MODUS X Receives Award for Best CX Project
MODUS X has won in the "Best Customer Experience Project" category of the National "BPM Project of the Year 2026" Award — one of the leading professional honors in the field of business process management in Ukraine. The award was presented on June 11 at the Business Process Management Conference 2026, organized by ABPMP Ukraine.
The recognition was awarded to a project to build a Customer Experience management system, delivered by our team. Methodological support was provided over two years by CustomerVista Advising.
Customer Experience Transformation
The goal of the transformation was to bring MODUS X to the external market with a service capable of competing with industry leaders. To this end, the company introduced a dedicated Customer Experience management function and implemented large-scale changes:
- Launched an extensive research study involving more than 3,500 employees of DTEK and MODUS X;
- Built 10 Customer Journey Maps and identified customers' key pain points;
- Developed 34 initiatives covering every point of interaction;
- Established customer-centricity principles across three levels — communication, processes, and culture;
- Embedded CX as a strategic initiative at the C-level and transitioned it from a project into a permanent service.
Results and Recognition
This systematic work on customer experience delivered tangible business results for the company: an 18% increase in profit for 2025, expansion of the team from 500 to 800+ specialists, and a confident entry into the external market. The company raised its target customer loyalty score (NPS) to 76.7, compared with the IT industry average of 39.
"We measure customer experience not on slides, but in real results: speed of response, quality of solutions, and customer trust. It's gratifying that this approach has been recognized at the national level," said Olha Oleksiuk, Customer Experience Manager.
About the Award
The National "BPM Project of the Year" Award recognizes the strongest projects in the field of business process management and organizational transformation. This year, the jury reviewed more than two dozen cases from various industries — from the financial sector and manufacturing to education and small business. The award is organized by ABPMP Ukraine.
About MODUS X
MODUS X is a Ukrainian technology company within the DTEK Group that provides professional IT services and solutions for large and mid-sized businesses in Ukraine and abroad.
The company has more than 800 experts, supports digital transformation, implements innovative technologies to improve business efficiency, and develops its own products.
MODUS X’s core technology areas include data management and AI, business application development and implementation, IT infrastructure, cybersecurity, digital workplace and technical support, and IT consulting.
The company is a partner of leading IT industry players such as Microsoft, SAP, Creatio, IBM, Lenovo, Trend Micro, Check Point, Cohesity, Tenable, and others.
