Category Criteria

a. What was your challenge?
(Define your CX challenge/’s and or objectives. How did you identify these via research, insights, customer and staff feedback etc.)

b. What did you do, how did you approach it, and who did what?
(Explain your strategy to above challenges, the approach you took, who was involved from what departments and over what time period. Consider the approach to your CX culture change within. Cover the customer journey from welcome, getting to know you and win back. What impact did it have on advocacy? Share any activities directed at internal management and staff training and immersion. How did you embed staff for the future? How did the organisation engage as a whole?)

c. What was the impact?
(How did you measure the impact, what did you learn and what were the specific impacts on customers, staff and the business as a whole)


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