For the third year in a row, Vizolution is proud to announce that we've been shortlisted at the Engage Awards – which is the only customer and employee engagement industry awards in the UK.

This year, we have received a joint nomination with RBS in the 'Best Use of Technology in Customer Engagement' category.

The shortlisting recognises our work in transforming RBS's bereavement journey, using our technology to create a digitally-enabled, customer-centric journey making it more convenient for customers to interact with the bank at what will already be a challenging time.

Implemented across all channels, Vizolution's portal gives the customer more choice in terms of how they interact with the bank and how much human support they would like as part of the journey. It has also accelerated the process by providing the ability to exchange documents digitally.

The bereavement process for customers is now 100% paperless, with average journeys taking just 4 days (compared to 27 days in the previous process).

The journey has already won the silver award at this year's UK Business Awards, as well as being nominated at the UK Digital Experience Awards, and the UK Customer Experience Awards.

Kirsty Hart, RBS’s Chief Product Owner & Design Lead said “The partnership between NatWest Group and Vizolution has meant that we have an effective solution in place and a plan that ensures we continue to improve and support notifiers through the end to end journey”

This is the third year that Vizolution has been nominated at the Engage Awards, having previously been shortlisted in 2019 in partnership with HSBC for our transformation of their receivables finance process, and in 2018 for our work transforming O2's upgrades and retention journey.

This year's Engage Awards has seen a record number of entries, 138 across 19 categories. The awards encompass all areas of excellence within customer and employee engagement, with the finalists across the awards categories spanning every single industry sector.

Traditionally, the winners of the Engage Awards are announced in a glittering ceremony at the Westminster Park Plaza Hotel but due to the ongoing pandemic, this year's finals will be a fully virtual event, taking place on the 3rd December and hosted by the voice of University Challenge, Roger Tilling.

Best Use of Technology in Customer Engagement Shortlist

  • Vizolution in partnership with RBS
  • Chelsea FC
  • Chetwood Financial
  • Engage Hub
  • etracker
  • Govia Thameslink Railway
  • ICON Communications Centres s.r.o
  • Interactions LLC
  • Northumbrian Water
  • RICS
  • Siemens Digital Industries Software
  • The Social Kinetic
  • Verisure
  • Western Power Distribution

Watch our RBS Bereavement Video below

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