Material, a leading insights, marketing and technology company, is pleased to announce it is the recipient of the silver award from the International Customer Experience Awards (ICXA™) 2024 in the “Best Customer Experience Strategy” category for work with Encore, the global leader in event production and technology. Celebrating exceptional achievements in customer experience across industries worldwide, ICXA honors companies and teams demonstrating innovation, commitment and excellence.
Encore partnered with Material on a two-year global service excellence strategy to help enhance its customer satisfaction and retention while laying the foundation for future innovation. Together, they developed Encore’s service excellence vision, organizational model, front-line service standards, communications and training programs and a revamped CX measurement program to guide, engage and track progress across the global workforce.
“We’re honored to be recognized by the international community for our comprehensive approach and bottom-line impact we deliver for our clients,” said Rick Reilly, senior vice president of Material’s CX Strategy practice. “Our team looks forward to continuing to push the boundaries with our unique blend of creativity, strategic vision and operational rigor that helps clients navigate the evolving customer experience landscape.”
Material was also recently named a finalist in two categories with the Marketing Research and Insight Excellence Awards, powered by Quirk’s Media. Material and HCA Healthcare were named a finalist in the “Health Care/Pharmaceutical Research Project” award category for work addressing the nursing shortage and improving workplace culture.
Additionally, Collette Eccleston, PhD, Material’s senior vice president and Center for Human Understanding & DEI lead, was named a finalist for the “Courageous Leader” award, recognizing her profound impact on market research, marked by her innovative use of academic behavioral science and dedication to challenging the status quo.
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