Four winners at the UK Customer Experience Awards: Good experience starts with employees
In four case studies from Customer Experience Magazine's coverage of the awards night, Sky UK, Bupa, Legal & General and London Luton Airport credit their success to developing and listening to employees and bringing teams together.
What's happening
According to Customer Experience Magazine, four winners at the 2026 UK Customer Experience Awards showed the same thing: good customer experience starts with the employees who deliver it. Sky UK, whose workforce is largely field-based and remote, won Best Employee Experience; Bupa made the winners' list with a program aimed at changing the organizational culture behind its customer experience. Legal & General's head of operations said the improvements that won the company Best Employee-Driven CX were shaped by what employees asked for.
Whose desk it lands on
The executive in charge of employee experience. How do customer-related requests from field-based and remote teams currently make their way into decisions?
Our view
The CX Brief's interpretation, not a claim made by the source.
What the four awards have in common is not a new method but a habit of listening to employees. The most concrete example is Legal & General: its head of operations says the company's customer experience improvements came from employee requests. Because the winners told these stories themselves on awards night, the report is not proof, but it is a strong reminder for teams seeking investment in employee experience.
