Recognition for Our Approach to Employee Experience
At MST, we are celebrating. Together with our client Costa Cruises, we have won the award for Best Employee Experience Strategy in Contact Center at the 17th edition of the Platinum Customer Experience Awards.
This recognition fills us with pride because it validates a principle we strongly believe in: to deliver an outstanding customer experience, we must first take care of the people who make it possible every day.
In an environment as demanding as the Contact Center industry, people are the true driving force behind service excellence. That is why, together with Costa Cruises, we have developed an Employee Experience strategy focused on employee well-being, motivation, professional development, communication, and recognition.
People at the Heart of Our Strategy
This award recognizes a way of working built on listening, continuous improvement, and shared commitment. We have implemented initiatives designed to create a more positive, collaborative, and goal-oriented work environment.
Behind this project lies a comprehensive approach that includes training, coaching, close leadership, management tools, engagement initiatives, and a strong team culture that supports continuous growth.
We firmly believe that when professionals feel supported, valued, and empowered, they are able to deliver their very best in every customer interaction. This directly translates into an enhanced Customer Experience.
Employee Experience and Customer Experience: Two Paths Moving Forward Together
For us, Employee Experience and Customer Experience are deeply interconnected. One cannot exist without the other.
A motivated, well-trained, and engaged team is better equipped to create more meaningful conversations, effectively address customer needs, and build stronger relationships based on trust.
This recognition, achieved together with Costa Cruises, confirms that investing in people not only improves the workplace environment but also drives service quality, operational efficiency, and business results.
An Award Shared with the Entire Team
This Platinum Customer Experience Award is, above all, a recognition of the people who make this project possible every day.
To all the teams involved in delivering the Costa Cruises service, thank you for your dedication, positive attitude, and ability to turn every challenge into an opportunity for improvement.
As our CEO states:
“This award recognizes much more than a strategy. It recognizes the hard work, passion, and commitment of the people who make our project possible every day. At MST, we are convinced that taking care of our teams is the best way to take care of our customers. We proudly share this recognition with Costa Cruises and with all the professionals who have contributed to making it possible.”
Moving Forward
Winning this award motivates us to continue working with the same enthusiasm and sense of responsibility. We understand that Employee Experience is constantly evolving, just as customer expectations continue to change.
For this reason, we will continue to invest in innovation, active listening, training, employee well-being, and continuous improvement as the foundations for building workplaces where people can grow, create value, and feel part of something meaningful.
At MST, we would like to thank Costa Cruises for their trust and for sharing our vision of a people-centered customer experience.
This recognition reinforces our commitment to a way of working where Employee Experience, Customer Experience, and Operational Excellence advance together.