Usabilla Global Exchange 2018, The Customer Experience Award Winners
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Usabilla Global Exchange 2018, The Customer Experience Award Winners

on / by Meghan Horvath

Every year, during the Global Exchange, Usabilla organizes an Award Session to recognize and celebrate the most innovative and customer-centric organizations that work with a Voice of Customer solution.

After a close look, two nominees per category were selected. For the Most Innovative Implementation, the nominees selected were DHL and Sandvik, and for Most Customer-Centric Organization, the nominees were FedEx (TNT) and Centraal Beheer.

After presenting the nominees and their case, we invited participants to vote on their top pick, during our Exchange event using a QR-code. Following the vote, the winners were announced live during the Global Exchange event taking place yesterday in Amsterdam.

We’re pleased to now formally announce the winners!

DHL Named Most Innovative

We chose DHL for the Most Innovative Implementation thanks to their out-of-the-box way of implementing Usabilla. In this short video, DHL presents their submission.

They’ve incorporated Usabilla on the handhelds of their delivery teams to gauge their opinions on the usability/UX of different applications that are installed on those handhelds. This is a unique use of Usabilla that connects the offline delivery space with digital. Not only does this enable a direct communication line between couriers and the operational teams behind them, but also it gets packages even faster to their destination.

In Nicole Rem’s own words, Manager Operations Systems at DHL: “We contacted Usabilla and together we created this new product that’s a website but with the look and feel of an application. You can find it on every single courier device and it enables them to share their thoughts and ideas on the spot every day, day in and day out. So for me, it feels like I’m in the car with every courier on a daily basis because I get feedback from everybody throughout the country.”

Centraal Beheer Named Most Customer-Centric

And for this year’s award for Most Customer-Centric Company, we choose Centraal Beheer (Achmea). In this short video you can view their submission.

The Dutch insurance company makes the bold statement that excellent CX is as important as revenue. This philosophy is in practice in all layers of the organization and is even reflected in the mission statement. Improving CX is part of everyone’s daily job and it is taken into account all the way from product design (MVP) to customer support and service.

As Thomas van den Berg, UX & CRO Specialist at Centraal Beheer puts it: “We made sure that the online feedback that we gather is delivered directly to the teams responsible for the optimization. That means those teams are in contact with the emotions of our customers and they can act on it. Next to the online feedback that we gather through Usabilla, we also gather feedback from our other channels, for example from our usability lab, to make sure that our omnichannel experience is excellent.”

Global Exchange 2019 Awards

We look forward to meeting and welcoming the CX professionals at next year’s edition of the Global Exchange, in the meantime we’re grateful and proud to have presented all the nominees!

You can view all the nominees’ submissions in their short introduction videos – Most Innovative Implementation: DHL and Sandvik & Most Customer-Centric Organization: FedEx and Centraal Beheer Achmea.

Article by

Meghan Horvath

Meghan lives in Amsterdam as Marketing Content Writer at Usabilla. She’s from Chicago, though likes to pretend she's from Brussels. When she's not cringing at the Oxford comma, she's drinking wine and listening to French podcasts.

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