Eclectic Talents Group wins the Best B2B CX Case category at the Ukrainian CX Excellence 2026 awards
Eclectic Talents Group’s systematic approach to working with business clients earned the highest score from an independent expert panel
Eclectic Talents Group, a talent access ecosystem, has taken first place in the Best B2B CX Case category at Ukrainian CX Excellence 2026, Ukraine’s national customer experience awards. The ceremony took place in Kyiv on 23 September.
The team entered the awards with “One Standard of Quality Without Sacrificing Flexibility”, a case study of the group’s CX transformation. This strategic project spans all 11 brands in the ecosystem and aims to build a single customer experience standard across service lines ranging from recruitment to facility management. The transformation began in June 2025.
Each business unit has its own expertise, market and clients, and the group preserves this autonomy as a key strength. At the same time, clients who work with several business lines expect consistent quality, a clear promise and predictable results in every interaction. To meet these expectations, the group built Customer Experience & Service Design in as a shared capability. Teams use it independently to understand clients more deeply, design services around their real needs and scale the strongest solutions across the group.
The transformation unfolded on several levels. The launch partner, Lanka.CX, trained business unit leaders, ran a pilot service design project together with Eclectic Talents Group and handed its methodology over to the in-house service design team. In parallel, the group developed standards, procedures, project charters and business cases that allow the approach to scale.
The first business to adopt the approach was Fillin Facility Services, the ecosystem’s brand providing cleaning and technical maintenance for commercial real estate. The working group brought together delivery specialists, key account managers, business development managers and members of the marketing team, who conducted in-depth interviews with the brand’s clients themselves. The team designed the customer experience around the real needs, pain points and expectations of B2B clients: it mapped customer journeys, identified personas, developed a new value proposition and created a service blueprint to deliver it. According to the company, this is the first known application of service design in Ukraine’s commercial cleaning market. Within three months of the pilot, sales conversion rose by 13.5% and the brand won five new clients in its focus segment.
The second strand of the transformation focused on the voice of the customer. The group turned NPS into a Voice of Customer system and switched from email surveys to telephone interviews. A pilot at the Smart Solutions and Fillin Outsourcing brands showed that clients are ready to talk: the share of meaningful comments, tracked by a new Insight Rate metric, grew from 47% to 98%. Every insight feeds into the action plans of regional teams, and the team later follows up with the client to check the impact of the changes. This led to regular meetings between clients, senior leadership and managers, as well as a new communication standard for emergencies. Following these changes, the number of services per client at Smart Solutions increased by 9.5%, and the number of staff per request at Fillin Outsourcing grew by 10%.
The approach is now being scaled to other business units and markets.
“Expectations of business partners have changed fundamentally, and a systematic customer experience transformation is becoming an investment whose horizon defines a company’s resilience. We chose this path deliberately because we know that the quality of every interaction builds trust, and that trust turns into partnerships that last for years,” says Artem Nikishov, CEO of Eclectic Talents Group.
About the awards
Ukrainian CX Excellence (UCXE) is a professional platform where companies, teams and practitioners present their customer experience solutions for in-depth review and assessment by market experts. The awards are organised by KA Group. The third season attracted more than 50 cases from over 30 companies. Entries were judged in two stages, a written essay and an online defence during a three-day CX marathon, by 54 independent experts. The Best B2B CX Case category recognises companies that build systematic, valuable relationships with business clients.
About Eclectic Talents Group
Eclectic Talents Group is an international talent access ecosystem uniting more than 11 brands in 18 countries. The group frees up business resources, supports economic development and helps people put their talents to work. With 35 regional offices, over 1,000 in-house employees and more than 20,000 specialists engaged in client projects every year, the group covers the full range of business needs, from recruitment to facility management. The ecosystem has been operating for 17 years and has deep expertise in Europe, Ukraine, Central Asia and the Caucasus.
