Transforming their customer service performance strategy was a core component of business growth within Cadbury. Project Heartbeat was set up to deliver best practice service performance and challenge the thinking within the business through a systematic review and alignment of processes, systems, structures and capabilities. The project has delivered targeted improvements and driven supply chain partnerships like never before.

Emma Pawson, Customer Innovation Manager at Cadbury said, "We were very pleased to be shortlisted but to win the category on the night was even better. It was a very public endorsement of the changes made across the business and the joint efforts of so many people in Cadbury to improve the experience for our customers. It was particularly pleasing to do this at the centenary dinner of the IGD when so many current and past industry leaders were there. In the year to come, the award will be seen as a real milestone in our journey and will motivate our teams across commercial and supply chain to get even better."