ETG recognized as Ukraine’s best for service quality to business clients

The group won the “Best B2B CX Case” category at Ukrainian CX Excellence 2026. CX (Customer Experience) is the experience a client has at every stage of working with a company.

Eclectic Talents Group, an international talent access ecosystem that includes SYNEX Logistics, has taken first place in the “Best B2B CX Case” category at Ukrainian CX Excellence 2026, Ukraine’s national customer experience award. The winners were announced at a ceremony in Kyiv on September 23.

One Standard Across 11 Brands

The group entered the competition with its case study “Consistent Quality Without Losing Flexibility.” It tells the story of a CX transformation the group launched in June 2025. The transformation covers all 11 brands in the ecosystem, from recruitment to facility management and logistics.

The main goal is to preserve the independence of each business unit while guaranteeing clients the same high level of quality in every line of business. To achieve this, the group made Customer Experience & Service Design a shared competency. Teams across all brands apply it on their own: they research client needs, design services around them and share their best solutions with one another.

How It Works in Practice

• At the outset, the group partnered with the Lanka.CX agency. Lanka.CX trained business unit leaders, ran a pilot project together with the group and handed its methodology over to an in-house team of service designers. In parallel, the group developed standards, procedures, project charters and business cases to scale the approach.
• Pilot at Fillin Facility Services. The Fillin Facility Services team conducted in-depth interviews with clients themselves. They then mapped customer journeys and defined personas, created a new value proposition and built a Service Blueprint to deliver it. According to the company, this is the first known case of service design being applied in Ukraine’s commercial property cleaning market. Within just three months, sales conversion rose by 13.5%, and the brand won 5 new clients in its focus segment.
• Voice of the Customer. The group turned its NPS surveys into a Voice of Customer system and replaced e-mail surveys with phone interviews. At Smart Solutions and Fillin Outsourcing, the share of meaningful feedback (measured by a new metric, Insight Rate) grew from 47% to 98%. Every insight becomes a task for regional teams, and the group then follows up with the client to check whether the changes worked. As a result, the number of services per client at Smart Solutions grew by 9.5%, and the number of staff per order at Fillin Outsourcing grew by 10%.

The group is now rolling out this approach to other business units and new markets.

Why This Matters for SYNEX Logistics Clients

In logistics, service means predictability above all. Clients need to be confident that their cargo will arrive on time, that they will receive clear information at every stage, and that the team will respond quickly to any unexpected situation. The group’s win at UCXE’26 shows that client care across the ecosystem is not a slogan but a system built on clear standards, measurable results and continuous feedback.

“Expectations from business partners have changed fundamentally, and a systematic transformation of customer experience has become a long-term investment that determines a company’s resilience. We chose this path deliberately because we understand that it is the quality of every interaction that builds trust, and trust turns into partnerships that last for years,” says Artem Nikishov, CEO of Eclectic Talents Group.

About the Award

Ukrainian CX Excellence (UCXE) is a national professional award in customer experience, organized by KA Group. This year, its third season, more than 50 case studies were submitted by over 30 companies. Participants went through two stages: a written essay followed by an online defense of their case during a three-day CX marathon. The winners were selected by 54 independent experts.

About Eclectic Talents Group

Eclectic Talents Group is an international talent access ecosystem. For 17 years, it has been bringing together more than 11 brands across 18 countries. The group has 35 regional offices and over 1,000 full-time employees, and engages more than 20,000 specialists in client projects every year. SYNEX Logistics is the group’s 3PL operator, specializing in complex and temperature-sensitive cargo.