Shave Club – Accepting on Behalf of Dollar Shave Club is Ken Mirch, Director of Member Services, for omni channel customer experience
- Rocana – Accepting on Behalf of Rocana is Melissa Hueman, Director of Customer Success, for omni channel customer experience
About The Customer Service Excellence Recognition Program
The Customer Service Excellence Recognition Program, made possible through the coordination of the Frost & Sullivan Customer Engagement Digital Transformation practice, Frost & Sullivan Research Insights practice and the Frost & Sullivan Customer Contact Executive MindXchange, honors companies and individual leaders that are shaping the future of Customer Service. Honored recipients have demonstrated achievement in one or more of five categories: Omni-channel Customer Experience, Mobile Customer Care, Web Customer Experience, Social Media Customer Engagement and Customer Engagement Analytics. There are several honorees in each category, from which one Highest Achiever in each category is identified.
Companies are vetted through a rigorous two-stage evaluation process. The initial stage involves the completion of a questionnaire application. Questions posed will range from customer engagement capabilities to business outcomes. Entrants are free to apply in one or more categories, provided responses are complete for each section.
Qualifying companies will then progress to the second stage for evaluation by a judging panel consisting of experts from the industry and Frost & Sullivan research analysts.
For more information about the Customer Service Excellence Recognition Program, please go to www.frost.com/recognition.