Bluewave Recognised for Unrivalled Customer Experience at the GEM Awards 2026

Bluewave is delighted to have been recognised at Northumbrian Water Group’s (NWG) GEM Awards 2026, receiving the Runner Up award for Unrivalled Customer Experience for our work delivering a transformative, Salesforce-powered Field Service implementation.

Following our previous recognition at the GEM Awards in 2023, this latest achievement is another fantastic testament to the strength of our partnership with Northumbrian Water and the dedication of the teams working together to deliver this ongoing digital transformation.

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Another GEM Award Recognition for Bluewave

The Going the Extra Mile Awards are Northumbrian Water Group’s supplier recognition initiative, created to celebrate the organisations and teams that make an outstanding contribution to NWG’s success. The awards recognise excellence across a range of areas, including customer experience, innovation, collaboration and project delivery.

The Unrivalled Customer Experience Award recognises suppliers that demonstrate an outstanding commitment to customer service, putting customers at the heart of what they do while delivering excellent outcomes for Northumbrian Water. Bluewave was shortlisted across three categories at this year’s awards, with our work ultimately receiving the Runner Up award in the Unrivalled Customer Experience category. The recognition was announced at the 2026 GEM Awards ceremony in Newcastle, bringing together Northumbrian Water and its supply chain to celebrate the achievements and contributions of its partners.

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Transforming NWG’s Customer Experience

The award recognised our work with Northumbrian Water on the transformation of its Developer Services and Field Service customer journeys. Working closely with teams across Northumbrian Water, Bluewave has helped deliver digital platforms that make it easier for customers to interact with NWG throughout their journey. Behind the scenes, these digital capabilities have also helped modernise operational processes, reduce complexity and provide Northumbrian Water teams with the tools and information they need to deliver effective services. The transformation has been a genuinely collaborative effort, with Bluewave working alongside Northumbrian Water as part of a wider team, rather than simply as an external technology supplier. This collaborative approach has been central to our work with Northumbrian Water for more than five years, with both organisations continuing to work together across a range of projects, and with many more to come.

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A Fantastic Achievement for the Team

Speaking about the achievement, Bluewave Sales Director Paul Mooney highlighted the scale of the competition and the contribution of the team behind the projects:

“Huge thanks to the Northumbrian Water team in Bluewave. We recently attended the industry GEM Awards in Newcastle, where Bluewave was nominated in three different categories for outstanding delivery and change. We received the Runner Up award for ‘Unrivalled Customer Experience’, where our project was evaluated alongside tens/hundreds of million-pound projects and punched well above its weight. Very well done.”

The recognition is particularly meaningful given the scale and complexity of the projects being delivered across the wider Northumbrian Water supply chain. For Bluewave, it also demonstrates what can be achieved through close collaboration, specialist expertise and a shared commitment to improving outcomes for customers.

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Continuing a Successful Partnership

This isn’t the first time Bluewave has been recognised at the GEM Awards. In 2023, Bluewave was shortlisted for both the Unrivalled Customer Experience and Achieving a Great Result categories before receiving the Runner Up award for Achieving a Great Result. That recognition celebrated our contribution to the transformation of Northumbrian Water’s Developer Services experience and the results achieved through our collaborative approach.

Three years on, receiving another Runner Up award – this time for Unrivalled Customer Experience – is a fantastic continuation of that journey. Our relationship with Northumbrian Water has continued to grow since those early projects, with Bluewave supporting digital transformation across a range of areas. The projects may vary, but our focus remains consistent: using technology to simplify complex processes, improve customer experiences and help Northumbrian Water deliver better outcomes..

We’re incredibly proud to have received the Runner Up award for Unrivalled Customer Experience at the GEM Awards 2026. The achievement belongs to everyone involved across both Bluewave and Northumbrian Water. From the teams designing and delivering the solutions, to the people working alongside customers and operational teams every day – it is their expertise, collaboration and commitment that make these projects possible.

We’d like to thank the Northumbrian Water team for continuing to recognise and support our work, and to congratulate all of the suppliers and teams recognised at this year’s GEM Awards. Most importantly, we’d like to congratulate everyone at Bluewave who has contributed to our work with Northumbrian Water. We’re looking forward to continuing our partnership with Northumbrian Water and delivering even more customer-focused innovations together.

.If you’d like to know more about Bluewave’s Salesforce-powered digital solutions and how they can improve outcomes for Utilities industry customers, please contact our experts today.