Staged annually by the Direct Commerce Association (DCA), the awards were established to recognise excellence in the retail sector, with entries evaluated by an independent panel of experts.
Featuring 26 award categories, Ricoh won the top prize in Business Transformation, with the judging panel recognising successful changes within its Graphic Communications division.
Samantha Precious, strategy and services development manager at Ricoh Graphic Communications, says: "Ricoh as a business has been on the journey of transformation in what continues to be a challenging and ever-changing business landscape. Within our Graphic Communications division we saw very early on that our customers’ needs were changing – shorter print runs, multi-channel communications and hyper-personalisation have created new capacity for digital print.
“We understood that if we wanted to deliver great service to our customers and to continue being successful, we had to change our mindset from customer service to post-sale client care to customer acquisition and success; and all of that had to come with a clear focus on customer outcomes, improved customer journey, better retention and sales conversion rates.
“Winning this award would not have been possible without our people; service team and client success teams in particular and, of course, project teams at customer side. It is their dedication, expertise, collaboration and focus that drive our digital service capabilities and commitment to leading change.”
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