Forrester has announced Brenntag and e& as the recipients of its 2025 Customer-Obsessed Enterprise Award for Europe, Middle East, and Africa (EMEA). The award recognizes organizations that prioritize customers in their leadership, strategy, and operations to achieve business outcomes such as growth, customer loyalty, and employee engagement. Both companies will be honored at the CX Summit EMEA, held in London and digitally from June 2–4, 2025. The awards highlight one company in the B2B sector and one in the B2C sector.
Brenntag, a chemicals and ingredients distributor operating in 72 countries, was selected for its B2B efforts. The company implemented a CX ambassador program, training over 500 employees to focus on customer experience, and established a CX war room task force to address customer issues through cross-functional collaboration.
Malc Magee, director of customer experience at Brenntag Essentials EMEA, stated that the company’s approach focuses on personalized customer experiences to build long-term loyalty by listening and responding to customer needs.
e&, a global technology group, was recognized for its customer-centric transformation in its technology business. The company conducted a three-year initiative to align its corporate strategy with the customer journey, using customer feedback to improve experiences across all touchpoints, resulting in measurable business outcomes.
Chris Lipman, chief customer experience officer at e& UAE, noted that initiatives like monthly “Customer Hour” sessions for organization-wide collaboration on feedback and the “Beyond the Desk” program, which fosters empathy among leadership, prioritize customer satisfaction.
Martin Gill, vice president and research director at Forrester and host of CX Summit EMEA, stated that both companies demonstrate how integrating customer centricity into business decisions drives tangible results.
For more details, visit www.forrester.com.
