European Customer Centricity Awards

Why become a Judge?

Be Seen as a Thought Leader

Learn how Organisations around the world are doing things differently

Network with industry leaders

Elevate your personal brand

Gain access to real world case studies

Your role as a Judge

Score written entries

Each entry is around 2,100 words and takes approximately 20 minutes to read and score. This score is weighted at 50% of the total score.

Score the Virtual Presentations

Each finalist will be given 15 minutes to present their case study via pre recorded video. This score is weighted at 40% of the score

Provide written comments to entrants

This valuable feedback helps companies validate the great work that they are already doing and where they can improve.

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 is carefully vetted 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.

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®.

Laura Tengerdi, CCXP

Co-founder and Country Lead, CXPA Hungary
Laura Tengerdi is CXPA Hungary Co-founder and Network Lead, Brand and Customer Experience Consultant. She is former Head of Marketing and Customer Experience of Budapest Bank, previously she worked in senior management roles in the Central European Organization of Unilever. She has 25+ years of experience in brand marketing and customer experience, background in both B2B and Business to Consumer roles, managing global and local brands. Since 2018 a Certified Customer Experience Professional, CCXP.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia. Co-author of 2 Amazon bestsellers, CXPA Russia network lead, CХ leadership and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., CCXP, international keynote speaker and СХ blogger. Proud mom, thankful daughter and loving wife.

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.

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.

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

CEO of Reins Group
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.

Olga Pominovska

Head of Customer Feedback, Baltics, Swedbank
Olga works in Swedbank as Head of Customer Feedback, Baltics (Estonia, Latvia, Lithuania). Professional with a wide customer centricity vision and 10+ years practical experience in creating trusted and beneficial relationships between companies and clients in various areas as banking, insurance services and mobile telecommunications. The field of professional interest is customer surveys and research programs to discover customers‘ insights and loyalty drivers.

Michael Brandt

CX Trainer / Consultant, CX Excellence
Michael is a CX Strategist with many years’ experience implementing CX programs in global multi-cultural organisations. He was responsible for Process Excellence in Customer Care across ABB’s worldwide network from 2012 – 2019. He was President of a Joint-Venture company in Japan from 2000-2007 with B2B experience across the APAC region.

Gabriela Ciupitu

Customer Experience Manager, BNP Paribas Personal Finance
Gabriela has a proven record of developing the Customer Experience’s Design and Transformation in the company. Her clear focus is to create the connection of customers and employees with their brand, products, and communication, through the heart and mind. One of her favorite statements is: “When your company set profit as a strategic objective, this can happen. When you set as a strategic vision to have Customer in the center of all initiatives, projects, and actions you will gain loyalty, credibility, trust, and quality stable growth.”

Hélio Basso

Head of Consulting, Instituto Cliente Feliz
In the last 18 years, Hélio was always focused on the development of projects related to product (new or pivotal) or as a consultant in Customer Success, Customer Experience and Service Design (online and offline stores) to Brazilian retail companies.

Sanjeev Shelar

Manager, Facebook
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!

Diana Xhumari

CEO, Tegeria
Diana is the CEO and founder of Tegeria, a leading digital transformation company. With experience spanning a decade in CX and tech across 20 countries, she is an inspiring leader with a strong commitment to ensuring a great experience for her clients. A firm believer in developing future industry talent, she co-founded Taleas, a free educational programme aimed to encourage and upskill the youth to enter the global digital market. When she is not running her business you can find her writing on technology, leadership, reading and skiing, when possible.

Amjad Khan

Head of Customer Intelligence & Advocacy, HSBC UK
A multi award winning leader and recently being recognised amongst the Top 25 Elite CX Leaders globally, Amjad has over 20 years’ experience in customer and people focused roles across various industries. Helping to achieve businesses achieve stellar performance, where people thrive.

Adil Abdullayev

Founder & CEO, Qmeter
Adil is a Founder and CEO of Qmeter. Qmeter is an enterprise solution for Customer Feedback Management and Customer Experience Management. Experienced in deploying Customer Journey Management solutions and creating new touchpoints to enhance Customer Experience. Adil is also the creator of the new methodology of Customer Experience Measurement, SLI - Satisfaction Level Indicator. SLI is a competitive measurement which shows your current satisfaction score compared to your best possible performance.

Andrea Hanyecz

Deputy Retail Head, Hungarian Lottery
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.

Ian Stokol

Design and Delivery Director, FAIR Consulting Group
As a CXPA 2019 Impact Award Winner, Ian uses a blend of CXM, UXD, BE and PM skills working with organizations and leading teams to first understand customers and then plan, align, create and deliver award winning customer-centric experiences.

Hussein Dajani

General Manager, Nissan Motor Corporation
Hussein is the GM for Digital and CX Transformation with Nissan Motor Co. for Africa, Middle East, India, Turkey, and Oceana overseeing some of the most dramatic customer transformations the company has had to go through in recent times.

Benson Mukandiwa

Customer Service & CX Expert, Service Quality Institute
Benson Mukandiwa (CMgr FCMI-FIML) is a multiple Award Winning Chartered Fellow & Manager. An erudite scholar and global citizen acknowledged by a coterie of affiliates and professionals as Customer Service - CX Consultant, Business Analyst, Author-preneur, International Speaker, and Researcher in Customer Management. An astute think tank with fifteen years plus management expertise majoring in Brand Experience; Customer Experience; Employee Experience and Product Experience. He focuses on helping organizations improve their culture, strategy, marketing, interaction design, and customer-centric leadership practices.

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.

Balazs Szabo, CCXP

CX Specialist, CX Factory
Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital. He is a seasoned partitioner who led CX transformation and digital development in big multinational corporation.

Marleen van Wijk

Managing Director, NeCXus
With 17.5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies. As managing director of NeCXus, a customer experience management consultancy and training firm, she currently helps companies to better connect to customers by using an integrated approach that is based on years of practical experience. Besides giving CX Masterclasses in the Benelux, Marleen currently accompanies companies in the travel, logistics and banking industry in their Customer Experience transformations.

Jaap Wilms

CEO, Wilms & Co
With over 20 years of international experience in CX, Jaap is a trusted Programme Sparring Partner and Advisory Board for international companies. He also hosts the X Masterclasses: intensive and accredited courses on CX, NPS and Data given around the world. He is one of the official global CXPA trainers, frequent guest speaker and lecturer at Universities.

Gokhan Kara

CX Advisor. Pisano
Gökhan Kara is a Certified Customer Experience Professional (CCXP). He’s the first and the only CCXP in Turkey, founder and leads the Customer Experience Professionals Association Istanbul Network, awarded 2018 CXPA Most Innovative CX Day Event and 2019 Best Emerging Network. Gökhan is Customer Experience Advisor in Pisano. He is a part time lecturer at MEF University and gives Customer Experience Management course for MBA students. He gives trainings and consultancy to companies for creating better customer experiences.

Annika Björck

CX Mentor and Lecturer, Björck Consulting
Annika is the background fairy that empowers CX professionals to drive success in their organizations through customer centricity with knowledge, wisdom and her 20 years of experience. She stays in the background so they can lead a sustainable transformation from inside their company. She is a popular university lecturer and speaker with her captivating and vibrant way of presenting actionable content.

Willem Aanen

Global TNPS Lead, Zurich Insurance Company Ltd
Willem is a CX-professional with 10+ years’ experience at agencies. Recently moved over to the client side, where he is responsible for the global Transactional NPS study for Zurich Insurance. Passionate about translating data into insights and insights into actions.

Chloe Stuttard

Senior Customer Governance Manager, LV=
Chloe started her career in hotel management where she gained her passion for customer experience excellence. She brought this passion to financial services 10 years ago, and has since worked in Complaints, CX, Strategy, Operations and Oversight roles.

Tue Søttrup, CCXP

Chief CX Evangelist, Dixa
Tue Søttrup has been delivering excellent customer service for more than 20 years and is currently Chief CX Evangelist at Dixa where he's carefully nurturing a small bonsai tree called GenZen.

Roberto Vlad

Sales Manager / Customer Experience Manager, Sitecore
Delivering the right message at the right time to the right person through the right channel is not easy. But when you do, you will outgrow your competition. 15 years of experience in empowering brands delivering the best possible CX.

Frans Leenaars

CMO Western Region & Group Customer Experience Director, TUI
Frans Leenaars-CCXP is CMO Western Europe and Director Customer Experience for the TUI Group. He has lived & worked in 10 different countries and has more than 20 years experience in the hospitality industry from Air France KLM, Disney Parks & Resorts and TUI Group.

Charlie Boyle

CEO, Customer Service Excellence Ireland
Charlie Boyle is the founder and CEO of Customer Service Excellence Ireland (CSEI). The CSEI programme is used by multi-national global names based in Dublin as well as SME’s in provincial areas. The offer is expanding into the UK as well. Charlie is a sought after speaker and high impact trainer in the CX sphere.

David Reid

Director of Global Customer & Partner Services (CPS) Operations, Zebra
David is a senior operational & strategic executive with over 20 years' customer management experience. David learned quickly that when running large global multilingual customer operations, CX & EX are interlinked. David is a certified CX professional who is passionate about improving the lives of others and now supports international businesses to transform, evolve & become, customer centric.

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish. Originally Italian she lives in The Netherlands with her husband and two boys.

Charles Bennett

Founder, CXSA Middle East
Charles Bennett is a change specialist passionate about using the customer experience agenda to help make deep and lasting impact on the way organisations operate. He is also the founder of the Customer Experience and Service Association Middle East. It is dedicated to helping companies specifically in the region to take advantage of new ideas, learn the latest next practice change thinking and use it to accelerate results arising from customer centricity initiatives.

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.

Norbert Lojko

Marketing Consultant
Skilful marketing and sales professional with experience from both corporate and consultancy side since 1993. Focusing on customer experience improvement through consultancy and cloud technology implementation. Because positive improvement in customer experience is a must for any company to survive. #ImproveYourCustomerExperienceOrDie

Maja Vezmar Ristic

Customer Experience Manager, OTP banka Srbija
Maja is economist with decades of experience in retail banking. She is passionate in advocating importance of customer experience not only in finance but across all other industries. Currently on the mission of creating memorable human experiences as a customer experience manager in OTP Banka a.d. Srbija

Irma Stankovskyte

Head of HR and Customer Experience Baltics, Kesko Senukai Lithuania
Irma Stankovskyte is Head of HR and Customer Experience Baltics of DIY retailer Kesko Senukai with 10+ years of experience in customer service and customer experience. She is Registered COPC Coordinator since 2015 and has practical knowledge and experience of customer service in various industries, including telco and retail. She is passionate about creating customer-centric environment and encouraging customer focus in all business decisions.

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.

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.

Sam Harding

Founder and CEO, Edgy
Sam works with businesses that are looking to innovate through putting people and experience at the heart of what they do. Benefitting from 20 years leading some of the World’s most successful Retail and Hospitality companies, Sam is bringing innovative excellence programs to businesses with a fresh and edgy approach.

James Scutt

Head of Customer Experience Strategy and Deployment, Post Office Ltd
As CX Leader of the Year 2020, James is recognised as one of the UK's leading Experience Management experts. James is a Customer Experience strategist and Business Transformation expert with a unique value add proposition across Sales, Operations, IT/CRM/Digital, Strategy and governance. A Non-executive Director, Chair and keynote speaker, James is Head of Customer Experience Strategy & Deployment at the UK Post Office where he directs the nationwide CX transformation programme. James is the founder of CustomerXM.org and CXaccredited.com

Jeff Sheehan

CX Advisor, JS Consulting
JS Consulting (https://www.linkedin.com/company/cx-js-consulting/) partners with clients providing Advisory services to start a new, or re-start a flailing Customer Experience (CX) Management Program designed to align with your business strategy and brand promises and make meaningful and measurable business and customer impact.

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.

Judit Kertesz

Strategy Consultant, Managing Partner, Co-founder, Frontira
Judit is the co-founder and managing partner of Frontìra strategic innovation studio. As an experienced strategic design professional, she helps companies to find their winning aspiration through supporting them in better understanding their customers, business environment, and innovation trends. Judit is also a board member of Service Design Network Hungary.

Matthew Toman

Founder, Bankhouse Media
Matthew Toman is a serial entrepreneur, award-winning film producer, public speaker, and the creator of The Evolution of Success. Matthew's mission is to use his various platforms to inspire as many people as possible to own their value and transform their lives.

Olivier Mourrieras

Founder, CX-Impact
Olivier Mourrieras is a results driven executive. He has shaped and delivered market leading customer experience transformations at Orange and E.ON addressing B2B and B2C internationally. Olivier leads CX-impact, a CX consultancy that supports companies in their change plans to drive impact and results from customer experience improvement.

Stefan Kolle

Partner & Founder, Future Lab
Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Brendan Tremble

Co-Founder - CX Consultant, Frazer Tremble Executive
Brendan is the co-founder of Frazer Tremble Executive where he heads up the Customer Consulting division. With over two decades of experience to the table, he is backed by a successful track record in the realm of, sales, CX and customer success.

Alessandro Donetti

Lecturer, MIP Politecnico di Milano - Graduate School of Business
Lecturer in the Master in Global Luxury Goods and Services Management of Politecnico di Milano and ​senior advisor for consumer centric transformation programs. Since more than 30 years, Alessandro has run consumer centric transformation programs in several industries, like automotive, banking, insurance, luxury and retail.

Mark Guarraia

Vice President, Design and User Experience, Novo Nordisk
Marks leads the Design and User Experience teams at Novo Nordisk, where the focus is on innovative drug delivery devices and connected systems. His team is committed to creating thoughtful and holistic user experiences that change the lives of those living with chronic diseases, and to seeding the portfolio with truly user-centered offerings. Originally from the US, Mark moved to Denmark in 2018 to join Novo Nordisk.

Andrea Saitta

Group Customer Experience Director, Air Liquide
Currently heading the Global Customer Experience Management at Air Liquide. Seasoned Director with nearly 20 years’ experience in the chemical, manufacturing and healthcare sectors. Extensive experience in sales, strategic planning, reorganizations, leadership in local, regional and global functions. Currently also a member of the ‘CX Council’ and Director at ‘The Customer Institute'. A Managing director and Board Member, with international experience passionate about people and business.

Mikkel Korntved

CEO, Senior Partner, Loyalty Group
Mikkel is partner and CEO of Loyalty Group International. +25 years of CX management consulting. Chaired the ECHO Awards as a global judge since 2008. He has worked for leading global companies like BMW, Jumeirah Group, SAS, Telia, Hartman Industries, Struers and FLSmidth

Samantha Richardson

Snr Visioneering Consultant, Twilio Inc.
Sam has been helping some of the world's most recognisable brands put customers at the front and centre of their organisations for over 20 years, through human centred experience strategy and design. At Twilio she leads global companies to digitally transform through combining the latest technology with customer centricity.

Azlan Raj

Chief Marketing Officer, EMEA, 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.

Jo Boswell

Director, Sentio-B Ltd
Following a 27-year career at British Airways where she led a major transformation in customer experience, Jo founded her consultancy company Sentio-B. She now advises, mentors, and coaches customer experience leaders to ensure they successfully translate their customer experience strategy into tangible business results, securing ongoing investment and support from the C-suite.

Olga Kullander

Head of Customer Experience and Process Improvement, Manpower Group
Experienced IT project manager, process improvement and customer experience professional. Olga’s career has developed in B2B consulting industry, it includes operational experience in business process outsourcing and internal roles which evolved to Customer Experience management, process improvement and digital transformation.

Joost Vossen

Global Director of Customer Centricity, 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.

Svetlana Zhilina

Founder, CX.WORLD
Since 2004, Svetlana has been interested in the topic of building customer experience and service. She organizes events, conferences and webinars on this topic. They conduct interviews with interesting speakers, discuss a variety of tools and cases for increasing the company's customer-centricity. And since 2015, they have launched a new project - the CX WORLD AWARDS, where any company can declare itself, raise its prestige and tell about its project. After all, many of us have something to be proud of, there are achievements, ideas and practices that are worth talking about!

Debbie Fulton

Customer Experience Consultant, Hive Consulting
A customer centric expert creating strategies and cultures to future proof companies and deliver the best experience for their customers. Helping increase revenue from making it easy for customers to do business with them and having the right level of communication along the way.

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.

Tomas Potmesil

Director, KPMG Czech Republic
Tomas Potmesil leads KPMG’s Customer Centre of Excellence based in Prague, Czech Republic. As a CX designer and architect, he has managed various strategic projects aimed at putting the customer first, for both international and local clients.

Ákos Tolnai

CEO, AbilityMatrix
Akos is the founder of AbilityMatrix; a consulting company specialized in designing and monetizing innovative products. He specializes in developing customer experience strategies and innovations based on his self-developed customer experience segmentation. He is an active startup mentor and a Certified Customer Experience Consultant (CCXP). Speaker on innovation and CX. His insights appeared in Harvard Business Review, Forbes, and select Customer Experience and UX blogs.

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.

Beppe De Vincenti

Managing Partner, nexa Consulting
Beppe is the co-founder and managing partner of nexa consulting. nexa consulting was established 5 years ago to promote an innovative vision of customer experience in Switzerland, with a holistic approach which places the customer at the heart of all concerns and interactions.   As a Customer Experience expert, he is committed to help out Swiss and international companies to differentiate themselves in their respective markets & industries and generate growth by delivering a memorable experience to their customers.

Danny Peters

CEO / Co-Founder, Milkymap
Danny is founder and CEO of Milkymap, a SaaS platform for Customer Journey Management. Danny has more than 20 years experience in Customer Experience in several roles. One of them leading a Customer Experience Management agency for 9 years. Danny is a certified Customer Experience professional. With implementing Milkymap and a unique methodology to improve Customer Experience within organizations, the customer plays the most important role.

Claire Boscq-Scott

Mystery Shopping and Customer Service Global Guru
Claire is on a mission to inspire businesses to thrive by bringing more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences. No 5 Top 30 Global Customer Service Guru and UK Top 10 CX Influencer, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist and Sensory Queen, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & Trainer.

Jan Uriga

Experience Center Lead, 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.

Momchil Blaskov

CX Champion, GemSeek
Momchil helps Fortune 500 companies to deliver outstanding experience across each step of the customer journey. Momchil empowers customers to keep, delight and grow their clients by providing complete data technology and analytics solutions. He sees technology as an enabler which makes the experience more human. His biggest passion is to meet CX heroes and exchange success stories.

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.

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.

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.

Raphael Hergge

Customer Experience Specialist (B2B)
Raphael has an extensive international background in consulting, designing and implementing strategic VoC/CX programs, customer-centric culture and service quality transformations for Fortune 2000 clients within Telecommunications, IT and enterprise industry. Raphael is a certified Customer Experience Professional (CCXP), certified Prosci Change Management and Lean6Sigma Practitioner. https://www.linkedin.com/in/raphaelhergge/

Veronika Luxemburg

Founder and CEO of CQX™ - Customer Quality Experience.
Founder and CEO of CQX™ - Customer Quality Experience. CCXP, Recognised CX Training Provider, Coach certified by ICF and Lean6Sigma certified. Veronika is a passionate global facilitator of change and she has deployed CQX tools and methodologies all over the world.

Bernhard Rathmayr

Communication Consultant
As Head of eService & Innovations Bernhard leads the service digitalization and innovation initiatives at Magenta/T-Mobile Austria. Bernhard's aim is to delight both customers and employees with digital service content and digital service channels. Prio his time in customer service, he was resoponsible for online customer experience and usability projects.

Alissa Koopal- Brown

CEO, Pennine Events
Alissa serves as CEO at Pennine Events Ltd- the leading event management agency for major, mass participation & complex live events – with clients ranging from Silverstone race circuit through to major arts & cultural organisations.

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.

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

Dr Russell Gillespie

Head of Experience Advisory, W5 Powering Customer Experience
Russell heads up the experience advisory practice at W5. He is a senior leader with a wealth of international experience in building commercial excellence and using customer experience as a guiding strategy. Russell breaks down silos and maximises the power of culture as an enabler. He is skilled in identifying the on-the-ground challenges that organisations and their staff face, and sparking transformations that drive value creation.

Peter Kmoško

Founder, Monetize.CX
Peter is a CCXP certified CX professional, digitalization expert, and marketing strategist with over 20 years of business experience. He is based in Prague and Bratislava and has experience with driving Customer Focused projects ranging from startups, through scale-ups to big corporations such as Microsoft or O2. Currently owns a consultancy company Monetize.CX with a focus to translate the value of improved customer experience/customer-centricity into value for company shareholders to inspire them to invest back more and more into CX-related initiatives.

Ines Järvsoo

Head of Customer Management and CBM consultant
Customer Base Management professional with more than 15 years of experience in telco, logistics and e-com industry covering different areas of Customer Management: Customer Experience, CRM, Customer Data Analysis, Customer Retention & Value management. Currently working as Group Head of Customer Management in Omniva/Eesti Post and also helping different organizations maximize Customer value, grow Loyalty and become more Customer centric.

Noha Afifi

Head Of Customer Operations, bitFlyer EUROPE S.A.
Noha is a passionate customer experience executive with over 15 years of customer management experience. A COPC-certified professional for high-performance management techniques, she has a broad vision to provide delight to every customer. Noha has worked in various roles across customer experience, customer service, and operations within different industries including Telecoms, E-commerce, Travel, and FinTech. Noha has managed large global multi-lingual customer operations, CX and CS teams. Her goal is to improve the lives of both customers and employees.

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.

Jannecke Drangert-Hveding

Head of Strategy and Transformation, Sykehuspartner HF
Jannecke is Head of Strategy & Transformation at Sykehuspartner, Scandinavia’s largest IT and Shared Service Provider in the Health Sector. Previously she founded and CEOed KOBRA, Scandinavia’s first CX & customer driven innovation consultancy, which was acquired by Creuna 2018.

Adrian Lipolit

Customer Centric Strategist
International executive with over 25 years expertise in Central East Europe taking over different business situations, start-up, turnaround and realignment in financial, retail, and advertising sectors. Experienced business professional in customer centric strategies development, driving quality growth and sustainable profit through excellent customer and employee experience.

Lisa France

Customer Experience Architect, 3M
As the global customer experience architect, Lisa connects the dots between people, process, technology, and data by utilizing an ecosystem approach to ensure customer-centricity and business success.

Erika Nemcokova Akpan

Support Manager, Success Solutions s.r.o.
Erika has been in the Contact Centre Industry for over 15 years, holding roles and leading teams where the customer was at the center of the strategical focus. She always strive to improve the business performance with the customer in mind.

Pavla Lecianova

Customer Insight & Communication, Zebra Technologies
Pavla currently holds a role of Customer Insight & Communications at Zebra Technologies. She has been with this great company for last 15 years going through various roles focused at what she is most passionate about - providing a great CX!

Nick Lygo-Baker

CEO, Paradigm CX Ltd
Nick is an award-winning, accredited member of the MRS and CCXP, specialising in innovative CX strategies and operationalising insights to drive performance improvement. An international best-selling author with Customer Experience 2 and 3 Nick has led Globally successful CX teams.

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