Customer Centricity World Series

Scoring of Entries

The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.

Our scoring model is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.

 

The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.


We are delighted to receive the endorsement of our scoring model by Chester Business School operating under the auspices of the University of Chester, which provides a clear, fair and robust evaluation of all of our entrants stories.

For some time, the University of Chester, has exemplified its long standing commitment to international business and has for example, been instrumental in bringing the real world of business directly into the academic arena of the classroom.

 

Awards Scoring Method Certified by the Customer Institute

Each criteria scored 1-10 (10 being the highest score)

After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.

Scores are aggregated and given a percentage.

Finalists who score within 3% of the highest marks of that category will be winners.

Judging Panel

Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge has been invited to take part in the world series after their exemplary performance at the regional awards. To ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.

Interested in becoming a judge? Apply to judge one of the regional awards first and next year, your profile could be on display below.

Graham Shapiro

Chairman of Judges - CEO, GSD
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

Anastasia Vladychynska

Inspirational CX Speaker|Consultant
A US Certified Customer Experience Advisor, Anastasia has started a Customer Service Revolution in the country where the word ‘serve’ does not exist in the language (Ukraine). From that point she has helped brands like MaxMara, Credit Agricole, McDonald’s and many others improve their customer experience by transforming the thinking processes and beliefs of management and employees. Anastasia is teaching MBA students at Kyiv Mohyla Business School and is a professional speaker and graduate of National Speakers Association in New York City.

Bruno Guimarães

Community Manager - Founder, Amigos do CX
Bruno is the Director of Growth and Relationship management for Brazil at Mobile Marketing Association and the founder of local Brazilian CX community Amigos Do CX. Passionate about people and CX. He believes on the collaborative learning and on the values of communities. His goal with the A.CX is to integrate people, exchange experiences and constantly look for new initiatives to support market development. In his spare time is a triathlete, has completed 5 Ironmans, 8 marathons and 2 ultra marathons, crossing the Andes Mountains running.

Charlotte Barnett

DFS Global Voice of the Customer Sr Manager, Dell Technologies
Charlotte is a passionate customer experience leader at Dell Financial Services (DFS), with a key focus to understand customer expectations and needs during their end to end journey. She finds it important to partner with other DFS leaders to drive CX excellence throughout her organization.

Carl Riley

Founder, Riley Group Inc
Carl Riley is the founder of the Riley Group Inc (RGI), an award winning customer experience agency focused on driving human and business impact through design. He is interested in human-centered design, co-creation, projective research techniques, sociocultural anthropology and trends, semiotics, Gestalt theory, placemaking, community building, service design and intersectional spaces. Some great relationships he has enjoyed include Target, Starwood Retail Properties, Convene, Green Growth Brands, Schraft’s Specialty Fertility Pharmacy, O’Hare Airport, the Boot Barn and Zondervan Publishing. He is a midwesterner living in the New York City.

Christina Dolding

Head of Customer Experience, LV=
Christina is the Head of Customer Experience at LV Financial Services. She has worked in the financial services sector in the customer experience world for nearly 25 years. Her unique, unconventional and creative thinking has brought the customer to life in the most unexpected but impactful way. She has won a series of internal and external awards for her work and was awarded the UK Customer Experience Professional of the Year in 2016.

Andy Netzel

VP, Voice of the Client/Employee, KeyBank
Andy Netzel, CCXP is VP, Voice of the Client and Employee at KeyBank, focused on CX measurement, journey mapping, prioritization and continuous improvement for commercial and consumer payments. He previously helped shape client journeys at Hoover vacuums and Things Remembered.

Sanjeev Shelar

Global CX Head of Digital Delivery, Dropbox
Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!

David Savage

Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.

Craig Lee

Customer Experience Director, Customer Experience Group
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors. Craig is Customer Experience Director at Customer Experience Group and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Ali Malik

Head of Customer Experience, Static-A
Ali Malik, CCXP is a Certified CX practitioner, consultant, trainer and VOC platform enabler. Representing Static-A, CX Research and Strategy firm, Ali is helping organizations in designing & implementing CX Measurements, Mystery Audits, Omni-channel Voice of Customers, NPS, CX Strategy, CX Training’s and enabling Customer Centric Cultures

Karin Nemcekova

CX Advisory
Karin has years of practice designing and delivering customer-led services for ING Bank, KBC Bank and KPMG. She believes that problems of getting superb customer experience are immense, systemic, and complex, but experience design-led approach, the right partnerships, and sustained engagement with a particular problem can create transformative change.

Gregorio Uglioni

Head of Business Excellence and Customer Experience
Gregorio Uglioni is an expert in Digital and Business Transformation, passionate about Customer Experience always striving for innovative solutions for internal and external customers. Gregorio is Head of Business Excellence and Customer Experience.

Matias Gadda Thompson

CEO, Blecx
Co-founder and Director of Blecx, with 23 years of experience in strategic project management and CX program deployment among a wide variety of industries. Certified Six Sigma Master Black Belt by ASQ, and led more than 10 gold awarded teams in the International Team Excellence Award Competition

Diane Magers

CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia, СXPA member, loyalty measurement and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., keynote speaker and СХ blogger

Beatrix Kapitany

Head of Customer Experience & Transformation, Deutsche Telekom Global Carrier
Beatrix Kapitány is Head of Customer Experience, Transformation and Business Steering at Deutsche Telekom Global Carrier. With over 20 years of business experience, she has a proven track record with successful large-scale system integration and customer experience projects as well as strategic transformation initiatives. Today, she is putting her experience in these areas to use as a member of the organization’s leadership team. In addition to working on an extensive automation and digitization program, she is involved in developing plans for Big Data utilization as well as other forecasting and analysis activities.

Jacek Wieczorkowski

Head of Customer Experience Team, Santander Consumer Bank s.a.
Jacek has been associated with the banking sector since 2004. He creates and supports activities aimed at providing clients with positive experiences in all touchpoints with Santander Consumer Bank. He is responsible for the quality of customer service, internal communication and development of employee competences.

Bob Azman

Founder & CXO, Innovative CX Solutions
Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.

Dana Hyatt

Customer Experience Principal, CCXP, Slalom
Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

Alec Dalton

Sr. Manager of Global Quality, Marriott International
Alec specializes in service science. He is Senior Manager of Global Quality for Marriott International, and an Advisor for HorizonCX. Alec previously operated luxury hotels for The Ritz-Carlton and Disney. He co-authored both best-sellers in the Customer Experience book series.

Marty Kaufman

Founder & Principal, infinipoint
Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.

Patricia Descamps

CX Expert
As a strong CX and Consumer Insights leader with 10+ years of experience, Patricia has supported different organizations in developing and implementing robust Customer Satisfaction programs and research methodologies to take the relationship between brands and consumers to the next level.

Jan Uriga

Experience Center Lead, ex-PwC
Jan believes in the value of science and magic of creativity/emotions that both serves for the good of humans. Have worked with value-adding leadership and transformation tools creating both top line and bottom line growth. By constantly challenging the way things are done he design and implement customer and employee experience strategies.

Ankesh Agarwal

Director, Kantar
Ankesh is a seasoned CX practitioner with passion towards creating memorable customer experiences via consumer understanding, digital transformation and organization alignment. He has a rich 15-year experience managing CX advisory, CRM, E-comm and Insights engagements across the Middle East and Indian sub-continent. He brings in a holistic perspective on CX consulting, client-side understanding, entrepreneurial zeal and stakeholder management to his client engagements.

Roxie Strohmenger

VP, CX Strategy, UKG
Roxie Strohmenger, CCXP is a driven transformation executive and co-creator of Forrester's CX Index™ with 15+ years of experience as a practitioner and thought leader. Roxie has deep expertise in designing and executing innovative CX transformation initiatives that tap into the six core CX competencies and leveraging CX best practices to create differentiated, high-quality experiences that create, sustain, and expand customer loyalty.

Sue Duris

Director of Marketing and Customer Experience, M4 Communications, Inc.
Sue is the Director of Marketing and Customer Experience at M4 Communications. She works with organizations and exec teams to help them become customer obsessed and build and sustain their CX programs. She is a writer and speaker and also hosts the famous #CXChat on Twitter.

Aslan Patov

CEO, Renascence
Aslan is a founder and head of advisory @ Renascence. He is an author of a Customer Experience framework, Customer Experience coach, speaker, choice architect & advocate of behavioural science. Helping brands bring clarity into processes, environments and decisions. Years of leading behavioural research in Geometry Global and Ogilvy in London and Dubai offices pushed him to re-think the way customers needs & experiences are approached. It became fundamental in establishing Renascence and successfully engaging with the region's leading brands like Emaar, Meraas, Dubai Properties, Chalhoub Group & others. He has depth in Real Estate, Financial Services, and other industries.

Paulo Azevedo

Director, Head of Client Experience
Paulo is a Director, Head of Client Experience. He is a passionate customer experience leader that fosters a culture change shift to a more client-centric way of thinking and working, by understanding customer expectations and needs during their end to end journeys, and defining and implementing strategies to meet them.

Stefan Osthaus

CEO - Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

Balakrishna Murthy

Sr. Manager- CX Capability Building, Majid Al Futtaim
Bala helps Organisations to visualise Customer Experience (CX) as a value driver and enables to develop relevant competencies to meet current needs and the required capabilities to meet future needs of customers. He has led several successful engagements in Customer Insights, CRM and CX for brands in Automotive, Healthcare and Hospitality sectors for over two decades in the Middle East region. Bala is an accredited practitioner of SCHEMA® - Customer centricity framework, and a Certified Customer Experience Professional (CCXP) committed to the highest levels of professional and personal excellence.

Jerry Angrave

Customer & Passenger Experience Director, Empathyce
Jerry is founder and CX Director at Empathyce. He has a background of in-house corporate CX roles and is now a consultant and coach. Jerry is a Certified Customer Experience Professional (CCXP) and an officially authorised trainer for the accreditation.

Jef Teugels

Co-Founder & CEO, Reins Group, LLC
In his pursuit to help companies drive frontline growth, Jef Teugels, CCXP, works on actionable insights gained from the force fields where customer behavior, organizational readiness, and exponential technologies meet. The outcome of what Jef co-creates with his clients must lead to differentiation on the market while offering hyper-relevancy to his clients’ customers. Currently, he was head of digital commerce at BDO Digital. He is an advisory board member at CDP Institute, an accredited partner of MarketCulture Strategies, and guest lecturer customer relations and organizational behavior at Thomas More University College.

Cory Davison

CEO & Co-Founder, 4Xperience Ltd
With more than two decades of corporate and consulting experience, Cory has been a CX change maker for companies like Toyota and SMART Technologies and is an advisor for fast growing companies such as Shopify Plus, TAB Bank and Benevity. She's also the weekly host of Coffee with Cory!

Hank Brigman

Chief Experience Officer, Customer Experience Strategies, Inc.
A CX pioneer and the first to define “touchpoint” on Wikipedia, Hank’s methods for delivering quantifiable results in-house and as a consultant are shared in keynotes and were captured in the best-selling TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint.

Rodrigo Edwards

Executive Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America. Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.

Brian Dennis

SVP - Retail Customer Engagement, SMG - Service Management Group
Brian is the SVP of Retail Engagement for SMG and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.

Jim Tincher

Founder & Mapper-in-Chief, Heart of the Customer
Jim Tincher, CCXP, is a nationally recognized customer experience thought leader, journey mapper, author, keynote speaker, and entrepreneur. Jim led customer experience programs at Best Buy and United HealthGroup before launching his innovative CX consultancy, Heart of the Customer. The firm helps start-ups to Fortune 50 organizations use voice of the customer research to improve loyalty, identify unmet needs, develop new products, and manage customer journeys. His book, How Hard Is It to Be Your Customer?, is considered a must-read for leaders focused on customer experience.

Prithwi Dasgupta

CEO & Founder, SmartKarrot Inc.
Prithwi is Founder & CEO at SmartKarrot Inc. He has over 20+ years of experience in scaling and building profitable businesses. Prithwi is passionate about customer experience and the technology enablement of influencing digital touchpoints.

Ruud Verduin

Founder & Managing Consultant, Smart Connections bv
Ruud Verduin is recognized as an expert in customer experience and customer relationship management in The Netherlands. He is head of consulting at Smart Connections, helping clients with effective customer-centric strategies and supporting them in customer experience transformation.

Betül Yılmaz

Founder, Elephant Istanbul
Betül Yılmaz is founder of Elephant Istanbul - customer experience and strategy design company. She has more than 15 years of experience in financial sector. She was Head of Marketing and Customer Experience at TEB BNP Paribas and prior to that has taken various positions in multiple countries leading the marketing and sales teams. She is a professional coach and a lean change agent.

Faran Niaz

Customer Experience Specialist
Highly experienced Customer Experience & Digital Transformation specialist. Change Management Expert with over 25 years of experience in Banking / Financial Services including successful establishment and running of Alternate Channels, Call Centers, Customer Service Units, Complaint Resolution Units & Quality setups for Citibank, Mashreq Bank & Abu Dhabi Islamic Bank. Global Customer Experience Judge and speaker on various platforms as an industry expert. Faran has led ADIB win ‘Best Bank in Customer Experience’ in UAE for last 7 consecutive years. An achievement of un-parallel proportions. Faran is also a talented and an Award winning photographer. His photographs have been exhibited in UAE, Thailand and Italy.

Alexander de Groot

VP Marketing Procurement, Signify
Alex has 24 years-experience across Telecom & Lighting Industry with various positions in Procurement, Presales, Product mgt & Finance Developing global partnerships based the impact for our customers and revenue potential besides total cost of ownership.