Charlotte Dunsterville, chief customer officer at Sure, has been shortlisted for the MyCustomer CX Leader of the Year Award 2019.

The award celebrates customer experience practitioners from around the globe for their role in enhancing and promoting customer experience both within and outside their businesses.

Since joining Sure six years ago Charlotte has improved service standards and introduced a long-term customer strategy that has transformed the organisation’s culture.

She has implemented several customer-led initiatives including changing the frequency of customer communications, multiskilling employees to work across different teams and mapping customer journeys to identify where the customer experience can be enhanced.

Charlotte also set up a customer panel to facilitate ongoing conversations with customers about their experience and to discuss key projects such as the company’s digital transformation programme.

Ian Kelly, CEO of the Sure Group, said: “It is wonderful news that Charlotte is a finalist in the CX Leader of the Year Award; the recognition is very well deserved.

“One of Sure’s values is customer focus and Charlotte has worked hard to bring this to life and embed this in everything we do. She’s transformed Sure’s culture internally to a business where customers are a key element of any discussion about business strategy.

“Her work has contributed to Sure leading in both mobile and broadband customer satisfaction scores against our competitors for the last four years and employee engagement scores have increased significantly.” 

As part of the selection process, leaders detailed their stories of customer experience transformation outlining the impact customer experience has had on their businesses and the challenges they've overcome along the way.  

More than 80 customer experience leaders were considered for the award from 23 different countries including the USA, Nigeria and Myanmar. 25 individuals have been shortlisted.

Applications were judged on the measurable impact the individuals have had in their role, the achievements they have made to help champion customer experience and their performance based on objectives and visions.

The overall winner of the award will be announced in November 2019.