Focus on customer experience yields CXPA award

SD Worx won the customer experience award in the ‘Business Change or Transformation’ category. The award was presented by the Customer Experience Professionals Association (CXPA) in November 2018.

Customer centricity has been at the top of the priority list of SD Worx for many years. In 2015, we expressed our customer vision for the SME segment in three words: simple, specific and promised.

With our Mindcraft project, we turned that promise into a reality.

Steven Van Hoorebeke, CEO of SD Worx Group, on winning the award Play

What is Mindcraft?

The idea behind Mindcraft is to detect and resolve possible customer dissatisfaction before complaints arise. By responding proactively, we are able to turn negative emotions into positive experiences. The aim is to achieve a score of at least nine out of ten in our next customer survey.

Current results

Customer expierience numbers since Mindcraft

“A legal question was raised while I was speaking on the phone with the payroll officer, so we switched to a conference call that also involved a legal officer. Together, they answered my question quickly and efficiently without excessive phone or e-mail correspondence.”
– Benoit Van Huffel of Viata online pharmacy

International recognition

We share this award with OneStone, the partner that devised and set up the Mindcraft project. Kurt Stragier, Customer Experience Catalyst at SD Worx: "We initially launched Mindcraft in Belgium and the Netherlands and our Global Payroll Solutions teams have jumped on the bandwagon, too. The other countries where SD Worx has offices will follow in the near future. This award is a great way to recognise the fruitful journey we have taken together toward becoming an even more customer-oriented organisation."