Every year at Pulse Europe, we recognise European industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers.
Without further ado, let’s celebrate this year’s Pulse Europe GameChanger Award Winners!
Digital Customer Success Disruptor: SS&C Blue Prism
The Digital Customer Success Disruptor is living proof that we are moving into the next era of Customer Success. These champions of efficiency combine the strengths of digital experiences and human expertise to power healthy customer life cycles at scale. They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention.
Through its leading automation technology, SS&C Blue Prism enables business leaders of the future to navigate around the roadblocks of ongoing digital transformation in order to truly reshape and evolve how work gets done—for the better.
The Architect: Telefónica Germany
The Architect Award is given to the company that thinks outside the box when it comes to building the best community for its users.
Telefónica Germany is one of the leading integrated telecommunications providers in Germany. They offer mobile and landline services for private and business customers as well as innovative digital solutions based on infrastructure and the analysis of mobile data.
For nearly a decade, the O2 Community served as a support community—with ever-growing peer-to-peer support. With the rise of real-time customer service solutions such as chatbots and AI, the O2 Community had to ensure relevancy for their visitors.
Following a strategic shift to customer centricity, the community evolved into a 360 degree Customer Community that reached milestones such as 750,000 registered users and 2 million posts. This was achieved by a completely new positioning and engagement strategy, by expanding its scope to product, innovation, and brand. Building and upscaling Added Value programs created a self-sustaining network effect that covers the full customer lifecycle, thus improving vital customer experience, service, and engagement KPIs—such as NPS (by 29%), call deflection, and comments per topic (by 26%).
The Experience Maker: Avaya
The Experience Maker is hyper focused on improving the experiences of their customers and personalising relationships at scale. These titans of customer experience harness the power of Gainsight to better leverage analytics, surveys, playbooks, Journey Orchestrator, and more to align and coordinate their organisations around their customers.
This year’s Pulse Europe Experience Maker is Avaya. Avaya provides contact center and communications solutions that help power immersive, personalized, and unforgettable customer experiences that drive business momentum.
The Visionary: Learnship
The Visionary knows that without a unified view of their customer data, their teams wouldn’t have the full picture of what their customers need to achieve outcomes. These leaders and teams have mastered using 360 degree views, scorecards, and advanced reporting to shift their teams from reactive to proactive.
This year’s Pulse Europe Visionary is Learnship. Learnship provides business language and cultural communications training for global teams, helping people develop the skills they need to thrive in intercultural environments. Learn more about how Learnship leverages Gainsight CS and PX.
The Transformational Leader: Sitecore
The Transformational Leader Award goes to an individual who has driven material change in their organisation by transforming Customer Success and Product Experience into a key driver of growth by leveraging Gainsight.
Lara Barnes, SVP Global Customer Success & Renewals, Sitecore is this year’s Transformational Leader Award Winner. Sitecore offers an industry-leading digital experience platform that allows brands to create, build, manage, and deliver standout content. Learn more about how Lara Barnes and her team at Sitecore use Gainsight.
Congratulations, GameChangers! We wouldn’t be able to change an industry without you.
Want more inspiration? Check out some amazing customer stories!