At CX WORLD AWARDS, the company clinched four trophies and snared theAudience Award.
Russian Mobile Operator T2 secures five awards at the CX World Awards, demonstrating its commitment to exceptional customer experience. The accolades, recognized both by the audience and the jury, highlight T2's successful endeavors in various aspects of customer service and digital transformation.
Held annually, the CX World Awards honor outstanding initiatives and leaders in the customer experience industry. This year, over 350 nominees competed, with T2 standing out as a top contender.
T2's "proCHANGE YOUR SERVICE" project, initiated in 2024 within the Remote Service sector, garnered the audience's favorite award in the "Share Your Story of Customer Care" category. This human-to-human project emphasizes a proactive approach, aiming to provide optimal solutions for customers. In just one year, the number of such consultations increased by 2.5 times, resulting in a customer satisfaction rate of 91%.
The jury acknowledged T2.Digital's digital interface updates and implementation of a unified approach to evaluating the customer journey in the "Best User Experience" category. They also recognized the company's crisis management strategy with the introduction of a helper bot, malfunction indicators, and increased automation levels for voice assistants and chatbots.
In the "Best Practice for Handling Customer Complaints" category, T2 simplified the request submission and tracking processes within the T2 app, incorporating the "Electronic Registered Mail" project for fully automated responses to written inquiries.
Lastly, T2 was honored in the "Best Social Media Customer Interaction Team" category, using AI and advanced technologies to streamline customer interactions.
Elena Yurina, Director of Remote Service, commended T2's focus on trust and respect for people. She emphasized that an exceptional customer experience is an essential part of T2's culture, as the company continually strives to anticipate and meet evolving customer expectations.
Companies aiming to replicate T2's success often focus on integrated customer feedback data, holistic measurement, business impact focus, and AI-assisted hyper-personalization. For specific details about T2's strategy, consult their official communications or CX World Awards announcements.
Find out more about T2 at www.t2.ru. INN 7743895280. Advertisement.
T2's "Best Social Media Customer Interaction Team" award highlights their implementation of AI and advanced technologies for streamlining customer interactions, using technology as a key component of their customer service strategy. Moreover, T2's digital interface updates and unified approach to evaluating the customer journey in the "Best User Experience" category demonstrate a commitment to leveraging technology to enhance user experience.
