M&S Bank, Primark and ASOS take home CX Elite Awards

The awards recognized high-performance customer and employee experience improvement programs

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Melanie Mingas
10/03/2022

CX and EX programs by ASOS, M&S Bank and Primark swept the board at the 2022 CX Elite Awards, which took place in London on 28 September.

With more than 250 CX practitioners in attendance, the awards were part of InMoment’s two-day conference XI Forum Europe, which featured Stan Swinton from NPSx. The ceremony celebrated outstanding brands with high focus, high-performance customer and employee experience improvement programs over this past year.

Primark won the Best Use of Insight and Analytics category for recently developed capabilities, which now support its bricks and mortar operation.

Winning strategies

The winners of the CX Elite Awards were:

Best Use of Insight and Analytics – Primark

Primark is an international clothing retailer employing more than 70,000 colleagues across 14 countries in Europe and the US and has been on a journey to transform its approach to CX and the voice of customer over the last 18 months.

In doing so it has advanced its customer-centric culture by collecting and utilizing intelligence directly from customers in different innovative and data-driven ways.

Best CX Transformation – M&S Bank

M&S Bank won Best CX Transformation in recognition of the strides it has made since initiating its experience improvement program. The firm was described as being “obsessed with making sure their customer’s experience is the very best it can be” and credited with continually thinking of ways that insight can continue to push the envelope and deliver change which benefits both the organization and the customer.

Best CX Impact – ASOS

The Best CX Impact trophy was awarded to ASOS for its gains in CX and employee job satisfaction and creating a simplified and empowered customer care operation.

Through this, ASOS Customer Care has successfully laid the foundation for an even-more-impressive future for global online fashion and beauty retailer.