Customer experience is a culmination of a multitude of customer touch points, throughout the customer journey and throughout the relationship. Whilst more traditional customer service might focus on the direct physical and virtual interaction with customers, customer experience considers the entire lifecycle of a customer and all factors that could impact their awareness, understanding, attraction, purchase, service and advocacy of a brand, product or service. Organisations who proactively design, manage, monitor and adapt their customer journey often see both financial and brand affinity rewards in increased customer retention and recommendations. To be effective, the responsibility for customer experience management rarely resides solely with just one department because it requires a coordinated effort from across an organisation. Workplace and facilities management is a vital contributor to customer experience and can play a significant role in developing and using innovative tools, practices and measures to enhance it. This category is about impact so the judges want to see submissions that are evidence based and demonstrate results.
Lead Judge: Andy Kelly
Finalists in the Impact on Customer Experience category of the IWFM Awards 2019 are:
FM Helpdesk Transformation, NHS Property Services
NHS Property Services is a property owner, service provider and advisor helping shape the NHS estate for the future, with a goal to enabling excellent patient care. In 2018, NHS Property Services consolidated four regional FM Helpdesks into one, centralised desk to provide their customers with a more consistent, high quality experience, and the results have been outstanding.
The Customer Experience Partnership, ENGIE and Biffa
Putting the customer experience at the heart of ENGIE’s service offering has had a profound impact on their partnership with Biffa. ENGIE has transformed the customer experience for almost 8,000+ Biffa employees at over 200+ Biffa sites through the delivery of FM services. This positive client engagement is having a signifigant impact and delivering fantastic results for Biffa.
Customer Service Program, Emaar Asset Management
Emaar Asset Management L.L.C. (EAM) is a Dubai based, award winning subsidiary of Emaar Properties PJSC. EAM is a provider of integrated asset management services; which includes property management, community management and facilities management services. In 2018, EAM delivered a transformational customer experience program that focused on optimising operational expenditures, enhancing customer experience and offering excellence in facilities management.
Savills RISE, Savills UK
Savills RISE sets out to transform the delivery of services to the office and mixed-use sectors creating a framework for continual improvement, which is independently audited to enable benchmarking of the portfolio and the delivery of bespoke and innovative customer experience.