NLMK Named Laureate of CX World Awards
NLMK Group has received high recognition from the international CX World Awards in customer experience. In the 11th awards season, NLMK projects were distinguished in three categories. Each year, more than 400 of Russia’s largest companies take part in the competition.
High regard from the jury in the “Best Customer Journey Change and Improvement Project (CJM)” category
In 2025, NLMK changed its approach to customer relations, introducing a new operating model with continuous feedback loops. The Company launched joint CJM sessions, bringing key customer representatives and NLMK experts to the same table to discuss each stage of the journey. The sessions result in documented customer needs, aligned mutual commitments, new initiatives, and status updates on gains. This has already led to projects that improve product quality, upgrade packaging, and enhance service levels. One particular innovation addressed order status transparency: now, a dashboard and a chatbot allow customers to receive information without avoidable phone calls.
High appraisal by the jury in the “Effective Application of Robotization in CX — In-house Robotics Technologies Across Industries (no vendor participation)” category
A development team was formed from sales department employees, combining business expertise and IT competencies. Any employee can propose a hypothesis for automation. Within a few days, the team builds a working prototype, tests it in real-life conditions, and scales only effective solutions. This approach enables NLMK to respond quickly to customer needs and anticipate demand for digital services. Over two years, more than 10 RPA solutions, 2 data marts and 2 chatbots were launched, including the flagship project on order status tracking.
High regard from the jury in the “Best Customer Complaint Handling Practice” category
Specialists diagnosed the current claim handling model to compare it to the best practices in the market. This made it possible to reach a new level of organization and digital facilitation in interaction with customers. The Company revised the contractual timeframes, streamlined the procedure for standard cases and moved them to Fast Track (expedited review). Based on 2025 results, the average resolution time under Fast Track was reduced to 3 days, and repeat claims were almost fully prevented.
Strong partnerships are the foundation of NLMK’s work. The Company thanks the jury for the high recognition and will continue to make NLMK’s customer journey more convenient and transparent.
