CX Isn’t A “Project”: Lessons from Forrester’s 2024 Customer Obsession Awards EMEA
As Q4 nears its end, companies are reflecting on their achievements and preparing 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 isn’t a project.” Projects end, but placing customers at the center of your business’ strategy, operations, and leadership requires continuous commitment.
This 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.
- One focus area has been to increase the speed of resolving customer problems – read more about Nedbank’s approach in Speedy problem resolution, the biggest driver of CX quality.
- Read more on how Nedbank reflected on their award in the following article: Nedbank won Forrester’s EMEA Customer-Obsessed Enterprise Award.
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 CX. Its strategy, grounded in understanding and addressing customer needs, highlights the value of data-driven decisions and personalized improvements that resonate deeply with their customers. Magdalena Suchanek, CX leader at Bank Millennium, said: “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:
- Forrester’s CX planning guide. Even if you aren’t a client, listen to Riccardo Pasto and Katy Cobian walk you through key findings on our CX Cast episode: Your CX Cast Budget Planning Guide For 2025. And Forrester client can dig into more details in the Budget Planning Guide 2025 – Customer Experience.
- Forrester’s CX predictions 2025. Three of the five predictions are featured in our blog post, Fortune Favors The Bold. Forrester clients can dig into all details in our Predictions 2025: Customer Experience report or by attending our upcoming CX Predictions Webinar on January 9.
- Forrester’s CX Index 2024. Listen to our CX Cast episode, CX Index reveals Drops In Quality For European Banks, and Forrester’s What-It-Means podcast episode, What’s Behind The Decline In CX? If you want to know more, see our coverage on the decline in scores in the US.
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.
