Category Archives: AWARDS


Our latest Expert Speak comes from Pierpaolo Bertocco, CPM Italy, on omnichannel retail and e-commmerce.

 

During the Italian event IT’S ALL RETAIL, organized by Brainz, which brought together the main Retail, GDO and Fashion players to talk about challenges and market opportunities, Pierpaolo Bertocco outlined CPM’s point of view on sales in an increasingly phygital context and stressed the relevance of identifying promptly online sales threats and having access to a flow of steadily updated insights on sales.

 

How are sales changing in an increasingly phygital context?

The increase in online sales due to the restrictions imposed by the pandemic is plain to see.
Over a couple of months we saw what would normally happen in a few years (5 according to a recent report by IBM). The impact was on the switch between physical and online sales on one hand, and on the driver of the transformation on the other. To explain; until a few months ago digital sales were driven by technology and companies. The Big players (Amazon, Alibaba, etc) first, followed by sector companies, have made available e-commerce and delivery platforms and services, anticipating a latent need for most consumers, except perhaps the big cities and the youngest generations. With the pandemic the consumer is more and more the decision maker, he is the hare or rather the conductor.

An orchestra conductor who has made the smartphone his baton, directing his purchasing decisions based on ratings, reviews and, of course, the availability of product information.

According to a study by the Politecnico of Milan University and the research institute Nielsen, 58% of individuals that bought online had not done so before. Furthermore, 83% of these stated that they would continue to buy online even post-Covid.  The percentage of online buyers goes up to 80% if we consider the European data of Detail’s study done in partnership with Kantar.  We all know that e-commerce has seen a significant increase in sales, especially in the first weeks of the lockdown – 81% more than in 2019, according to data reported by Nielsen – this trend is confirmed: IBM stated that purchases in department stores will decrease by 60% at the end of the year, while e-commerce would grow by around 20%. Additionally, 80% of shoppers consult their smartphones on purchases they’re about to make in a physical store.

What we see at CPM, not only in Italy but through comparison between the countries we in which we operate internationally, is that the near future represents a great challenge for the CEOs of every sector and even more so for Sales Directors. In the coming months they will find themselves having to understand how to manage a strong change in the weight of purchase channels, and consequently in the distribution chain, and particularly of their mindset and their digital skills. And, of course, omnichannel. This is a race with no finish line.

 

The pandemic has accelerated the transition from retail to e-commerce: making sure that your products are visible on the channels of online retailers has become even more crucial. What can be done?

Common practices for physical retail, such as monitoring and developing stock levels, product availability, consumer information, and last but not least, sales and competitors’ audit, have moved massively on-line, for the reasons mentioned before. Those brands that use retailers (primarily Amazon but also other e-commerce retailers), rather than their own platforms, often have to – it seems a nonsense – check by hand, maybe sample by sample, what happens to their online offer.

The product search landscape is changing and being visible in Google is no longer enough. Retailers have become complex search engines using algorithms to rank products on the digital shelf. Furthermore, retailers are willing to have (and display) the largest selection of products. Within this context, imagine a product, perhaps food specifically for intolerances with the wrong description, or a fake brand product sold by third parties, or trivially indexed on the parameters of size and characteristics (a smart tv for example)  which therefore does not appear in the search by potential shoppers. This is easy to image. However, it’s not as easy to image the potential loss of business, especially if the consumer tastes the product offline and then buys it online, maybe even while they are in the store.

There are some platforms that support online product management on all aspects mentioned above and Detail is the partner that CPM uses to maximize product visibility, monitor sales and, ultimately, help to push online sales. “Polite” spyders work at night when there is less traffic, adapting to the time zones of each country, without disturbance, and returning daily the point of the situation allowing the leadership to remedy or make informed decisions.

An example? On average, even before the pandemic, 40% of online products were categorized incorrectly3 or sold out, resulting in a reduction in potential sales. And it’s not hard to imagine how this data has potentially increased with the pressure to which online retailers were subjected during the lockdown and in the following months.

In the end, only with a constantly updated analytical insights framework can you identify lost sales opportunities and act as quickly as possible to turn them into profit.

The ECCCSA nominations recognize CPM’s exceptional service to customer and employee experience, and transformative CX approach adopted in response to the COVID pandemic

 

Barcelona, 6th October 2020 – CPM International Contact Centre, a leading provider of outsourced customer experience and sales solutions, is delighted to announce that it has been shortlisted in five categories of the 20th European Contact Centre and Customer Service Awards (ECCCSA); recognizing industry leaders and innovators in the fields of Customer Experience and Contact Centres.

 

Under Operational Effectiveness categories, CPM has been shortlisted for Most Effective Management of Peak Demand with our partner New Balance, and for Best Outsourcing Partnership together with our client Harley-Davidson.

 

In addition, CPM has been selected as finalist for Best Quality Management Team and Best Contact Centre Support Team within Team Awards categories.

 

From the employee experience side, CPM’s inhouse Learning and Development team has been shortlisted for Most Effective Learning and Development initiative.

 

“These five nominations are an opportunity to recognise and celebrate our team’s exceptional contribution to the customer experience industry. We work in a fast changing, hectic business environment and we are very proud of our teams’ innovative ways to effectively respond to the new market dynamics driven by the global pandemic. Being an ECCCSA finalist is a prestigious accolade to our strategy of continuous improvement and collaborative partnership. We are extremely excited to be in the final stage, and jointly with our client partners, New Balance and Harley-Davidson.” says Annette John, Leadership Director.

 

Original finalist shortlist available here.

 

About the ECCCSA
In its 20th year, the European Contact Centre and Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the customer contact industry. The awards recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Highly regarded for its robust judging process, the ECCCSAs honour organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.
Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars. The programme is seeing incredible growth with 24 countries participating in 2019 and over 1,300 people attending the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre
CPM International Contact Centre is an award-winning provider of omnichannel customer experience solutions. We are part of CPM Group and a member of the Omnicom Network of Companies. We offer boutique and bespoke solutions to our amazing client partners through high skill, customer intimate Customer Experience (CX) and Sales teams; harnessing the power of digital capabilities and human contact in everything we do. Our EMEA hub is based in Barcelona, Spain and we have multiple contact centres in the United Kingdom supporting the UK & Ireland markets. We provide 24-7 global coverage in 26+ languages for international clients spanning High Tech, Consumer Electronics, eCommerce, FMCG, Pharma, Automotive, Travel and Retail industries.

 

 

For further information, please contact:

 

Rachel Doyle | M: +34 638 140 620 | E: rachel.doyle@es.cpm-int.com |W: www.cpm-int.com/icc/
Irene Gras | M: +34 683 112 790 | E: irene.gras@cpm-int.com| W: www.cpm-int.com/icc/

November, 28th 2019 – Barcelona

 

CPM Barcelona takes home two Silver awards in Most effective improvement program category and Best quality management team category at European Contact Centre and Customer Experience Awards 2019

 

We are delighted to announce that CPM’s International Contact Centre in Barcelona took home Silver in the Most Effective Improvement Program Award category and Best Quality Management Team Award category at European Contact Centre and Customer Experience Awards 2019.

 

The 19th edition of the ECCCSA recognised organisations across Europe that are leading the way in delivering exceptional service to customers. Winners were announced at an awards dinner ceremony held at Evolution venue at Battersea Park in London on the 26th of November.

Following a multi-stage award submission process, which included a face-to-face finalist presentation competing against 9 other shortlisted agencies, CPM’s Airbnb team won the silver medal crediting the projects La Laguna and La La Land project as the most effective improvement program.

 

Likewise, CPM Airbnb Quality Team won silver medal in the Best Quality Management Team Award category amongst 8 other nominated competitors. This recognition highlights the brilliant job of our Transformation Team in innovating the end to end approach to quality management for Airbnb hosts and guests.

 

“I am enchanted that our innovative and creative approach to transforming core working processes has been recognized by both our partner Airbnb and by top industry professionals. Effectiveness derives from people-oriented projects and I am proud the team was able to adapt to new circumstances, maintaining engagement and commitment simultaneously driving a focus on the metrics and the drive to excellence. “ said Tom Johnston, Business Unit Director at CPM Barcelona.

Furthermore, we would like to make a special mention to our other CPM Finalists. The nominations recognize the excellence in customer experience delivery, and we are immensely proud CPM is multi accoladed:
• Best outsourcing partnership – Agilent Technologies & CPM
• Best contact centre support team – CPM BCN Talent and development team

 

About the ECCCSA
As the longest running and largest awards programme in the customer contact industry, the European Contact Centre and Customer Service Awards (ECCCSAs) recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Highly regarded for its robust judging process, the ECCCSAs award organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively.
Being an ECCCSA winner is a prestigious accolade that has proven to raise the profile of the contact centre operation, its capabilities and its stars.
Now in their 19th year, the programme is seeing incredible growth with 19 countries participating in 2018 and over 1,200 people attended the awards evening representing the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.

 

About CPM International Contact Centre – Barcelona
CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis. CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 26 languages across 71 markets.

 

For further information, contact:
Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: http://www.cpm-int.com/icc/

Huge congratulations to CPM France for being winners once again at the POPAI Awards Paris 2019 , in Paris for Merchandising

 

The merchandising department of CPM France received a Bronze Award for the 2019 edition of POPAI Awards Paris.

 

Popai Awards Bronze Cewe

 

The project presented by CPM France and CEWE was selected by the jury in the « Commercial performance of a merchandising operation » category, part of « Merchandising Concept Roll-out ».

 

For the 2019 edition of POPAI Awards Paris, CPM chose to present a major merchandising operation for a new client, CEWE, who faced a notoriety issue in 2018. Following this merchandising concept roll-out made by CPM France, CEWE’s turnover has increased by 7%!

 

Two years ago, for the first edition of « Merchandising concept roll0out », CPM France has won the silver award for the Imagine programme at Bricomarché.

 

This article is also available in French!

 

For more information on the services we provide and how we can help you sell more to your customers click here

CPM UK takes GOLD for Best Outsourcing Partnership with Royal Mail

 

We were delighted to receive this award, recognising a true outsourcing partnership, where our team of 45+ business managers, based in our Warrington Contact Centre, drive business to business sales for Royal Mail.

 

On the awards evening, there were 1,200 attendees, finalists from 19 countries, and just 28 winners, including CPM UK! The judges called out some specific reasons why our entry was selected as the GOLD winner;

  • A real sense of a joined-up operation across different levels
  • A passionate drive to deliver results on both sides to achieve sales targets, bring teams along with them and to win the hearts & minds of staff
  • Value add goes beyond cost reduction
  • The ability of both organisations to be able to adapt to change

Prior to the awards evening, much earlier in the year we made the decision to enter for Best Outsourcing Partnership for our work with Royal Mail.  Nominations were invited from organisations who have a great partnership with their outsourcing partner and can demonstrate results that show how the customer and employee is benefiting from the partnership.  With our 10-year partnership, some amazing results and a brilliant story to tell – our Royal Mail work seemed the perfect choice.

 

We submitted an initial award entry, and were shortlisted to present to a panel of independent judges.

The ECCCSA is highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. The judges are there to recognise organisations that are leading the way in delivering exceptional service to customers.  It’s a tough process, where you are up against the clock to bring to life why your agency/client partnership is award worthy – but the team did an amazing job on the day

 

About CPM’s Contact Centres.

 

We offer an international contact centre delivering inbound and outbound customer experience and sales solutions on an EMEA-wide basis.  We specialize in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently cover 22+ languages across 65 markets.  We have Contact Centres in Thame, Warrington and Barcelona.

Oct 13, 2017 – At last night’s 2017 POPAI Marketing @Retail Awards, Microsoft and their agency partner – Retail Safari –  were awarded the “2017 Field Marketing Excellence Award ”. The industry event is dedicated to celebrating and recognising the innovations of retail and shopper marketing across Australia.

 

“We are incredibly proud to receive this esteemed award,” said Michelle Casey, Channel Marketing Lead, Consumer Channels Group, Microsoft Australia. “It’s recognition of the robust work we’re doing in-field and a testament of our talented in-field Microsoft evangelists who are 100 per cent committed to delivering compelling customer experiences that drive demand and sales across our entire ecosystem.”

 

Awards were presented in several retail marketing categories. Microsoft was honoured among leading national field marketers for demonstrating excellence in innovation and implementation of a retail campaign that successfully influences and enhances the shoppers’ journey.

 

“We are proud to be a collaborative partner with Microsoft,” says Louise Mockler, Group Account Director at Retail Safari’s Sydney office. “It’s always been an honour to be in a strategic partnership that not only meets and exceeds business objectives but earns Microsoft recognition within the industry and community.”

 

POPAI is the only global, not for profit industry association exclusively advocating for excellence in shopper and retail marketing. With more than 45 offices and 1700 member companies worldwide, POPAI brings global best practice intelligence, resources, recognition and networks and to their members.

 

Click here to see 2017 POPAI winners.

4th December 2017 – Barcelona 

 

CPM Barcelona takes home Silver Best Customer Service Team of the Year Award at the European Contact Centre & Customer Service Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home Silver in the Best Customer Service Team of the Year Award category at the European Contact Centre and Customer Service Awards last night; recognising its revolutionary approach to Social Media and Customer Service!

 

Speaking about the awards, Tom Johnston, Business Unit Director – Sales through Service, CPM Barcelona said, “I am delighted that our ground-breaking and innovative approach to growing the online community, serving our millennials via their channel of choice and truly monetizing Social Media through customer service excellence, has earned the accolades of so many industry experts.”

 

“CPM is committed to innovation in consumer engagement and embracing digital channels as part of our industry-leading approach to omni-channel customer service.  This award acknowledges the amazing success and commitment of our social media team in delivering best-in-class customer service.  I am extremely proud of the team,” says Fiona Whelan, Managing Director.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omni-channel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

Following a multi-stage award submission process, which included a face:face finalist presentation competing against 9 other shortlisted agencies; CPM were awarded Silver medal category winners at the awards ceremony held at the impressive Evolution venue in Battersea Park, London.

 

CPM Barcelona’s Social Media Team had already triumphed at the UK Customer Experience Awards earlier this year, scooping the prestigious Best in Class – International Social Media Award.

 

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customer.

 

About CPM International Contact Centre – Barcelona

 

CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis.  CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.

 

For further information, contact:

Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: https://www.cpm-int.com/icc/

October, 19th 2017 – Barcelona
CPM Barcelona named Best in Class in Social Media at UK CX Awards

 

We are thrilled to announce that CPM’s International Contact Centre in Barcelona took home GOLD at the UK CX Awards – for International Business – Best in Class – Innovation in Social Media, as a result of the amazing work undertaken by our CPM Social Media Team!

 

The CX Awards are a prestigious award body who undertake and annual awards process recognising innovation in customer experience throughout Europe.

 

Following a gruelling finalist presentation competing against 5 other shortlisted agencies; CPM were announced as category winners at an awards dinner soiree and ceremony held at Wembley in London last month.

 

This award recognizes CPM Barcelona for its forward-thinking and innovative approach to social media and social customer service. As customer experience specialists, CPM Barcelona delivers omnichannel customer service solutions for our blue-chip client portfolio, spanning 22+ languages and 65 markets.

 

“Winning the Innovation in Social Media Award is a testament to CPM Barcelona’s dedication and commitment to constantly innovate when it comes to customer experience, “says Fiona Whelan, Managing Director, CPM Barcelona.
“We place a heavy focus on innovation and future visioning to optimise digital channels and ensure continued service excellence as channels proliferate; securing customer brand loyalty and generating long-term relationships between our clients’ customers and their brands.”

 

CPM Barcelona is also in the running for 4 other contact centre awards at this year’s European Contact Centre and Customer Service Awards and CCA Global Excellence Awards. Winner announcements will take place in November at the gala dinner award ceremonies.

 

About CPM International Contact Centre – Barcelona
CPM Barcelona, as part of CPM Group and a member of the Omnicom Group, is an international contact centre delivering outsourced customer experience and sales solutions on an EMEA-wide basis. CPM specialises in the delivery of omnichannel customer engagement solutions for global clients spanning High Tech, Consumer Electronics, FMCG, Retail and Travel industries and currently covers 22+ languages across 65 markets.

 

For further information, contact:
Rachel Doyle | M: +34 638 140 620 | E: Rachel.doyle@es.cpm-int.com |W: /icc/

 

Microsoft and their agency partner – Retail Safari (part of CPM Australia);  were awarded the “2017 Field Marketing Excellence Award” at the POPAI Awards for Australia and New Zealand, which took place in Sydney, Australia on the 12th October 2017. The industry event is dedicated to celebrating and recognizing the innovations of retail and shopper marketing across Australia.

 

“We are incredibly proud to receive this esteemed award,” said Michelle Casey, Channel Marketing Lead, Consumer Channels Group, Microsoft Australia. “It’s recognition of the robust work we’re doing in-field and a testament of our talented in-field Microsoft evangelists who are 100 per cent committed to delivering compelling customer experiences that drive demand and sales across our entire ecosystem.”

 

Awards were presented in several retail marketing categories. Microsoft was honoured among leading national field mark

eting experts for demonstrating excellence in innovation and implementation of a retail campaign that successfully influences and enhances the shoppers’ journey.

 

 “We are proud to be a collaborative partner with Microsoft,” says Louise Mockler, Group Account Director at Retail Safari’s Sydney office. “It’s always been an honour to be in a strategic partnership that not only meets and exceeds business objectives but earns Microsoft recognition within the industry and community.”

 

POPAI is the only global, not for profit industry association exclusively advocating for excellence in shopper and retail marketing. With more than 45 offices and 1700 member companies worldwide, POPAI brings global best practice intelligence, resources, recognition and networks and to their members. 2017 POPAI winners: click here

 

A part of CPM Australia, Retail Safari provides a complementary suite of retail marketing services that connect consumers with brands in environments where the ability to influence is at its strongest.  The integrated channel structure activates brands along the purchase journey, triggering the impulse to buy at critical points both in-store and out-of-store.

 

To find out more around CPM’s global industry recognition and success stories, please click here.

 

For more information, contact:

Tania Peck, 0414 011 587

tania.peck@cpm-aus.com

Last Friday CPM Ireland won “Best Field Sales Team/Field Sales Support”, in conjunction with Britvic at the Checkout National FMCG Awards 2017!

 

This is the 2nd year in a row that CPM has taken away such a great accolade.

 

In 2016 we were fortunate to win with our CPM/GSK team and now for 2017 we take away the same award for our CPM/Britvic team. This truely solidifies the fact that we are leaders in the Irish Retail industry providing award winning outsourced sales teams to support multinational FMCG organisations!

 

We are very proud our CPM/Britvic team, who deliver such a high calibre of output on an ongoing basis.

Every year CPM works closely with Britvic to plan in-store execution for the annual Britvic campaign calendar. This is a core strategic plan which ensures that all sales and merchandising activities are executed to at minimum industry best standards.

 

This year has been no different with CPM/Britvic excelling in their results. We are immensely proud of our Sales team and Field Sales Support and the results they have achieved over the past 12 months and the influence they have had through the key in store relationships they have built.

 

As part of the strategy for this year in conjunction with Britvic our goal was to become the partner of choice within the Soft Drinks Category based on strong store relationships, influencing decisions through intelligent insights, and excellence in execution in all stores we service.

 

This as a team we have achieved through greater understanding of the market, further investment in learning and development to enhance the acumen of our sales team as well as hard work, ambition and creativity in store that ensures maximum customer engagement with our brands and by default sales growth on behalf of our retail partners.

 

We believe this clear strategic focus and the commitment and determination in achieving this is why our CPM/Britvic Team have been awarded the fantastic award of “Best Field Sales Team/Field Sales Support” at the Checkout National FMCG Awards 2017.

 

If you require Award Winning Sales Teams to support your brands in store contact us today.

 

And for more information on other winners at the prestigious Checkout National FMCG Awards 2017 Click Here

Irish checkout fmcg awards

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