Forrester has announced Brenntag and e& as the recipients of its 2025 Customer-Obsessed Enterprise Award for the Europe, Middle East, and Africa (EMEA) region. This award recognizes organisations that prioritize customer-centricity at every level to boost sustainable growth, loyalty, and employee engagement. The winners will be celebrated at the CX Summit EMEA event in June 2025.

Highlights of the Award and Winners

Brenntag: Championing Customer Obsession in B2B

• Brenntag is a global leader in chemicals and ingredients distribution, operating in 72 countries.

• The company integrates customer obsession through initiatives like the CX ambassador programme, training over 500 employees as customer experience champions.

• The CX war room task force works cross-functionally to resolve systemic customer pain points.

• Brenntag’s approach focuses on personalized, impactful customer experiences beyond transactional interactions.

• Malc Magee, Director of Customer Experience, highlights the importance of listening, acting, and caring to build long-term customer loyalty.

e&: Driving Customer-Centric Transformation in Technology

• e& is a global technology group recognized for its comprehensive, three-year customer-centric transformation.

• The transformation aligns corporate strategy closely with the customer journey by actively listening and acting on customer feedback.

• Initiatives include the monthly "Customer Hour" for organization-wide collaboration and the "Beyond the Desk" program that fosters empathy among leadership.

• Chris Lipman, Chief Customer Experience Officer, emphasizes the commitment to customer satisfaction at all organizational levels.

Significance of the Award

• The award distinguishes firms leading customer obsession in both B2B and B2C sectors.

• It highlights the value of embedding customer-centricity into every business decision, driving measurable business success.

• Martin Gill, Forrester’s VP and Research Director, praises the winners as examples of embedding customer centricity beyond isolated interactions.

The recognition of Brenntag and e& underscores the growing importance of customer obsession in driving sustainable business growth and loyalty. Their strategies and programs serve as models for organizations aiming to place customers at the core of their leadership, operations, and strategy.