Customers at the Heart of Everything

Today Version 1 celebrates being selected as a Finalist in the 2019 UK Customer Experience Awards (CXA ’19). This year, Version 1 competed with the best of the best from across the UK to be named a finalist in the top category: Customers at the Heart of Everything.

This category is for successful Customer Experience initiatives which are undertaken by organisations to place customers at the heart of everything they do. The initiative that secured Version 1’s place as a CXA ’19 Finalist was our Customer Success Mindset Initiative.

Why Focusing on Satisfying Customers Won’t Maintain Satisfaction

Version 1 is on a mission to prove that IT can make a real difference to its customers’ businesses. With a vision to be a world leader in Customer Success by 2021, Version 1 has been on a journey since 2017 to completely transform how it drives, measures and ensures world-class Customer Satisfaction scores. Interestingly, the Customer Success Mindset Initiative that Version 1 launched in 2019 started out with the realisation that striving for Customer Satisfaction wouldn’t guarantee happy customers as our business scaled – but striving for Customer Success would. 

A Vision for Success
Version 1 has an ambitious vision to be World Leaders in Customer Success by 2021. Becoming a world leader in Customer Success needs the backing of the whole company from our CEO down to our newest recruit. Version 1 has this backing, with clear direction in the Version 1 business plan on what Customer Success means to our business. We undertook significant research to understand what Customer Success for Version 1 long-term relationships meant.

  • Reviewed hundreds of customer surveys
  • Had 650+ Version 1 employees attend workshops to contribute to the program
  • Studied thousands of data points and the hundreds of real differences made to our customers

Our aim ​is to:

  • Re-enforce the positive behaviours of our employees so that we drive the Customer Success ethos in our daily interactions with internal and external customers
  • Embed this into our organisation with the Customer Mindset Initiative Maintain and exceed our ambitious Net Promoter Scores and Customer Satisfaction Scores.

The 3 E’s 

Today the Customer Success Mindset Initiative team at Version 1 is made up of Customer Success professionals across the UK and Ireland who have proven expertise in delivering success to our customers. Every week this function of our business works consistently to understand what we are doing for our customers and the value-add we are delivering. We align ourselves to the 3 E’s methodology asking ourselves if we are:

  • Easy to do Business with
  • Effective in everything we do
  • Empathetic towards our Customers.

Explore our Customer Success Stories to find out more about the real differences Version 1 makes to our customers’ businesses.

About the UK Customer Experience Awards – CXA ’19

The UK Customer Experience Awards, a prestigious event that celebrates its 10th anniversary this year, recognises inspiring organisations who are striving to enhance their customer experience in many innovative ways. Over the course of a decade, the event has grown exponentially to become the biggest CX event of its kind in the world. The awards are unique in that the finalists also present their entry live on the day of the finals to a panel of independent judges, ensuring the fairest and most transparent scoring process possible. The UKCXA has been accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council.

Version 1 wishes to congratulate the other organisations that were announced finalists in this category, DPD UK, O2, Legal & General Homes, Anglian Water in partnership with Blue Sky, Solus Accident Repair Centres (Aviva) and StepStone AllClear Insurance Services.

About Version 1

Version 1 proves that IT can make a real difference to our customers’ businesses. We are trusted by global brands to deliver IT services and solutions which drive customer success. Our 1300 strong team works closely with our technology partners to provide independent advice that helps our customers navigate the rapidly changing world of IT. Our greatest strength is balance in our efforts to achieve Customer Success, Empowered People and a Strong Organisation, underpinned by a commitment to our values. We believe this is what makes Version 1 different and more importantly, our customers agree.