Content Guru, global pioneer in cloud customer experience technology, and its key development partner in the healthcare space, HUC, an NHS service provider specializing in Integrated Urgent Care, have won ‘Best Innovation in Customer Service’ at the European Contact Centre and Customer Service Awards (ECCCSAs) 2021. At the same time, Content Guru and UK Power Networks, the UK’s largest Distribution Network Operator (DNO), were Highly Commended for ‘Most Effective Business Transformation Programme in Customer Service’
Now in its 21st year, the European Contact Centre & Customer Service Awards is the longest running and largest awards programme for the customer contact industry. The esteemed awards celebrate organizations across Europe that are leading the way in delivering exceptional service to customers. The winners were announced at a prestigious awards ceremony at Evolution, Battersea Park, London.
Content Guru and HUC, which operates the NHS 111 and Out of Hours services that offers care for 3.5m+ residents of the East of England, were heralded at the awards for their work in enabling patients to use digital channels to keep safe during COVID-19. Together, the pair worked to develop and implement storm® LINKTM, Content Guru’s on-demand video consultation application, to help reduce the number of face-to-face appointments, while still delivering best-in-class care.
Alongside long-time customer UK Power Networks, the UK’s foremost electricity distributor, Content Guru was Highly Commended for its work to improve the UKPN’s customer engagement and experience using an array of cutting-edge solutions. Most recently, the partners began Project Iris, aimed at implementing a host of new service capabilities over a period of three years.
Martin Taylor, Deputy CEO at Content Guru, commented: “We are delighted to have our hard work with valued customers recognized at these esteemed awards. Throughout COVID-19, we worked closely with organizations across the globe to implement mission-critical changes, and we are particularly proud of what we have achieved in partnership with HUC and UK Power Networks. Looking ahead, we continue to stay at the forefront of innovation of cloud technology, so that our customers are prepared for whatever comes their way.”
Janice Greenhill, Chief Operating Officer at HUC, added: “Winning this prestigious award is testament to the work we have done in partnership with Content Guru to keep patients and clinicians safe in the face of coronavirus. We are really proud of our digital transformation journey so far and look forward to seeing what the future holds working with Content Guru.”
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
