Media Requirements

Who Should Enter
Work that reimagines the customer experience through new approaches to journeys, interactions, or touchpoints.

This is NOT for:
Well-executed customer experience delivery without meaningful innovation.

About the Award

This award recognises innovation in how brands design and deliver customer experiences. It celebrates work that transforms customer journeys to be more seamless, connected, and meaningful, creating stronger relationships and delivering real value to both customers and the business.

Judging Criteria

1. Executive Summary
Overall quality, clarity, and persuasiveness of the submission. Judges will assess how effectively the experience innovation and its impact are articulated.

2. Strategy
Demonstrates a clear understanding of customer needs, behaviours, and pain points. Includes insight-led thinking and a defined opportunity to improve or transform the experience.

3. Innovation
Shows evidence of new or reimagined approaches to customer experience. Includes innovation in journey design, service models, personalisation, or the use of technology to enhance interactions.

4. Creativity (Design & Communication)
Demonstrates how the experience is designed and communicated in a way that is intuitive, engaging, and aligned to the brand. Includes interface, interaction, and service design.

5. Experience
Illustrates how the innovation improves the end-to-end customer journey. Includes integration across touchpoints, consistency, ease of use, and overall quality of the experience.

6. Leadership
Demonstrates leadership in driving customer-centric thinking within the organisation. Includes cross-functional collaboration, change management, and the ability to embed new experience standards.

7. Impact & Results
Provides clear, measurable evidence of success. This may include improvements in customer satisfaction, loyalty, engagement, retention, or business performance.