Which digital CX category to enter?

The customer contact industry is seeing a significant shift to digital. Time-poor consumers want to interact with an organisation quickly and conveniently, using the channels that they use all the time. To reflect this, the European Contact Centre and Customer Service Awards has a host of categories that you may wish to enter. And you may decide to enter the same project into a number of categories (taking full advantage of the Early Bird Offer!).

Most Effective Customer Experience in Social Channels

Specifically looking at social channels, judges will be looking for organisations that are using messaging, Facebook, Twitter, Instagram etc to interact with their customers. Can you demonstrate that using social channels effectively has improved the customer experience? If so, why not enter.

Most Effective Digital Customer Experience

This category is looking for organisations that are delivering initiatives across one or more digital channels that complement or enhance an existing customer journey. For example, it may be a webchat project that enhances an existing voice experience, or it may be a more complex experience delivered across email, webchat and social channels.

The difference between this and the Most Effective Customer Experience in Social Channels category is that it considers all digital channels, not just social. Of course, your project may qualify for both categories.

Best Multi/Omni-Channel Customer Experience

If you’re delivering a customer experience across multiple channels, then this is the category to enter – and does not have to be digital. The channels may be voice, post, email, webchat or social. Can you prove that interacting with customers across a variety of channels is delivering an improved customer experience? There is a high probability that one of the channels will be digital.

The key difference between this and the previous two categories is that this must be more than one channel and may also incorporate non-digital channels.

Best Customer Engagement Initiative

All organisations are looking to drive up customer engagement. Digital is the most commonly used mechanism to do that. The question is, do you have a customer engagement initiative that has delivered great results? You may have wanted to promote channel shift, needed to keep customers close during a period of business change, had a need to educate customers on a new product, legislation or business risk, or wanted to build brand loyalty through a CSR initiative. What was your reason to engage customers and did you achieve it?

This category is different to the others as it considers more than just digital and more than just the experience. It aims to look closely at how customers have engaged with your organisation and responded to the purpose of the project.  Of course, this could be an entirely digital CX initiative.

If you know you have a brilliant project that deserves recognition, but don’t know which of these categories to enter, there are a few things you can do:

• Download the toolkit and read through the detailed category descriptions and what the judges are looking for
• Call or email Jackie and the team for some one-to-one advice on info@ecccsa.com or +44(0)333 939 9964
• Enter more than one category and take full advantage of the Early Bird Offer. The full categories listing is here: https://www.ecccsa.com/categories/.

As they say: ‘you’ve got to be in it to win it’. So, don’t miss the opportunity to get your digital CX initiative recognised at the greatest customer contact awards programme in Europe.