CX Leader of the Year 2019: Five highly commended applicants revealedby
On 7 November we'll be crowning the winner of the inaugural CX Leader of the Year award. As a build up to the big announcement, we're revealing the five highly commended applications picked by our judges.
Having pored over the applications from the 25 CX leader finalists, our panel of expert judges were so impressed by the calibre of entrants that, in addition to annointing one individual as the 2019 CX Leader of the Year, they have handpicked five fellow applicants for special commendation.
The five applicants receiving highly commended honours are:
- Charlotte Dunsterville, chief customer officer, Sure Telecom.
- Ian Hunt, chief customer officer, Close Brothers.
- Clint Payne, senior manager, customer experience, MultiChoice.
- Paul Harris, executive director CX, Curo Group.
- Moronke Bamgbala, head of customer experience, ARM Pensions.
Charlotte Dunsterville, chief customer officer, Sure Telecom
As chief customer officer of Sure Telecom, Charlotte's work has contributed to Sure Telecom having led the market in both mobile and broadband NPS scores against its competitors for the last four years, while employee engagement scores have also increased significantly during her tenure.
CX Leader of the Year judge Ian Golding praised Charlotte's achievements: "To achieve such a robust focus on CX in an industry that is struggling to do so around the world is a remarkable achievement. Irrespective of size and scale, many others could learn a lot about Charlotte’s approach to creating such an effective focus on customer experience that is delivering tangible results."
Read more about Charlotte's achievements, and more from our judges on why they believe she deserve to be highly-commended, on her profile page.
Ian Hunt, chief customer officer, Close Brothers
Ian Hunt has been chief customer officer at Close Brothers since 2016, transitioning the bank to become a more data-driven and customer-centric organisation, and reducing complaint and call volumes as a result.
CX Leader of the Year judge Colin Shaw paid tribute to Ian's work: "Getting such high NPS scores is difficult. Getting these scores in a traditional bank is a remarkable achievement. Delivering more than 70 projects and putting in place the infrastructure of governance and changing the culture of the organisation has clearly been fundamental to moving their customer experience to the next level."
Read more about Ian's successes, and why he has been highly-commended by our judges on his profile page.
Clint Payne, senior manager, customer experience, MultiChoice
Clint has overseen customer experience at MultiChoice since 2012, playing a key role in helping to understand and improve its customers’ journeys, working with both customers and employees to do so, and scooping several international awards, including the CXPA Innovations Award, along the way.
CX Leader of the Year judge Ian Golding spoke highly of Clint: "Clint is a fantastic ambassador for customer experience in the continent of Africa and around the world. Not only has he established such a robust focus on CX within his organisation, the achievements of him and his team are also inspiring many others to do the same. Clint is very worthy of this recognition."
Read more about Clint's achievements, and why our judges believed he should receive special commendation on his profile page.
Paul Harris, executive director CX, Curo Group
Charged with enabling the organisation to deliver ‘renowned’ customer service, Paul has developed and started to deliver a five-year strategy, replete with KPIs and targets, based on the four pillars of culture, leadership, Voice of the Customer and digital transformation, successfully driving up CSAT scores.
CX Leader of the Year judge Mosun Shasore praised Paul's work: "Paul described a strategy focused on showing customers that their business truly cares and therefore, going beyond addressing function and ease to addressing the emotional requirements".
Read more about Paul's achievements, and more from our judges on why they believe he deserve to be highly-commended, on his profile page.
Moronke Bamgbala, head of customer experience, ARM Pensions
Since being appointed head of customer experience at ARM Pension Managers in 2015, Moronke has driven organisational change to address institutional service issues and deliver a competitive advantage through CX, and fostered a customer-centric culture, subsequently registering big improvements in NPS and CSAT.
CX Leader of the Year judge Chantel Botha was highly impressed by Moronke's inspirational achievements: "Moronke’s passion for teaching her craft to others is inspiring. Moronke is celebrating her success as an impact leader but also paying it forward in terms of her academic contribution."
Read more about Moronke's achievements, and why our judges believed she should receive special commendation on her profile page.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.