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®.

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.

Gregorio Uglioni

Head Business Transformation, CX Goalkeeper
Gregorio Uglioni, Head Business Transformation, CX Goalkeeper Thanks to his strong leadership skills, Gregorio has successfully led several transformation programs achieving great results, creating a positive customer impact while relentlessly nurturing a positive innovation culture. His cross-industry engagement for the development of the customer experience discipline (e.g., with his podcast “the CX Goalkeeper”, as a Judge at several international events, as a co-author of the global best-sellers “Customer Experience 3” and “Customer Experience 4”) and his in-depth know-how allowed him to be recognized and awarded several time in Customer Experience Community. Gregorio is heading the Business Transformation at the cantonal hospital of Winterthur.

Jacque Lim

First Vice President, Group Head of Operational Excellence, Contact Centres, Group Technology and Operations, United Overseas Bank
Jacque is a Chartered Quality Professional with the Chartered Quality Institute (CQI) of London, recipient of the Global W.O.W Achievers award at the 8th World Women Leadership Congress (2021), selected as Judge for Customer Centricity World Series as well as Judge for Contact Centres World Top Performers. She has more than 18 years of expertise in curating customer experiences, loyalty program, people & vendor management, strategic management and operational profitability, ranging from financial, digital payments, aviation, loyalty programme, contact centers, travel medical and security across Asia Pacific and global markets.

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.

Krisztina Kanizsai, CCXP

Chief Design Officer, Zoosh, CXPA Hungary Network Leadership Team
Krisztina is an enthusiastic professional of Innovation, UX Research, Customer Experience, and Service Design. She has 15+ years of consultancy background in a variety of domains. Helping clients to innovate faster by creating revolutionary solutions that deliver increased customer and business value.

Margaret Millett

Global Resilience Senior Manager, Uber
Margaret J. Millett (MSBC, FBCI (Hon), MBCP) is an experienced, results-driven and forward-thinking Business Continuity Management (BCM) professional with demonstrated strategic thought leadership and management expertise. She has been actively involved in the BCM profession for 25+ years and worked for Fortune 300 companies.

Pether Jonsson

Global CX Advisor – Manufacturing, SAP
Pether is a CX professional with more than 20 years of experience across the end-to-end customer journey. Specializing in leading change in large and complex organizations, he supports companies to develop and implement enterprise-wide Customer Experience strategies that drive business impact.

Seyada Alkilani

Customer Experience Expert
Expert in enhancing Contact Centers operations and quality assurance through calls/chat optimization, training , risk mitigation and systems enhancement. Participated in several initiatives related to VOC and mystery shopping. Additionally, managed systems and digital channels re-engineering to enhance both customers and frontliners experience.

Andrea Hanyecz

Head of Partnership, CXPA Hungary
A Certified Customer Experience Professional and a Lean Six Sigma Master Black Belt and has spent over twenty years in business improvement in GE Capital and Budapest Bank in various positions in Finance, Quality, Operations, Customer Service and Marketing. She is passionate about driving cultural changes to transfer organisations towards customer centricity. Earned CCXP in 2018.

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.

Imad Hazeem

Customers' Delight Expert
Imad Hazeem is Customers’ Delight Expert, a highly accomplished 18 years of success working within banking, consulting, events management, training, insurance. He provides different service sectors with customer service experience training to improve companies’ employees’ skills while implementing innovative and interactive training and coaching for more than 6,000 employees in Arab region. Imad is the first Palestinian Accredited Customer Experience Specialist – ACXS – from CX Rockstar, James Dodkins, and Customer Experience Specialist from CX University. Imad was one of panelist of 17 Customer Experience specialists around the world to choose (CX Stars) the top of the customer experience professional and influencers in UK.

James Scutt

Principal XM Catalyst, Qualtrics XM Institute
Recognised as one of Europe's leading Experience Management (XM) experts, James is a Customer Experience strategist and Business Transformation expert with a unique, high value add proposition. A Non-executive Director, Committee Chair and keynote speaker, James is a Principal Experience Management (XM) Catalyst with the Qualtrics XM Institute and the founder of the XMcentric.com family of brands. JamesScutt.com

Joost Vossen

VP Global Customer Experience, Elsevier
Joost Vossen is Global Director of Customer Centricity in Elsevier. He is in-charge of a central team that supports all divisions in delivering seamless CX. As a T-shaped Marketing Leader, he focuses his career on Customer Engagement & Data Driven Marketing and has done so in Telecoms, Media, Truck Manufacturing and Publishing.

Kuldeep Chouhan

Certified Customer Experience Professional
Dynamic, hands-on Customer Experience and Transformation Executive with a wealth of knowledge and experience in driving operational and customer experience excellence programs, building digital servicing capabilities, exploring new business development opportunities, delivering revenue and cost impact, and guiding project management activities. An avid problem-solver and analytical thinker who can effectively manage change across the organization. Build and lead talented teams of professionals through interactive training and mentorship opportunities.

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

Ragna Ghoreishi, CCXP

Global Client Experience leader Digital Sales, IBM
Ragna Ghoreishi is a senior CX transformation leader who combines an E2E mindset of client centricity with a proven track record in operation & process transformation, agile leadership of cross-functional & international teams and “passionate out-of-the-box thinking”.

Azlan Raj

Chief Marketing Officer, Merkle
Azlan is the EMEA CMO for Merkle and dentsu’s customer experience management service line. His role spans all capabilities across commerce, data and technology platforms, analytics, media, customer experience and content. He is responsible for continually evolving Merkle and dentsu’s leading digital and data capabilities across the region to drive customer experience transformation for clients.

Elly Domene

Global Vice President of Customer Success Mangata Networks
Elly Domene is a certified customer experience professional, multiple CX award winner, and a globally recognized thought leader in B2B customer experience strategy, human centered design, customer success enablement and transformation.

Ivaylo Yorgov

Managing Director Customer Success, Gemseek
Ivaylo has more than 15 years of experience in CX research and insights. He is currently one of the Managing Directors at GemSeek, overseeing all customer success teams – research and analytics, text analytics, and data science.

Jana Klekar

Coach
Jana's focus is on coaching, supported by consulting in CX and innovation growth.

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.

Lara Khouri

Founding Member, There is no spoon experience consulting & training
Following a very successful corporate career Lara, a "people person who gets process", began her mission to make our world a happier place through an approach to CX/EX training and consulting built on the values of "passion, positivity, and putting people first". Lara is a founding member of Women in CX, mentor, and certified Co-Active® Coach.

Pavol Mikolaj

Customer Experience & IT Process Manager, Business Lease
Pavol believes that best Customer experience needs to start with best Employee experience. He, as a Customer Experience and IT process manager in Business Lease Slovakia, always looking for innovative solutions for external and internal customers. His background is from FMCG, IT and now in mobility solutions field.

Ruud Verduin

Customer Experience Strategy Consultant
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.