M&S International Shortlisted for Prestigious Customer Experience Award
November 22 2017 - 4:00AM
Business Wire
In partnership with InMoment, provider of
M&S’s CX insight solutions for Voice of Customer (VoC)
programme internationally
The Institute of Customer Service has announced that Marks &
Spencer (M&S) has been shortlisted as a finalist in the 2018 UK
Customer Satisfaction Awards.
The award was entered in partnership with InMoment, M&S’s
provider of customer experience insight solutions for its Voice of
Customer (VoC) programme internationally. The award entry
highlights M&S’s development of a consistent CX approach across
the global marketplace, placing the customer at the heart of every
strategic decision.
The prestigious awards recognise and celebrate the delivery of
exceptional customer experience (CX) across a broad spectrum of
industries. M&S’s International programme has been selected as
a finalist in recognition of the renovation of its customer service
strategy, which has seen a global initiative to gather, analyse and
respond to customer feedback.
John Heatherington, International Operations Manager at
M&S, commented: “Our customer experience programme has gone
through significant changes since 2016. We’ve invested into
improving and enhancing the way we connect with and listen to our
customers, building a model which provides not only brand
consistency, but also captures the nuances of each culture we
operate in. This approach is yielding fantastic results and helping
us improve our customer satisfaction levels.”
Simon Fraser, Senior Director CX Strategy at
InMoment, added: “It’s an honour to work closely with
M&S to implement and scale their global CX programme with a
finely-tuned, localised approach. M&S is dedicated to making
every moment special for its customers, and we have been delighted
to help them on this evolving journey. We are certain their hard
work and dedication to honouring customer feedback, whilst
utilising the latest developments in CX technology, will further
cement their position as market leaders in the retail
industry.”
M&S is a Finalist in the Customer Feedback Strategy Category
of the national Awards. Finalists in each of the categories will be
announced at a black tie ceremony at the London Hilton Park Lane
Hotel on the evening of 6 March 2018.
About InMoment
InMoment™, the leader in customer experience (CX) intelligence,
arms enterprises with compelling insights to fuel high-value action
and relationships with both customers and employees. The company’s
industry-leading Customer Feedback Management
platform leverages a proprietary, AI-based analytics engine to
power a full suite of Voice of Customer (VoC), Voice of
Employee (VoE), and Employee Experience technologies.
InMoment provides innovative solutions and related support services
to more than 350 leading brands across 95 countries. For more
information, visit http://www.inmoment.com/.
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