November 1, Beijing. Customer World News: Tonight, the 2022 18th “Golden Earmark Cup” China’s Best Customer Center Award Ceremony was grandly held at the Beijing-Civil Aviation International Conference Center. The customer centers of a number of well-known enterprises such as State Grid, Guangxi Power Grid, China Mobile Online, Alibaba Cloud, Lenovo, Xiaomi, Ant Financial, Du Xiaoman, Ctrip, Yili, and BY-HEALTH have won various awards and honors. The whole process of this ceremony was presented in a three-dimensional way: on-site speech + guest interaction + live broadcast on the whole network. The communication on the meeting site was enthusiastic, the popularity was overwhelming, and the number of online viewers exceeded 270,000 person-times!

The continuous development of digital economy and digital management and operation has further shown special significance in the context of the “new crown epidemic” lasting for three years. “Numbers and realities intersect” is a new formulation of the Chinese world put forward by the client world organization at the 2021 annual industry conference, predicting that the physical and digital worlds will be connected, compounded, and blended in depth. Shortly thereafter, the concept of Metaverse, which was perfectly matched with it, was widely developed in the world. Today, the concept of Web3.0 and comprehensive experience is deeply rooted in the hearts of the people.

As the annual Customer World Congress enters its 18th year, China’s service industry and customer management operations have entered a new stage of development. Self-service and machine services based on various terminals and platforms are becoming more and more common, the service problems that can be solved are increasing, and the service benefits that can be stimulated are becoming stronger and stronger. At the same time, when there are more and more customers, the anxiety of not being able to find “real person service” has become a hot issue. When the thinking of digital machines and digital humans is still in its infancy and cannot effectively realize the integration of man and machine in line with the development stage, the integration of digital and real will bring various troubles in customer experience and enterprise capabilities. In the future, purely physical and digital twins will not be complete. How is the law of development and operation of the human mental world reflected in the process of digitization? How do human rationality, emotion, and wisdom gradually realize mapping, projection, and sublimation in digital humans and the digital world? All will be the possible meaning and direction of “Numbers, Reality, Three Lives”.

After continuous theoretical research and practice summary, Customer World will continue to promote the development process of digitalization, integrate into the vast sea and sky of digital economy, support the extensive practice of “digital operation” in the service field, and expand the new frontier of “Digital Intelligence World” together with industry colleagues.

The annual Customer World Conference is the top event in the industry. Enterprise CCO, CMO, CEO (Chief Experience Officer), CDO (Chief Data Officer), customer center, call center, marketing operation center, customer engagement technology companies, managers and practitioners of experience business groups and practitioners in related ecological links People gather together to exchange ideas. The content of the conference ranges from new insights into the society and market, new management concepts, new operating experience, new commercial technologies, and new training topics; to the release of industry reports, best practice awards, and product demonstrations by manufacturers, fully reflecting the changes in customer management and operations. Progress and grand future.

The predecessor of the “Golden Earmark Cup” Best Customer Center Selection in China was the “Best Call Center in China” annual selection activity established in 2005 by Customer World Organization and CNCCA. Since its establishment, with its academic and practical spirit, it has gradually developed into the vane of the development of China’s customer center industry.

The selection is sponsored by Client World Organization, with official guidance provided by the Digital Economy Professional Committee of China Information Association, China Call Center and E-Commerce Development Research Institute, and China Call Center Industry Capacity Building Management Standard Working Group. The selection is based on the evaluation system of the CC-CMM international standard, and the CustomerServiceAudit evaluation tool and CCSI (Contact Center Satisfaction Index) are used for index analysis.

Over the years, the activities have been jointly supported by ContactCenterWorld, the global call center industry alliance, APCCAL, the Asia-Pacific customer center association alliance, and the European customer center alliance ECCCO and its member associations of customer (call) centers in various countries; the selection is in line with multiple selection activities of Asia-Pacific and global customer centers; A global industrial exchange mechanism.

The selection of the “Golden Earmark Cup” China’s best customer center of the year is carried out through procedures such as enterprise registration, expert recommendation, unannounced telephone interviews, data collection, benchmarking evaluation, home review, centralized evaluation, and voting results; the award categories are set in advance and strictly controlled Number of winning units per category. The selection process is scientific and fair, and the honors obtained have a very high gold content.

In 2022, the event organizer invited 7 experts including Guo Chendong (chairman of the judging committee), Chen Wei, Ge Mei, Sun Yuan, Zhang Yan, Zhao Rongqiang, and Zhao Xi to form the 18th “Golden Earmark Cup” China Best Customer Center The selection jury, through a strict selection process, finally selected the list of winners. We would like to express our heartfelt congratulations to the award-winning units and individuals!

Attached: list of winners

2022 “Golden Earmark Cup” China Best Customer Center Jury Finals

List:

Overall Champion: Lenovo Smart Services

OK:

Best Data Management Customer Center – State Grid Corporation of China Customer Service Center

Best Customer Value Customer Center – China Southern Power Grid Guangxi Power Grid Company Customer Service Center

Best Customer Experience Customer Center – Xiaomi China-Service Department-User Service Center

Best Service Innovation Customer Center – Tianjin 12393 Medical Security Service Hotline

Best Quality Control Customer Center – China Mobile Communications Co., Ltd. Online Marketing Service Tianjin Branch

Best Management Innovation Customer Center – China United Network Communications Co., Ltd. Chongqing Branch

Best Technology Application Customer Center – Lenovo Smart Service

Excellent Customer Service (Large)

State Grid Corporation of China Customer Service Center

Ctrip Service Contact Center

China Telecom Corporation Limited Shenzhen Branch

China United Network Communications Co., Ltd. Guangdong Branch

China Mobile Online Service Co., Ltd.

Excellent Customer Service (Medium)

GF Credit Card Remote Operation Service Center

Ningbo Koala Technology Co., Ltd.—FC Customer Service and Experience Department

Shanghai Qiyu Seiko Technology Co., Ltd.

China Mobile Communications Co., Ltd. Online Marketing Service Tianjin Branch Center

China Mobile Online Marketing Service Center Jiangsu Branch

Excellent Customer Service (Small)

Beijing Automotive Customer Relations Department

BY-HEALTH Pharmaceutical Co., Ltd. Nutritionist Center

Tianjin 12393 Medical Security Service Hotline

Galaxy Zhishan Life Group

China United Network Communications Co., Ltd. Chongqing Branch

Excellent outsourcing service

Beijing Honglian Nine Five Information Industry Co., Ltd.

Hebei Boyue Communication Technology Co., Ltd.

Tianjin Bohai Petroleum Staff Exchange Center Co., Ltd.

Taiying Technology Group Co., Ltd.

China United Network Communications Co., Ltd. Guangzhou Branch

Excellent Service Innovation

Ant Group Warm Service

Chongqing Bank Customer Service Center

Excellent Customer Experience

Wansheng Communication Industry Co., Ltd.

Du Xiaoman Customer Service Department

China Mobile Communications Group Guangdong Co., Ltd.

Xiaomi China Region-Service Department-User Service Center

Alibaba Cloud Computing Co., Ltd.

Excellent Management Innovation

China Telecom Corporation Limited Hangzhou Branch 12345 Hotline Operation Center

China Unicom Smart Customer Service South Second Center

Excellent smart application

Beijing Zhongxinjia Technology Development Co., Ltd.

Lenovo Smart Service

Excellence in Digital Services

Milk Powder Customer Service Center of Inner Mongolia Yili Industrial Group Co., Ltd.

China Telecom Corporation Limited Shanghai Citizen Service Hotline Operation Center

Information Communication Branch of Hainan Power Grid Co., Ltd.

Excellent Quality Control

China Southern Power Grid Guangxi Power Grid Company Customer Service Center

Nanning 12345 Government Service Convenience Hotline

Excellent smart technology:

Technology Application Award: Ufly Technology

Solution Award: Beijing Youyin Communication Co., Ltd.

Best Manager of China Customer Center of the Year Award

Zhou Ya Senior Director of National Customer Service Center of 58 Tongcheng

Yan Feidu Xiaoman Customer Service Center General Manager

Liu JinDirector of Xiaomi User Service Center

Chen Zhijian Vice President of Taiying Technology Group

Cao Hua China Mobile Online Service Co., Ltd., Team Leader of Cloud Customer Service Division

Meiling Liu Director of Ground Transportation Services, Ctrip Group

Guo Xu Manager of CNOOC Operation Service Center

Zhang Zhaoming, General Manager of Business Development Department of Honglian Ninth Five-Year Plan

Zhao Yanyue, Senior Manager of Customer Relations, Beijing Automotive Blue Valley Marketing Service Co., Ltd.

Wu Qiujia, Head of Customer Service Department of Hainan Power Grid

Shen Shuangxi Deputy General Manager of Customer Service Center of Guangxi Power Grid Corporation

outstanding leader

Yang Jie, General Manager of Consumer Services Division, Lenovo China Solution Service Business Group

Sun Wenling, General Manager of Wansheng Group

Zhao Minghong President of the Ninth Five-Year Plan

hall of fame award

Li Nong, executive deputy director of the Evaluation Center of the Value-added Professional Committee of China Association of Communication Enterprises