As Q4 nears its end, companies reflect on their achievements and prepare strategies for the coming year. This reflection is critical, as Forrester’s CX Index 2024 shows: CX Index scores have dipped across the board.
In this context, I urge you to remind everyone in your organization: “CX is not a project.” Projects end, but placing customers at the center of your business’ strategy, operations and leadership requires continuous commitment.
Such a sustained commitment is exactly what Forrester’s Customer Obsession Awards recognizes.
Nedbank Won Forrester’s Customer-Obsessed Enterprise Award EMEA 2024
At Forrester’s CX Summit EMEA, Anton de Wet, Nedbank’s Chief Customer Officer, and Derek Tedder, Executive CX Strategy & Culture, shared details on the bank’s sustained efforts over the years.
BNP Paribas And Bank Millennium Were Award Finalists
Those two firms stood out among the submissions for their programmatic CX efforts.
- We recognized BNP Paribas for its comprehensive work in managing and improving customer journeys at scale. The bank’s efforts to harmonize CX efforts across multiple countries, while catering to diverse customer needs, demonstrate the power of a well-coordinated, scalable CX strategy.
- We recognized Bank Millennium for its structured and customer-centered approach to elevating the quality of its customer experience. Its strategy, grounded in understanding and addressing customer needs, highlights the value of data-driven decisions and personalized improvements that resonate deeply with their audience. Magdalena Suchanek, the CX leader at Bank Millennium, expressed: “The scope checked in the application for the Award is comprehensive and multidimensional. It covers practical aspects of CX management, but also those related to leadership, strategy, culture, and results. The preparation of the application itself, and then conversations with analysts on this topic, are a good opportunity to review the organization’s efforts in being customer obsessed.”
Congratulations again to Nedbank, BNP Paribas and Bank Millennium!
As you reflect and plan…
…consider these sources:
As always: Don’t hesitate to be in touch. And keep an eye out for our call for submissions for the Customer Obsession Awards 2025.
