About the award

Are you delivering the most amazing experience to your customers?

Have you put the customer at the heart of your business strategy and transformed results?

Are you rewarding your customers for their loyalty?

Celebrating organisations that deliver a consistent exceptional customer experience, this Award recognises businesses that, firstly, demonstrates the link between excellent customer experience, employee engagement improved profitability and/or value to the bottom line.

And secondly, where innovative customer experience enables organisations to outperform their competitors and take advantage of technology while achieving industry leading employee engagement. Judges will look at how the customer strategy together with its operational implementation has helped to improve the commercial performance.

Finally, judges will seek to understand how your strategy and process for increasing customer loyalty, reducing customer effort and minimising complaints achieves outstanding results.

Open to all organisations in the public, private and third sectors, this Award will go to the organisation that can best demonstrate how its customer centricity and strategy contributed to:

  • Increased commercial growth and/or value
  • Improved customer experience, acquisition and /or retention
  • Greater employee engagement and improved customer culture
  • Competitive advantage has been achieved within its sector
  • Innovation and improved operational excellence, including technology

Judges will also be seeking to evidence for your organisations:

  • Highly effective leadership and vision
  • Embedded governance to support business ethics and policies
  • Explanation of your customer experience strategy and examples of achievements
  • Examples of how the customer experience strategy has explicitly linked to financial growth and expansion


Core criteria proportion of overall score

Growth: 15%

Customer Experience: 20%

Innovation: 20%

Employee Engagement: 10%

Leadership: 15%

Organisational Ethics & Policies: 10%

Financial Performance: 10%

Previous Winners

2019 - DPD UK

2018 - Close Brothers Retail Finance

2017 - Travel Counsellors


Lloyds Web


Headline Sponsor


Award Sponsor


Official Travel Partner

Inflexion 2019

Award Sponsor


Official Partner

voange web

Award Sponsor

Castle 2019

Award Sponsor

clubhouse logo

Official Partner

Give a grad a go

Awards Sponsor

Business Matters 2019

Official Media Partner

i News

Official Media Partner

the scotsman

Official Media Partner

yorkshire post

Official Media Partner


Supporting Partner