The DDC Group Named Finalist in Best BPO Partnership Award

The 2025 UK Customer Experience Awards Honors The DDC Group in Best BPO Partnership Category. 

The DDC Group, a tech-led business process management company (BPM), has been recognized in the "Best BPO Partnership" category at the 2025 UK Customer Experience Awards on October 16, 2025. This recognition highlights the company’s commitment to building powerful, results-driven collaborations that deliver exceptional outcomes for clients. 

This celebrates the strength of their partnerships, which are built on a foundation of deep domain expertise, advanced technology, and a shared vision for success. Earning this distinction is an achievement, underscoring dedication to driving tangible value and fostering innovation within the BPM landscape. 

A Mark of Excellence in a Competitive Field 

The UK Customer Experience Awards are widely regarded as one of the most prestigious events in the industry. The program attracts a high caliber of entrants, from disruptive startups to established multinational corporations, all competing to be recognized for their contributions to customer excellence. To be named a finalist is a testament to an organization's impact and leadership. 

“Recognition as a finalist in this category is a validation of our approach, highlighting the hard work and trustworthiness of the DDC team,” said Praneet Pittal, Chief Business Officer, Retail, Automotive, and Diversified at The DDC Group. “The best partnerships are built on shared goals and mutual respect, and this opportunity affirms that our philosophy delivers exceptional results.” 

The awards process is intentionally demanding, designed to identify and celebrate genuine excellence. It moves beyond simple applications, requiring participants to demonstrate measurable success and strategic insight. This multi-stage evaluation ensures that only the most deserving initiatives are recognized. 

The entry journey involves two critical phases: a detailed written submission and a live online presentation to a panel of independent judges. This structure allows the judges to gain a comprehensive understanding of each entry, from initial strategy to final results, ensuring a fair and thorough assessment. 

The Project 

This year’s entry centered on a standout collaboration between The DDC Group and a leading retailer, designed to transform the client’s existing customer support model for a more unified, efficient future. The project’s scope reached across multiple brands and markets, consolidating a fragmented three-tier support structure into a streamlined two-tier framework managed by The DDC Group. The key goal: faster response times, improved customer satisfaction, and simplified escalation pathways—all delivered under confidentiality and tight operational timelines. 

Initiatives included the re-engineering and documentation of over 60 market-specific processes, the launch of a comprehensive, multilingual training program, and a shift to a scalable, “train-the-trainer” approach. This allowed the client team to cascade best practices quickly and confidently, without ever disrupting live service. The transformation was executed in under 12 weeks, and all onboarding was completed without interruption to customers. 

Challenges were part of the DNA of this project. The teams worked under strict non-disclosure restrictions, without access to many internal stakeholders or detailed process documentation. The DDC Group’s response was equal parts creativity and rigor: reverse-engineering processes, validating workflows indirectly, and embedding fallback options to manage risk. Regular performance reviews, executive sponsorship, and a rolling validation mechanism made sure the migration stayed on target. 

What happened next? Results. Ticket reopens dropped by 4.7%, first-time fix rates rose by 6.4%, average first response times fell by 106 minutes, and total resolution time was reduced by an impressive 471 minutes. Customer satisfaction increased during the transition—even with change happening behind the scenes. Unintended benefits also came out of the process, such as better internal insights and new, scalable models now in use across the client’s wider operations. 

A Night of Celebration 

The culmination of this intensive process is the awards ceremony, a premier event that brings together the leaders and innovators shaping the future of customer experience. This year’s ceremony, held on October 16 at Wembley Stadium in London, was a celebration of the creativity, dedication, and strategic thinking that drive the industry forward. 

We extend our congratulations to all the finalists and winners at the 2025 UK Customer Experience Awards. The collective standard of excellence on display was truly inspiring. This achievement motivates The DDC Group to continue pushing the boundaries of what is possible in business process management, always striving to be the partner our clients need to succeed. 

For media inquiries, please contact Sabrina Williams at sabrina.williams@theddcgroup.com.