European Customer Champion (EUROCC)

Award for innovative customer dialogue

Together with cmm360.ch, Management Circle AG awards the European Customer Champion at the CCW Conference in Berlin. This award is given to inspiring customer service champions who have implemented unique customer projects. 

On Tuesday, 27 February 2024, the nominees will present their project in a 5-minute pitch on stage or via livestream. The pitches can be made in German or English. The audience then votes live and the result of this live vote is added to the points awarded by the jury in advance. The highest total number of points results in the 2024 winners. 

The winners 2024

Six nominees from numerous innovative projects from Europe made it into a five-minute pitch on the stage of the CCW Congress or via livestream. The audience voted live and the result of this live voting is included in the jury's overall assessment.

Congratulations to the European Customer Champions 2024, the EUROCC winners. For the second time, Management Circle AG together with the magazine cmm360.ch presented the European Customer Champion Award on 27 February 2024 during the CCW Congress.

Fabian Rosekeit

Head of CRM & Growth bei Head of CRM & Growth

Project: "What can I do for you?" Voice AI breaks new ground in customer service for media companies

Medien Hub, a joint venture between Nordwest-Zeitung and WESER-KURIER, has revolutionized customer service with the Parloa AI voicebot in just six weeks. Natural voice communication and automatic processing of complaints have significantly improved accessibility and service quality, with 30% of telephone inquiries in the MVP already being handled successfully.

Laura Haase

Projektleiterin After Sales Strategie & Digital Services bei HERMA GmbH

Project: Optimization of the customer journey through digital services

HERMA is a leading manufacturer of labeling machines and adhesive materials in Europe. The "myHERMA" customer platform was developed to meet increasing requirements and internationalization. This offers a training center, an overview of machines with comprehensive self-service options and additional digital services such as visual support for AR video conferences, which enables unique customer experiences.

Joshua Martic

Digital Services Specialist bei DPD Schweiz AG

Project: Typewise@DPD - Increasing productivity through AI

The implementation of the AI solution Typewise by DPD (Schweiz) AG led to an average time saving of 20 to 30% in customer service through functions such as sentence suggestions, spell checking and correction as well as access to a knowledge base. The integration went smoothly and acceptance was high, as the AI was trained with historical customer communications and multilingualism was successfully mastered.

The projects

The subject of the application must be a project or a measure and not a product or software.  The project could for example be an internal project as well as one that sustainably improves the customer interface. 

Projects can be entered for the following focal topics: 

  • Innovation focus Employees: Realisation of an exception personnel development concept or the successful implementation of New Work concepts  
  • Innovation focus Organization: Comprehensive restructuring measures or a successful change management process  
  • Innovation focus Customer: Innovative customer service campaign or measures to increase quality, accessibility and customer satisfaction 
  • Innovation focus Digitalization: A project for digital transformation  
  • Innovation focus AI: The successful introduction or further development of an AI solution. 

Seven jurors will then declare the nominees from all project entries across two application rounds.  

The nominees

Numerous innovative projects from Europe have applied for the European Customer Champion. We are pleased to present the six nominees here!

Fabian Rosekeit

Head of CRM & Growth bei Head of CRM & Growth

Project: "What can I do for you?" Voice AI breaks new ground in customer service for media companies

Medien Hub, a joint venture between Nordwest-Zeitung and WESER-KURIER, has revolutionized customer service with the Parloa AI voicebot in just six weeks. Natural voice communication and automatic processing of complaints have significantly improved accessibility and service quality, with 30% of telephone inquiries in the MVP already being handled successfully.

Melanie Stangl

Managerin Kund*inneneinbindung und digitale Kund*innenprozesse bei WIENER LINIEN GmbH & Co KG

Project: Public transport think tank

In 2022, Wiener Linien replaced the Passenger Advisory Board with a modern customer involvement program called Öffi-Denkwerkstatt to meet changing requirements. Customers were already involved in the naming process through a public online vote, and 15 face-to-face workshops with a total of 523 participants and numerous online surveys have been conducted since 1.8.2022.

Laura Haase

Projektleiterin After Sales Strategie & Digital Services bei HERMA GmbH

Project: Optimization of the customer journey through digital services

HERMA is a leading manufacturer of labeling machines and adhesive materials in Europe. The "myHERMA" customer platform was developed to meet increasing requirements and internationalization. This offers a training center, an overview of machines with comprehensive self-service options and additional digital services such as visual support for AR video conferences, which enables unique customer experiences.

Sandro Fader

Teamlead Customer Welcome Center Team Elektrizitätswerk of City Zürich

Project: "We huddle"

The Customer Welcome Center (CWC) team is the heart of ewz and the first point of contact for customers. By introducing the continuous improvement process (CIP) and regular huddle board meetings, the team spirit was reactivated. These 15-minute meetings provide a platform for the exchange of ideas and constructive feedback, resulting in added value for ewz and its customers.

Hartmut Danielzick

Centerlead bei E.ON Dialog S.R.L

Project: People make the magic - people of the heart for our customers

In order to increase customer reach, offices were opened in Medias and Sebes in addition to the headquarters in Sibiu. This was achieved quickly, within 3 to 4 months, thanks to the passion and commitment of everyone involved. The challenge was to find suitable locations to recruit German-speaking employees, but over 100 employees were found who delight customers every day with their warmth.

Joshua Martic

Digital Services Specialist bei DPD Schweiz AG

Project: Typewise@DPD - Increasing productivity through AI

The implementation of the AI solution Typewise by DPD (Schweiz) AG led to an average time saving of 20 to 30% in customer service through functions such as sentence suggestions, spell checking and correction as well as access to a knowledge base. The integration went smoothly and acceptance was high, as the AI was trained with historical customer communications and multilingualism was successfully mastered.

The prize

The winners can look forward to an exclusive trip with in-depth professional discussions and an exclusive management seminar. 

Together with their teams, the winners will also receive a voucher for a team event. With the "European Customer Champion" seal, winning companies show their passion for strong, innovative customer dialogue! 

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© Management Circle AG 2024