Skipton Group Wins Top Honours at European Customer Service Awards

Published 28/11/24 under:

With a thirst for customer experience (CX) innovation, Skipton Building Society (SBS) has been recognised for Most Effective Strategic Transformation Programme at this year’s prestigious European Contact Centre and Customer Service Awards.

With a history spanning over 170 years the UK’s fourth largest building society serves over 1.2 million customers from its head office and 82 branches.

Supported by long-term partner Kerv Experience, Skipton clinched top spot in a highly competitive category by demonstrating how it had prioritised CX right across the business – not only ensuring queries are quickly resolved but also identifying vulnerable customers who may need extra support.

Chris Wainwright, Head of Customer Transformation at Skipton Building Society said:

It’s a tremendous privilege and honour to be recognised by ECCCSA. This award reflects much hard work and a massive team effort. Thanks also to Kerv who played a crucial part, bringing innovative ideas to get the best from our Genesys Cloud platform while meeting strict regulations.”

Skipton continues to invest in capabilities providing its members with increased self-service and improving average handling times and first contact resolution. Alongside their AI enabled Knowledge Management centre, Genesys’ asynchronous Web Messaging platform is supporting advisors to have three or four interactions on the go at the same time.

Julian Barrow, MD at Kerv Experience, commented:

“We greatly value our partnership with Skipton Group. They thoroughly deserve all the accolades as they continue to push the boundaries of customer and employee experience – and we can’t wait to see what’s coming next.”

For further information please get in touch or read the Skipton Case Study.

Pictures

Top image L:R: Maria Harju, Dame Denise Lewis, Kim Davies, Joe Shaw, Axel Ericsson, Chris Wainwright, Gary Muchmore, Fiona Bruce

Content image L:R: Joe Shaw, Axel Ericsson, Gary Muchmore