First class digital experience delivers triple success for Serco

PRESS RELEASE: Serco has scooped top honours at this year’s Digital Experience Awards highlighting their innovative, flexible and outcome driven approach to customer service. Serco’s web chat team was successful in the two categories it had entered securing accolades for ‘Best Digital Experience, Online Retail and Telecoms’ and ‘Best Digital Team’. In addition, Serco also won the Award for Best Overall Digital Experience, beating all other finalists to win one of the top awards of the day.

The judges took into consideration a range of criteria including: outstanding digital customer experience, the impact on business performance and what made the digital solution innovative and creative. “The web chat team is a very close-knit and highly motivated team”, says Damian Burkhill, Retail Client Service Manager for Serco. “Winning these awards is testament to their commitment and hard work and I am delighted to be taking these awards back to the team to add to the six we have received already this year!”

“This is great recognition of how our partnership with Shop Direct is setting a new global benchmark for service excellence in digital retailing”, says Richard Holland, Managing Director of Serco’s Private Sector BPO business in the UK, Europe and Africa. “The results have been outstanding since introducing the advanced web chat platform in March 2013 to maximise the personalised shopping experience for Shop Direct’s customers,” adds Richard. “Our 27 web chat advisers based in our offices in Cardiff are now delivering one of the world’s most sophisticated web chat operations. Even the most optimistic expectations for performance have been exceeded and the service continues to go from strength to strength”.

The UK Digital Experience Awards recognise and celebrate the delivery of an exceptional customer experience through digital media and channels. They are owned by Customer Experience Awards and are presented in partnership with Customer Experience Magazine, Cranfield School of Management and Awards International. This year’s awards ceremony took place at The Grand Connaught Rooms in Central London.