Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
MEET OUR
2023 FINALISTS
We're delighted to announce that our 2023 Engage Awards finalists have been announced.
It's been so fantastic to see a record-breaking number of entries into the 2023 Engage Awards, demonstrating the level of innovation and dedication to customer and employee engagement within the industry.
The Engage Awards celebrate every example of excellence, whether organisations have implemented small changes that have created a big difference, or have made a complete overhaul to the way they operate.
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MEET THE 2022 WINNERS
Gerry Brown
Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.
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Ian Naylor
Booking.com Head of Customer Strategy & PlanningA results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.
Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.
Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.
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Helen Wilson
Ipsos Global Chief Experience Officer for Customer Experience and Channel PerformanceHelen is Global Chief Experience Officer for Customer Experience and Channel Performance at Ipsos. She has significant leadership, CX and research experience, and is a frequent speaker, chair and judge at industry events, including being the Chair of Judges for the European Contact Centre and Customer Service Awards (ECCCSA). Helen hosts Customer Perspective: Customer Perspective: An Ipsos podcast | Ipsos, a podcast aimed at listeners who are concerned with ensuring Customer Experience delivers on the Brand Promise.
Helen is passionate about unlocking potential; she is a trained business coach, with a focus on supporting future leaders. She is a member of Ipsos’ global Gender Balance Network leadership team, charged with inspiring women to reach their full potential.
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Mark Hillary
Carnaby Content Host & Presenter- CX Files PodcastMark Hillary is a British writer and blogger based in São Paulo, Brazil. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. In the past decade he published another dozen books exploring business strategies. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog.
Martin Hill-Wilson
Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.
Pete Evia Rhodes
PetLab Co. Director of Lifecycle MarketingPete is a true customer champion, using insight with innovation to help successfully develop customer centric propositions. These have included BT Mobile, A.I led content recommendations at The Times, alongside award winning contact centres. He's currently Head of Customer Engagement at Simplyhealth, leading their omni-channel CRM Strategy & MarTech evolution. Additionally Pete's key noted at Engage, INMA, and CCW. He's been published in the Chartered Institute of Marketing, as well as The Harvard Business Review. Recognised by Customer Experience Magazine as one of the top 50 most influential professionals in customer experience.
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Marcus Hickman
Davies Hickman Managing DirectorWorks to build business success for our clients using innovative market research, data analysis and training.
Strong track record in business focused consultancy projects:
- Customer insights and market analysis
- Value proposition and new product development
- Thought leadership for B2B content marketing
- Customer experience management and innovation
- CX training for sales and service
- Emerging technology and digital transformation.
Uses the latest digital research and analytical tools for building, synthesizing and visualising customer and market insight. Highly skilled in making sense of complex markets. Leader in CX thinking and management. UC and workplace collaboration expertise.
Cross-sector knowledge with particular interest in technology and telecoms, financial services, housing and payments sectors.
Focused on keeping up to date with technology and global consumer trends wherever they emerge. See @davieshickman.
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Mike Owen
Mike Owen Media Managing Director
Radio from cradle to grave. National and regional PR and event liaison at all levels for major indoor music shows and outdoor festivals. Training at the highest level and accredited training for the major examining bodies. Currently finalising entrants for event management and the creation of a pan-European course for event managers.
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Nick King
AutoTrader Insights Director
A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.
Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.
Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.
After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.
Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge.
After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
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Anna Wilcox
Bupa Head of Customer Experience
Jo Moffatt
Engage for Success Strategy DirectorJo has been a volunteer with the Engage for Success movement since its launch. As Strategy Director she sits on the Core Team and co-hosts the weekly Engage for Success radio show. EFS radio draws guests from across the engagement world with interesting stories to share. The Engage for Success agenda is absolutely aligned with Jo’s vision ‘to make workplaces better places to be’. Jo’s ‘day job’ is MD and founder of Woodreed, a specialist ad agency who use the tools, techniques, creativity and insight of the advertising world to engage employees inside organisations. Jo is passionate about brands and their power to move people. She is equally passionate about employee engagement and its vital role in delivering a high performing organisation. Put the two together and she becomes almost evangelical about the power a well-positioned and consistently delivered brand has as a catalyst for employee engagement and business success.
Cathy Brown
Handley Studios Ltd. Co-FounderCathy (she/her) works with people and organisations to create inclusive, healthy and more productive workplaces that work for everyone.
A renowned leader, speaker and communicator, Cathy blends curiosity and empathy with deep cross-sector experience. She prides herself on helping people move out of stressful situations to create human-focused workplace cultures where compassion and connectedness – and people – are encouraged and valued.
Cathy has led organisations across a range of industries including Engage for Success (the UK’s movement for Employee Engagement), and has helped to transform many more through her work as Capability Brown, and most recently at Management Geek.
Cathy carries her personal experience of neurodivergence into the solutions she co-creates with her clients, through conversations, commitment and curiosity - helping them to manage themselves and their teams in ways that work for everyone.
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Mike Gibney
NHS Director of Workforce at The Walton Centre NHS Foundation TrusthrMike is the Director of Workforce and Innovation at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Communications, Fundraising, Research and Innovation. The Trust is currently accredited in Investors in People as gold and holds the Investors in People Health and Wellbeing award. The organisation was rated as outstanding by the Care Quality Commission in 2020.
Mike’s work on innovation enables him to work very closely with consultants on spread and adoption of new technology and new ways of working. He is a Board member at the North West Innovation Agency that seeks to drive innovation across the NHS. He is engaged with the local business community through various professional bodies and is passionate about joint working with the private sector.
Mike joined the NHS in 2009 following a successful career in local government and the third sector. He has a collaborative approach to leadership based upon clear values that have enabled him to achieve transformational change.
Chris Burton
HR Wallingford Chief of Staff
Chris recently started at HR Wallingford, a leading research and consultancy organisation that focuses on creating smart and resilient solutions for the natural and build environment. She is focused on Strategy, Culture and Governance, and hopes to support the organisation build on the fantastic heritage that protects vulnerable communities, improve lives and create ingenious solutions for their clients.
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Frazer Rendell
E-Trinity Consultancy DirectorAfter 25 years in operational roles in hospitality, retail and healthcare at a national and international level, Frazer set up e-trinity consultancy who specialise in creating high performing teams by turning the theory of engagement into practical and measurable tools, to increase engagement and improve organistational efficiency and effectiveness.
Frazer is also a regional ambassador for Engage for Success in the South East and chairs the research group for Engage for Success, which is looking at the impact of Performance Management on Engagement, in collaboration with Cranfield. He is a regular speaker on engagement at events such as the CIPD Employee Engagement Conference and is guest lecturer at Coventry and Oxford Brookes University, as well as writing articles for People Management, The Telegraph and Thomson Reuters.
Frazer likes to also keep up to date with current trends in hospitality, retail and healthcare by working with other organisations to improve their clients service delivery and is a governor of an NHS mental health trust.
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Jo Dodds
Engage for Success Co-Strategy DirectorAs co-Strategy Director of Engage for Success, Jo is focused on spreading the word about employee engagement and shining a light on good practise, inspiring people and workplaces to thrive. She also co-hosts the long running weekly Engage for Success radio podcast talking all things employee engagement with a wide range of guests from all over the world. Her corporate background is in regional and national HR and training roles within large retail and leisure organisations. She started her own business in 2005 and has since worked with people and organisations to take advantage of the digital and social media opportunities to create engagement with customers, employees and other stakeholders.
Charlotte Dahl
Woodreed Creative Planning DirectorCharlotte is a director at specialist advertising agency Woodreed. She's an accomplished speaker, writer and facilitator, with a unique view on employee engagement and internal communications, having spent equal parts of her career in consumer, then employee communications. Having worked for clients spanning every industry sector, including Marks & Spencer, The National Lottery, Volkswagen Group, Jaguar Land Rover, Guinness World Records and the NHS, she brings the rigour of consumer marketing into internal communications. She is passionate about raising the profile, standards and effectiveness of internal communication, believing employees AND customers deserve the same reverence, effort and creativity in communication. Appearing on stages at home and abroad, she's talked for senior leadership summits and in-house teams as well as for the CIPD, Institute of Internal Communications, Engage for Success and at ABTA's travel convention in Malta. She's a regular chair for Engage Business Media's events and delivers training for the IoIC.
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Victoria Silverman
Financial Markets Standards Board Head of Communications
Currently Head of Communications at the Financial Markets Standards Board, Victoria has a background in communicating for large and complex organisations, including London Stock Exchange Group, Refinitiv, Deloitte and ITV. She writes for CEOs and brings creativity and techniques from agile working into communications including crowdsourcing, market testing and fast experiments to engage audiences and encourage ‘bottom up’ comms aligned to strategy. Board member of the International Association of Business Communicators and Corporate Advisory Board advisor to the charity Urban Synergy, Victoria loves writing a good speech or feature film, watching way too much Netflix and enjoys running the streets of London.
Nicholas Brice
Soul Corporations CEO
Nicholas Brice is our Guest Editor and CEO of Soul Corporations®. He is seasoned managing consultant, speaker coach and masterclass facilitator. He has helped deliver human-centred development and culture change programmes to achieve customer and employee experience KPI outcomes for major brands including British Airways, American Express, Unipart, Toyota, Wickes, Brighton and Hove Albion FC, Tottenham Hotspur FC, Progress IT, Servier Pharmaceuticals. He is a triple winner of National Training Journal Gold Awards, a winner of Engage Media Award for Best Customer and Employee Engagement Programme and four times finalist.
Sarah Metcalfe
Happy Coffee Consulting Founder & Chief Happiness Officer
Sarah founded Happy Coffee Consulting after 9 years building award-winning customer service and customer experience. Sarah has spent the last 10 years researching and training in Happiness at Work after becoming a Certified Chief Happiness Officer in 2018 she now provides Happiness at Work training and programmes. In 2019 Sarah co-founded the first Global Summit for Happiness at Work. In the two years it has been running we have had over 2000 participants from 62 countries and more than 60 leading expert speakers from around the world. In July 2020 she became co-leader of the Woohoo Partnership Network, a group of over 100 happiness at work experts, from 26 countries around the world. Woohoo partnership has helped to train over 100,000 people worldwide on being happier at work and provided training and keynotes to companies like Accenture, KPMG, LEGO, Shell, Microsoft, Nespresso and many others. Recently Happy Coffee has with companies like WDHB, L’Oreal, FUTR, Abcam Life Sciences, Teleperformance, and Woohoo Inc. and provided international keynotes and workshops in Canada, U.K., Denmark, France, Ireland, Spain, Belgium, Poland and NL.
Karine Cardona-Smits
Forrester Senior AnalystKarine Cardona-Smits coaches and mentors experience design leaders and their teams to drive impact. With over 20 years of professional experience in digital and a background in psychology, she provides guidance to leaders in Customer Experience, Digital, Design, and Product to tackle their biggest challenges and stay ahead in a constantly changing landscape. As a former Senior Analyst at Forrester Research, she conducted extensive research and authored actionable reports on customer experience, service design, UX, and experience design. She is also a sought-after keynote speaker at customer experience and design events, sharing her expertise with a wider audience.
LinkedIn Profile https://www.linkedin.com/in/karinecardona/
Website https://www.karinecardona.com
OUR JUDGES' TOP TIPS FOR ENTRY SUCCESS
“The team had a fantastic night celebrating the win. Our award is now proudly displayed in our awards cabinet.”Director of Marketing, DPD Group
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Zendesk
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America.
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UJET
UJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies. Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location. So can you.
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NKD
At NKD, our purpose is to make the world of work better.
Together we create brilliant experiences for people, teams, and organisations around the globe.
As a next-generation employee engagement agency, we supercharge business performance through your people. We bring together diverse talents in one place, united by a common cause and with a unique set of services and expertise. NKD's key differentiator is operating like 'three agencies under one roof,' where strategic consultants partner with behavioural psychologists and creative and digital communicators.
We create bespoke and ready-to-go solutions for some of the world's most loved brands, with proven results lifting bottom-line performance.
We work across 4 pillars of service:
› Strategic Consulting
› Employee Engagement, Onboarding & Communications
› Leadership Development
› Learning and Skills Development
We'd love to hear from you and see how we can help you and your organisation win the hearts and minds of your people.
NKD – Making the world of work better.
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Poppulo
Poppulo is the leading communications and workplace experience software company. The Poppulo Harmony platform helps enterprise organizations achieve more by effortlessly connecting their employees, customers, and workplaces through omnichannel employee communications, digital signage, and workplace management. Poppulo's 6,000+ customer base is representative of the world's most successful companies, including 47 of the Fortune 100. For more information, visit www.poppulo.com. Follow Poppulo on LinkedIn and on Twitter.
INTERESTED IN ENTERING THE ENGAGE AWARDS?
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CUSTOMER ENGAGEMENT SUMMIT
The industry’s largest event is in it's 13th year and promises a jam-packed day of diverse content covering all aspects of customer engagement. We’re living in the most transformational period than many of us will ever experience, where the voice of the customer and the experiential aspect of CX is more important than ever.
FUTURE OF CUSTOMER CONTACT CONFERENCE
The ninth Future of the Contact Centre conference in 2024 will provide tools and techniques to deliver successful contact centre strategies for the future -through a mix of case studies, panel discussions and in-depth interviews with industry leaders.
