A Night of Celebrating Excellence: My Takeaways from the 2023 European Customer and Contact Centre Awards

This week's European Contact Centre and Customer Service Awards (ECCCSA) was nothing short of a spectacle, once again leaving us all in awe.  

As Sabio Group were once again headline sponsors of the event, I had the privilege to witness firsthand the vibrancy of the evening and the innovative examples that define not only this incredible event, but our industry in general. 

Here are my three key takeaways from an evening that truly set a new benchmark in the world of customer experience (CX) and customer service... 

1. Unmatched Level of Production: A Feast for the Senses 

This year’s ECCCSAs was a production masterpiece; it really had everything.  

From the dazzling acrobatic performances that seemed to defy gravity (they did!) to the lively rhythms of live music and performances that had strong Copacabana Festival influences, every moment was a sensory delight.  

But the highlight of the evening was the guest appearance by former Eurovision Song Contest winners, Bucks Fizz. Their performance not only brought back a wave of nostalgia (certainly for us older folk!) but also reminded us of the power of music in connecting people - a parallel not lost in the context of customer service and indeed in the current global climate. 

2. Bigger, Better, and More Inclusive Than Ever 

ECCCSAs 2023 was truly international, with a record 36 countries represented – and the diversity of cultures and approaches to CX under one the one, albeit large, roof at London’s Evolution was a remarkable sight. This inclusivity not only enriched the learning experience but also demonstrated the universal importance of customer service. The networking sessions pre and post awards were abuzz with different languages and perspectives, showcasing a global industry that is continuously evolving and expanding. Meanwhile after the event – the language of ‘dance’ was the one being spoken, with some individuals communicating better than others... 

3. Elevating Standards: The Quality of Submissions 

Following every event, during my conversation with the some of the judges, the feedback is that they are always impressed by the calibre of submissions. But this year, it was clear that the rise in quality was exceptional with all entries showcasing massive year-on-year improvements, reflecting the innovative strides being made in the customer service field. From cutting-edge technology implementations to empathetic customer engagement and employee experience strategies, the submissions were a testament to the dedication and creativity of professionals in our industry. 

Sabio Group: Proud Headline Sponsors Committed to CX Excellence 

As the evening drew to a close, I couldn't help but feel a deep sense of pride in Sabio’s role as the headline sponsors of the ECCCSAs once again. Our commitment to customer experience is unwavering, and sponsoring an event that celebrates the best in the industry aligns perfectly with our mission; that Customer Experience Should Be Brilliant. 

We believe in the power of innovation and the importance of customer service in shaping successful businesses. Supporting an event that highlights these values is an honour and a responsibility we absolutely cherish. 

For me, the 2023 ECCCSAs was not just an awards ceremony; it was a celebration of the collective strides we are making across the CX landscape. The level of production, the inclusivity, and the quality of submissions were all indicative of an industry that is vibrant, dynamic, and crucial to the success of businesses worldwide. 

Congratulations to Sabio customers Emovis (Gold), Atos (Silver), easyJet (Silver) Benenden Health (Bronze), Transcom (Bronze) and DHL Express (Bronze) who picked up awards on the night! 

I’m looking forward to next year already...