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CX Leader of the Year 2020: Six highly commended applicants revealed!

On 5 November we'll be crowning the winner of the 2020 CX Leader of the Year award. As a build up to the big announcement, we're revealing the additional six highly commended applications picked by our judges. 

28th Oct 2020
Editor MyCustomer
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CX Leader of the Year

Having assessed the applications from the 25 CX Leader of the Year finalists, our panel of expert judges were so impressed by the calibre of entrants that they have handpicked six fellow applicants for special commendation, alongside to the 2020 winner’s announcement next week.

The six applicants receiving highly commended honours are:

  • Maya Khalifeh, Customer Experience Manager, INDEVCO
  • Antonia Oakes, Head of Customer Experience, Old Mutual
  • Shaun Myers, Director of Supply Chain & Service, Brenntag UK & IE
  • Sonja Hild, Director Customer Service, BSH Home Appliances Group
  • Mark Billingham, Group CX Director & COO, The Very Group
  • Louise Durnin, Customer Experience & Marketing Director, Cromwell

Maya Khalifeh, Customer Experience Manager, INDEVCOMaya Khalifeh

Overseeing customer experience for a manufacturing group that consists of 61 companies and 10,000+ employees, Maya has been an integral part of INDEVCO’s drive to become a more customer-centric organisation.

CX Leader of the Year judge Ian Golding praised Maya's achievements: "Maya is an inspirational CX Leader in so many ways. Not only has she been instrumental in enabling her organisation to become demonstrably customer-centric, she is hugely inspiring in encouraging and empowering female professionals in the Middle East to believe that they can successfully lead organisational transformation."

Read more about Maya's achievements, and more from our judges on why they believe she deserve to be highly-commended, on her profile page.

Antonia Oakes, Head of Customer Experience, Old Mutual Antonia Oakes

For Antonia, the key to successfully delivering a CX programme in a 180 year-old institution steeped in tradition has been to engage her c-suite leadership team in the importance of CX strategy from the outset, whilst delivering initiatives such as customer and employee journey mapping that ensure stakeholders across the business are engaged in the programme too. 

CX Leader of the Year judge Michael Hinshaw paid tribute to Antonia's work: "Antonia has done a great job defining an experience vision, and bringing that vision to life across the organisation in meaningful, engaging and compelling ways. In particular, her engagement with and education of senior executives was compelling and powerful."

Read more about Antonia's successes, and why she has been highly-commended by our judges on her profile page.

Shaun Myers, Director of Supply Chain & Service, Brenntag UK & IE Shaun Myers

Shaun’s first goal in his role at chemical distribution company, Brenntag was to define what service excellence was. Work on this led to the establishment of new service metrics (including an over-riding aim to make Brenntag ‘its customers’ favourite supplier’) and a Voice of the Customer programme.  

CX Leader of the Year judge Olga Guseva spoke highly of Shaun: "It was fantastic to find out about Shaun and his team’s program of shared ownership with senior management team for CX initiatives – CX Pledge. I especially enjoyed the fact that “even our Sales Director admits our CX Strategy contributed significantly” to the commercial success – this is a best proof that CX values are really shared and understood across the organisation."

Read more about Shaun's achievements, and why our judges believed he should receive special commendation on his profile page.

Sonja Hild, Director Customer Service, BSH Home Appliances Group Sonja Hild

Sonja had a vision of transforming the company’s repair department, and its 250 staff, into a premium service division. The key to this has been creating a culture in which service staff are proud of their daily jobs. 

CX Leader of the Year judge Mosun Shasore praised Sonja's work: "Sonja’s proactive approach to breaking siloes, communication, getting people involved and empowering staff to quickly act on issues demonstrated true leadership qualities that stood out in her application."

Read more about Sonja's achievements, and more from our judges on why they believe she deserve to be highly-commended, on her profile page.

Mark Billingham, Group CX Director & COO, The Very Group Mark Billingham

When Mark was recruited as Group CX Director by Very Group he was given three objectives - create industry-leading customer outcomes, improve brand and customer perception, and make the Group a truly customer-centric organisation. So far he’s very much on-track. 

CX Leader of the Year judge Colin Shaw was highly impressed by Mark’s achievements: "Covid-19 has shown us that converting your business to the online environment is critical. But it’s hard to change a business. Over the last 3 years Mark has helped turn a dusty catalogue company into a customer-focused, modern online retailer by using new technology and with a clear focus on creating great customer experiences."

Read more about Mark's achievements, and why our judges believed he should receive special commendation on his profile page.

Louise Durnin, Customer Experience & Marketing Director, Cromwell Louise Durnin

When Louise was recruited, Cromwell was in the midst of a concerning downturn in customer performance. Louise decided that in order to change the company’s culture to put the focus firmly on the customer and rectify these results, the organisation would need to improve its ability to listen to and respond to customers. 

CX Leader of the Year judge and 2019 award winner, Sandra de Zoysa praised Louise's work: "Louise had a mammoth task in front of her when she started off in Cromwell. She has shown true leadership and drive to turn that around. Her unrelenting drive and focus to improve CX is second to none and is clearly visible in the remarkable results she has been able to achieve, making her a true CX pioneer."

Read more about Louise's achievements, and more from our judges on why they believe she deserve to be highly-commended, on her profile page.

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