2020 Confirmit ACE Awards Winners' Showcase


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

2020 Confirmit ACE Awards Winners' Showcase

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead.

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The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue, reduced costs, and company-wide culture change. Amadeus, Catalent Pharma Solutions, Cromwell, Empire Today, Erie Insurance and Pitney Bowes are just a few of this year’s winners who will empower you to uncover insights that fuel continual change.

In this book, you’ll discover the companies who are leading the way and rapidly turning customer experience into a serious force for business change. Everyone from customer or employee experience practitioners or wider insights teams will find advice and top tips, from 25 businesses in over 10 industries, guaranteed to inspire action. We are proud to share the success of such innovative and people-centric teams.

Here is a sneak peek into the captivating stories you’ll find in these pages:

  • Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.
  • Catalent delivers a business-wide Customer Experience Excellence program that covers 80 countries and multiple languages. 93% of new customers onboarded within 14 days in 2020.
  • Cromwell established a multi-touchpoint VoC program to better understand customer expectations. Action Management closes the loop within 48 hours for over 95% of all customer alerts, resulting in an 86% decrease in complaints.
  • Empire Today runs a comprehensive VoC program to gauge overall customer engagement. Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019.
  • Erie Insurance has a dedicated focus on ensuring its employees work together with a clear sense of purpose to deliver excellent customer experiences. A customer-centric paradigm shift across the business, with feedback informing the design and continuous improvement content and priorities.
  • Owl Solutions implemented a dedicated CX program in 2018 to support its commitment to client service. A direct correlation between high program scores and a 38% increase in revenue in 2019.
  • PennyMac embedded and expanded a VoC program across its business to covers multiple touchpoints, including website, customer communications, and customer service call center. Response rates increased by 42% compared to the previous year.