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.
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.
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.
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.
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 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:
Seven jurors will then declare the nominees from all project entries across two application rounds.
Numerous innovative projects from Europe have applied for the European Customer Champion. We are pleased to present the six nominees here!
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.
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.
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.
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.
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.
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 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!