We’re delighted to share that Enhanced has been shortlisted in the Best Business Change and Transformation category at the UK Customer Experience Awards 2026.
The nomination recognises a significant transformation of our support team, driven by a simple ambition: to create a more consistent, responsive and confidence-inspiring experience for every customer we support.
As Enhanced continued to grow, we recognised an opportunity to evolve the way our support services were delivered. Towards the end of 2025, we undertook a major review of our service structure, looking at how we could strengthen communication, improve consistency and create more time for proactive service improvement.
The result was Support Evolution. The initiative introduced a new support leadership structure, clearer service frameworks and a renewed focus on team development. While the changes were operational, the goal was always human. We wanted customers to know that when they contacted Enhanced, they would receive clear communication, consistent service and the confidence that their technology is being looked after by people who genuinely care.
Alongside new processes and frameworks, we invested heavily in our people. By creating clearer ownership, supporting professional development and strengthening collaboration across teams, we’ve built a support function designed not only to meet today’s expectations but to continually improve for the future.
As an Employee Ownership Trust (EOT), this approach reflects how we believe great customer experiences are created. When the people delivering the service have a genuine stake in the success of the business and its customers, accountability, care and continuous improvement become part of the culture.
While we’re proud to have been recognised by the awards judges, this shortlisting belongs to the people behind the transformation. The commitment shown by our support team, leadership team and wider business has helped turn a vision into a better experience for our customers every day.
Author
Mike Blunden