Koningin Elisabeth Instituut – KEI as the most patient-centered organization and smartphoto as the most customer-centered organization are the winners of the 2024/2025 Customer-Centered Organization Awards.
KEI – KONINGIN ELISABETH INSTITUUT
It quickly became clear that the patient as a person is at the centre of this organization. The patient with their loved ones, the patient as a unique individual, the patient as a co-decision-maker in their treatment.
The patient is part of the ecosystem that ensures their care or recovery.
It is a tailored, holistic approach. It starts before they enter and doesn’t end when they leave.
It’s not just the doctors who guarantee this excellent approach; all employees are involved in shaping this vision and policy plan.
Every team member is asked for input and feedback. Satisfaction is a significant benchmark for this organization.
The entire model applied here is dynamic and flexible. It’s a continuous improvement model.
You can feel how this vision is implemented in the organization with soft yet firm guidance—department by department, both horizontally and vertically.
A golden rule within this organization is:
“When we sail together, we move forward.”
We want to add:
“The set of the sails, not the wind, determines the course.”
smartphoto
Many organizations put their customers first—or at least, that’s what their marketing says.
But then some companies embody this so deeply, it becomes part of their very DNA.
You notice it in several aspects: the long-term retention of employees, the consistent translation of a customer-centric vision into daily habits and actions, and the obsessive pursuit of perfection.
And also, no matter what happens, solving the customer’s problem—even if they themselves are the cause of that problem.
It shows that people are willing to go the extra mile for customers, as long as they are given the right framework, trust from leadership, the right tools, and the freedom to act as they see fit.
And when you manage to do all this in an environment where the customer isn’t physically present, that can only lead to respect.
And that is why smartphoto is a more than deserving winner.
Carglass
Nominated
Category
Customer-Centricity
Securex
Nominated
Category
Customer-Centricity
Smartphoto
Nominated
Category
Customer-Centricity
AZ Zeno
Nominated
Category
Patient-Centricity
KEI – Koningin Elisabeth Instituut
Nominated
Category
Patient-Centricity
Interested in becoming a CCO Awards Sponsor or Partner?
Contact Annita at 0475 69 01 29 or annita@usentric.be
