Customer Centricity World Series

Registration Deadline: 16 August 2024
Finalists Announced: 03 September 2024
Conference and CX Awards Ceremony in Amsterdam (Hybrid): 12 November 2024

The Entry Journey

Select your Categories and Register Below

Make your payment for Entries and receive your official entry forms

submit your entries within 30 days

Finalists are announced on 3rd September

Receive your questions from our judges

Submit answers to the Judges Questions

enjoy the Hybrid ceremony and celebrate with your team

Receive your feedback report

Reasons to Enter

Recognition

Attend sessions with Thought Leaders and discover how other competing best in class companies are elevating their customer centricity.

Learn

Discover how your peers are becoming more customer centric through the initiatives presented.

Network

Meet business leaders from some of the world's most customer centric companies.

Fun

An engaging conference and awards will include a fantastic gala dinner in Dubai.

The Categories

Choose from 23 categories which best represent how you are improving the Customer Experience. Each company can enter more than one category.

.(Every Entry gives you Entry into your regional Customer Experience award AND the Customer Centricity World Series)

The Customer-Centric Culture category recognizes organizations that have created a culture that puts the customer at the center of everything they do. The judges will be looking for entries that demonstrate a clear commitment to customer service, a well-defined customer-centric culture, and measurable results. Key factors that judges will consider include:

  • The degree to which the organization has embedded customer-centric values into its culture.
  • The effectiveness of the organization’s customer service training and development programs.
  • The measurable impact of the customer-centric culture on customer satisfaction, loyalty, and retention.
  • The degree to which the customer voice is incorporated into decision-making processes.
  • The sustainability and scalability of the customer-centric culture.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of initiatives, programs, or policies that have been implemented to support a customer-centric culture can also be helpful.

 

The Business Change or Transformation category recognizes organizations that have successfully implemented a significant change or transformation program that has had a positive impact on the customer experience. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-defined change or transformation program, and measurable results. Key factors that judges will consider include:

  • The scope and impact of the change or transformation program on the organization and its customers.
  • The degree of innovation and creativity demonstrated in the program.
  • The effectiveness of the program in addressing customer needs and enhancing the customer experience.
  • The measurable impact of the program on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the program.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the change or transformation program and its impact on the customer experience can also be helpful.

The Complaint Handling category recognizes organizations that have implemented effective processes for handling customer complaints and turning them into positive experiences. The judges will be looking for entries that demonstrate a clear understanding of customer complaints, a well-defined complaint handling process, and measurable results. Key factors that judges will consider include:

  • The effectiveness of the complaint handling process in resolving customer complaints.
  • The degree to which the complaint handling process has been streamlined and made easy for customers.
  • The degree of empathy and understanding demonstrated by the organization when handling complaints.
  • The measurable impact of the complaint handling process on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the complaint handling process.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of complaints that have been handled effectively and turned into positive experiences can also be helpful.

The Digital Strategy/Transformation category recognizes organizations that have successfully implemented digital strategies or transformation programs that have enhanced the customer experience. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-defined digital strategy/transformation program, and measurable results. Key factors that judges will consider include:

  • The scope and impact of the digital strategy/transformation program on the organization and its customers.
  • The degree of innovation and creativity demonstrated in the program.
  • The effectiveness of the program in addressing customer needs and enhancing the customer experience.
  • The measurable impact of the program on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the program.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the digital strategy/transformation program and its impact on the customer experience can also be helpful.

The Best User Experience (UX) category recognizes organizations that have developed digital products or services with exceptional user experiences. The judges will be looking for entries that demonstrate a clear understanding of user needs, a well-designed and intuitive user experience, and measurable results. Key factors that judges will consider include:

  • The degree of innovation and creativity demonstrated in the user experience.
  • The effectiveness of the user experience in addressing user needs and enhancing the overall customer experience.
  • The impact of the user experience on customer satisfaction, loyalty, and retention.
  • The degree to which the user experience has been integrated into the organization’s digital strategy.
  • The sustainability and scalability of the user experience.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the digital product or service and its impact on the customer experience can also be helpful.

The Customer Success category recognizes organizations that have effectively supported and enabled their customers to achieve their desired outcomes. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-designed customer success program, and measurable results. Key factors that judges will consider include:

  • The effectiveness of the customer success program in addressing customer needs and enabling them to achieve their desired outcomes.
  • The degree of innovation and creativity demonstrated in the customer success program.
  • The quality of support and resources provided to customers.
  • The measurable impact of the customer success program on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the customer success program.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the customer success program and its impact on the organization and its customers can also be helpful.

The Experience Design category recognizes organizations that have effectively designed and delivered exceptional customer experiences across multiple touchpoints and channels. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-designed and consistent experience across touchpoints, and measurable results. Key factors that judges will consider include:

  • The degree of innovation and creativity demonstrated in the experience design.
  • The effectiveness of the experience design in addressing customer needs and enhancing the overall customer experience.
  • The quality of the experience across touchpoints and channels.
  • The measurable impact of the experience design on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the experience design.

category, it’s important to provide detailed information on each of these factors. Specific examples of the experience design and its impact on the organization and its customers can also be helpful.

This category recognizes companies that have effectively personalized their customer experiences to enhance satisfaction and engagement. Judges will evaluate entries based on:

  • Innovative approaches to personalizing customer interactions across various touchpoints.
  • Measurable improvements in customer satisfaction, retention, or conversion rates due to personalization efforts.
  • Utilization of customer data and insights to tailor experiences and offers.
  • Examples of successful personalized marketing campaigns or product recommendations.
  • Evidence of continuous improvement and optimization in personalization strategies.

This category celebrates companies that have leveraged artificial intelligence to enhance customer experiences. Judges will consider the following criteria:

  • Integration of AI-powered solutions for improving customer service, personalization, or efficiency.
  • Measurable improvements in response times, resolution rates, or customer satisfaction scores due to AI implementations.
  • Examples of innovative AI applications in chatbots, virtual assistants, or predictive analytics.
  • Ethical considerations in AI usage, including transparency and data privacy.
  • Potential for scalability and future developments in AI-driven CX enhancements.

This category applauds initiatives that empower customers to find answers and resolve issues independently. Judges will evaluate entries based on:

  • User-friendly self-service interfaces and platforms for accessing information or completing tasks.
  • Measurable improvements in customer satisfaction, case deflection rates, or support ticket resolution times.
  • Integration of AI-driven technologies such as chatbots, knowledge bases, or interactive FAQs.
  • Personalization and customization options for self-service experiences.
  • Continuous improvement efforts based on customer feedback and usage analytics.

This category celebrates excellence in chat-based customer support operations. Judges will consider the following criteria:

  • Responsiveness and effectiveness of chat interactions in resolving customer inquiries or issues.
  • Utilization of chatbots or virtual assistants to augment chat-based support.
  • Measurable improvements in customer satisfaction, response times, or resolution rates.
  • Integration with other channels for seamless omnichannel experiences.
  • Implementation of proactive chat strategies to engage customers and prevent abandonment.

This category acknowledges excellence in Business Process Outsourcing (BPO) services. You Entry must speak to the experience you create for your customers and not be a marketing/sales pitch of your business. Entries will be assessed based on:

  • Quality of service delivery and adherence to SLAs (Service Level Agreements).
  • Client satisfaction ratings and testimonials.
  • Innovation and value-added services provided by the BPO.
  • Employee training and development programs.
  • Demonstrated commitment to data security, compliance, and risk management.

The Best Customer Experience Strategy category recognizes organizations that have developed a comprehensive plan to enhance the overall experience of their customers. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-defined strategy to address those needs, and effective implementation of the strategy. Key factors that judges will consider include:

  • How well the organization has identified and understood the needs and expectations of its customers.
  • The effectiveness of the strategy in addressing these needs and improving the overall customer experience.
  • The degree of innovation and creativity demonstrated in the strategy.
  • The measurable impact of the strategy on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the strategy.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of initiatives, programs, or policies that have been implemented as part of the strategy can also be helpful.

The Customer Insight & Feedback VOC category recognizes organizations that have developed effective processes for gathering and analyzing customer feedback, and have used that feedback to improve the customer experience. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-defined customer feedback process, and measurable results. Key factors that judges will consider include:

  • The range and quality of feedback channels used by the organization.
  • The effectiveness of the organization’s feedback analysis and reporting processes.
  • The degree to which customer feedback is used to inform decision-making processes.
  • The measurable impact of customer feedback on the customer experience.
  • The sustainability and scalability of the customer feedback process.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of customer feedback and how it has been used to improve the customer experience can also be helpful.

The Best Measurement in Customer Experience category recognizes organizations that have developed effective ways of measuring and analyzing the customer experience. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-defined measurement process, and measurable results. Key factors that judges will consider include:

  • The range and quality of metrics used to measure the customer experience.
  • The effectiveness of the measurement and analysis process.
  • The degree to which customer feedback is used to inform decision-making processes.
  • The measurable impact of the measurement process on the customer experience.
  • The sustainability and scalability of the measurement process.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of metrics used and their impact on the customer experience can also be helpful.

The Employee Experience Strategy category recognizes organizations that have implemented effective strategies to enhance the employee experience. The judges will be looking for entries that demonstrate a clear understanding of employee needs, a well-defined employee experience strategy, and measurable results. Key factors that judges will consider include:

  • The effectiveness of the employee experience strategy in addressing employee needs and enhancing the employee experience.
  • The degree of innovation and creativity demonstrated in the strategy.
  • The impact of the strategy on employee satisfaction, engagement, and retention.
  • The degree to which the strategy has been integrated into the organization’s culture and values.
  • The sustainability and scalability of the strategy.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the employee experience strategy and its impact on the organization and its employees can also be helpful.

The Customer Experience Team category recognizes organizations that have dedicated teams responsible for delivering exceptional customer experiences. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-organized and effective customer experience team, and measurable results. Key factors that judges will consider include:

  • The effectiveness of the customer experience team in addressing customer needs and enhancing the customer experience.
  • The degree of innovation and creativity demonstrated by the team.
  • The quality of customer service provided by the team.
  • The measurable impact of the team on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the team.

To create a strong entry for this category  it’s important to provide detailed information on each of these factors. Specific examples of the customer experience team and its impact on the organization and its customers can also be helpful.

The Customer Centricity in B2B category recognizes organizations that have effectively implemented customer-centric strategies and practices in their business-to-business (B2B) operations. The judges will be looking for entries that demonstrate a clear understanding of B2B customer needs, a well-designed customer-centric strategy, and measurable results. Key factors that judges will consider include:

  • The effectiveness of the customer-centric strategy in addressing B2B customer needs and enhancing the overall customer experience.
  • The degree of innovation and creativity demonstrated in the customer-centric strategy.
  • The quality of communication and collaboration with B2B customers.
  • The measurable impact of the customer-centric strategy on B2B customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the customer-centric strategy.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the customer-centric strategy and its impact on the organization and its B2B customers can also be helpful.

The CX Solution of the Year category recognizes innovative and effective solutions that have positively impacted the customer experience. The judges will be looking for entries that demonstrate a clear understanding of customer needs, a well-designed and executed solution, and measurable results. Key factors that judges will consider include:

  • The degree of innovation and creativity demonstrated in the solution.
  • The effectiveness of the solution in addressing customer needs and enhancing the overall customer experience.
  • The quality of the solution across touchpoints and channels.
  • The measurable impact of the solution on customer satisfaction, loyalty, and retention.
  • The sustainability and scalability of the solution.

To create a strong entry for this category, it’s important to provide detailed information on each of these factors. Specific examples of the solution and its impact on the organization and its customers can also be helpful.

This category acknowledges initiatives aimed at fostering customer loyalty and advocacy. Entries will be evaluated based on:

  • Creativity and effectiveness of loyalty programs or initiatives in building long-term customer relationships.
  • Measurable improvements in customer retention, repeat purchases, or referral rates.
  • Strategies for engaging and rewarding loyal customers, such as exclusive offers, perks, or recognition programs.
  • Innovations in incentivizing customer loyalty, including gamification or tiered rewards structures.
  • Demonstrated impact on overall business performance and customer lifetime value.

This category recognizes outstanding loyalty programs that effectively engage and retain customers. Entries will be assessed based on:

  • Creativity and innovation in loyalty program design and offerings.
  • Measurable impact on customer retention, purchase frequency, or lifetime value.
  • Ease of participation and redemption for customers.
  • Differentiation from competitors and unique value proposition for program members.
  • Demonstrated success in fostering customer loyalty and advocacy.

This category acknowledges excellence in voice-based customer support operations. Entries will be assessed based on:

  • Quality of customer service interactions, including agent professionalism, empathy, and resolution skills.
  • Efficiency metrics such as average handling time, first call resolution rates, and customer wait times.
  • Utilization of technology and tools to enhance voice-based support, such as speech analytics or voice recognition systems.
  • Training and development programs for contact centre agents.
  • Strategies for managing peak call volumes and ensuring service availability.

This category recognizes outstanding performance and teamwork within contact centre teams. Entries will be evaluated based on:

  • Overall team performance metrics, including customer satisfaction scores, productivity, and quality assurance results.
  • Collaboration and communication within the team and with other departments.
  • Examples of teamwork, problem-solving, and going above and beyond to meet customer needs.
  • Employee engagement and satisfaction levels within the team.
  • Contributions to continuous improvement and innovation in contact centre operations.

What are the Costs?

The Awards culminate in a hybrid event taking place both in Amsterdam and online. The fees for Entering the Awards are listed below.

Event attendance is charged separately, with the prices listed below the Entry Registration form.

Entries x 5

1000
  •  

Entries x 3

750
  •  

Entries x 2

500
  •  

Entry x 1

350
  •  
*If you would prefer to register for your categories in the Registration form below before making your Entry payments, you can do so.

Enter

Note: If you are entering on behalf of a Client, please ensure to put your details below, and not your Client’s details.

Attendance Pass

In Person Finalist

VIP Table For 10
6000
  • 10 passes for Conference, VIP Table for 10 at Gala Dinner

In Person Finalist

Table For 10
4500
  • 10 passes for Conference, Table for 10 at Gala Dinner

In Person Finalist

Passes for 5
2500
  • 5 passes for Conference, 5 passes at Gala Dinner

In Person Finalist

Passes for 2
1500
  • 2 passes for Conference, 2 passes at Gala Dinner
  • 2, 5 or 10 Event Passes Conference 14th November 2024
    * Physical Conference
    * Networking
    * Access to over 100 CX Case Studies
    * Breakfast, Coffee Breaks and Buffet Lunch
  • 2, 5 or 10 Event Passes Gala Ceremony 14th November 2024
    * Awards Gala Ceremony
    * 3 Course Dinner
    * Unlimited Beverages
  • Promotion via Social Media / Email / Marketing Campaigns as a Finalist
  • Marketing Materials to promote your involvement
  • Benchmark Feedback Report featuring comments and suggestions from our Expert Judges
  • Ongoing Access to our CX Community including webinars and networking events
  • Digital Winners Pack / Digital Highly Commended Pack (should you win / highly commended)
  • Trophy (should you win)

Virtual Finalist

Pass
1000
  • Access link to watch the Virtual Ceremony​
  • Virtual Event Passes, Ceremony
    * Networking
    * Access to over 100 CX Case Studies
  • Watch Party Passes to the Physical Ceremony Watch Party
  • Promotion via Social Media / Email / Marketing Campaigns as a Finalist
  • Marketing Materials to promote your involvement
  • Benchmark Feedback Report featuring comments and suggestions from our Expert Judges
  • Ongoing Access to our CX Community including webinars and networking events
  • Digital Winners Pack / Digital Highly Commended Pack (should you win / highly commended)
  • Trophy + Shipping (should you win)

*Attendance is not mandatory however if you are a winner you will need to pay for your trophy plus shipping

Frequently Asked Questions

The full criteria can be found here.

The awards are judged in the written entry. Winners are selected based on the highest score of the assessment. Winners are only announced when the trophies are presented at the Awards ceremony on the 12th November 2024.

It really depends on the nature and timelines of the initiative/project/campaign, however if you are in any doubt, members of our team would be happy to help guide you on suitable categories for your story and advise the way forward.

The process is very simple and all the information is listed here, If you have any additional questions please contact us and a member of the team will be happy to help – Learn how to enter.

All our judges are independent specialists in their chosen categories. Take a look at all of the judges (so far) at this years awards here.

If you scored over 70% in your regional entry and your category is available in this programme, you have the option to be automatically confirmed as a finalist for the world series.

Absolutely, just fill out the entry registration form and one of our team will be in touch shortly with your entry forms

Thank you for your registration!
We will be in touch with you via email shortly.