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
Written Entry
50%
Final Presentation
40%
Overall Score
10%
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
Marketing Director, Budapest Bank
Laura Tengerdi is Head of Marketing Communications and Customer Experience of Budapest Bank. She is a Certified Customer Experience Professional (CCXP). She has over 20 years of experience in brand marketing, and is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.
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
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 MarketCulture Europe
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
Co-Founder, CS Club
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
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!
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
Founder/CEO, Be All Ears
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
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.
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.
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.
Apply to Judge
We are happy to announce that we are now at capacity for the number of judges.
However, if you would still like to take part in the awards, please visit the Enter page for more information on how you can get involved