Media Requirements

Who Should Enter
Work that delivers exceptional customer experiences through well-designed and executed end to end journeys.

This is NOT for:
Conceptual CX ideas or innovation concepts without clear implementation and delivery.

About the Award

This award recognises excellence in customer experience delivery. It celebrates work that designs and executes seamless, relevant, and engaging customer journeys—meeting real needs, strengthening relationships, and delivering meaningful business impact.

Judging Criteria

1. Executive Summary
Overall quality, clarity, and credibility of the submission. Judges will assess how effectively the customer experience and its outcomes are articulated.

2. Strategy
Demonstrates a clear understanding of customer needs, behaviours, and journey design. Includes how the experience aligns with business objectives and brand positioning.

3. Innovation
Shows evidence of thoughtful or effective approaches to improving customer experience. Includes enhancements in journey design, service delivery, or interaction models.

4. Creativity (Design & Communication)
Demonstrates how the experience is designed and communicated. Includes clarity, usability, and the ability to create intuitive and engaging interactions.

5. Experience
Illustrates the quality of the end to end customer journey. Includes consistency, integration across touchpoints, ease of use, and the ability to deliver a seamless experience.

6. Leadership
Demonstrates leadership in delivering customer centric experiences. Includes cross functional alignment, organisational commitment, and the ability to embed CX into operations.

7. Impact & Results
Provides clear, measurable evidence of success. This may include engagement, satisfaction, retention, conversion, revenue growth, or market impact. Base numbers must be included.