Awards Categories

This year's ICXATM has 25 categories, each celebrating a particular aspect of CX excellence. Scroll through the page and decide which ones work best for you!

We've divided the categories into three main sections:

  • CX Elements - celebrating the key elements of a world-class CX strategy
  • CX Spotlights - recognising particular industries and practices that are shaping the CX future
  • CX Professionals - honouring individuals and teams who are essential for CX success

The more categories you enter, the more you save. There are particularly good savings if you enter 3 categories or more.

Once you've chosen your category or categories, it's time to share your story and enter the awards!

CX Elements

Customers at the Heart of Everything™

This is one of our most popular categories, and with good reason! If an organisation really wants to excel at CX, the customer must be central to every company decision. Are your customers at the heart of what you do? How do you show that you cherish them? Show us and join the awards finalists!

Best Customer Experience in the Crisis

This award is for companies that have maintained and enhanced their customer experience during the Covid-19 pandemic or any other crisis. If you've managed to delight your customers during these uncertain times, share your achievements with the judging panel!

Best Customer-Centric Culture

A strong company culture is the foundation of a great CX strategy; after all, the way employees treat each other is reflected in relationships with customers. This category is reserved for companies who can prove their culture puts customer outcomes first.

Best B2B Customer Experience

This award is for companies operating in a B2B market who provide a truly outstanding customer experience. Show us how you have created a winning strategy for achieving the best B2B results.

Best Customer Service

Do you provide exceptional assistance for customers across all touchpoints? Outstanding customer service makes customers feel cherished and respected - and makes them want to buy! This category celebrates organisations who serve their customers the best. Let's hear about your results!

Best Use of Customer Insights & Feedback

In order to grow, you have to be in tune with your customers. With an impressive array of digital tools now available, organisations can obtain more granular insights than ever before. Show us how you have approached this invaluable aspect of CX and enter the race for this award!

Best Use of Technology

Digital tools allow CX practitioners to coordinate their activities, monitor customer sentiment and execute on CX strategies like never before. If your organisation has made innovative use of new and existing technologies, we'd love to hear your story in this category!

Best Business Change and Transformation

The last two years have shown us the importance of adaptation - making necessary changes and bringing about business transformation. What actions have you taken to change/transform your business? Present your results and get in the race for an award in this category!

Best Customer Experience Strategy

Planning is crucial to CX success. This category recognises companies with a 360-degree approach to customer experience: those who've left no stone unturned to devise a comprehensive customer experience strategy. If this sounds like you, get involved with this category!

Best Employee-Driven CX

In recent years, we've seen organisations achieve tremendous results by giving their employees greater autonomy and flexibility, allowing them to deal with frontline issues in a speedy and empathetic way. How does your organisation empower employees to unlock exceptional customer outcomes? Get involved in this category and share your story!

Best Innovation in CX

Innovation takes many forms (organisational changes, adoption of new technologies and individual inspiration are just a few) - and it helps you stay ahead of the curve. What innovative qualities has your organisation demonstrated in recent times? Enter the race for this award and tell the judges all about it!

Best Measurement in Customer Experience

To ensure your CX efforts are working, you have to measure your activities effectively. Have you excelled in this area? What methods are you using? This category is reserved for organisations that collect appropriate and useful data that drives CX performance to new heights. Show us how it's done!

CX Spotlights

Best Digital Transformation

Transitioning to digital is a business imperative in today's world - but it takes serious effort. This is a category for anyone who's completed an effective digital transformation, and who has the results to prove it!

Best CX in Financial Services

This category is reserved for financial institutions (banks, insurers, wealth management services etc.) who have gone above and beyond to deliver for their customers. Show the world how you've achieved remarkable CX results!

Best Learning and Development

Customer experience is a continuous process of improvement; resting on your laurels isn't an option! This category is for organisations who ensure their people are equipped with the skills and knowledge to thrive in the fast-changing CX landscape.

Best Customer Experience for SMEs

SMEs are the backbone of the global economy- CX achievements in this domain need to be recognised! This award is for companies with a turnover below €50 million, or fewer than 250 employees, that work tirelessly to ensure customers have an outstanding experience.

Best Contact Centre

Contact centres are vital to any successful CX operation. Whether through text, voice or other means, they're essential for frontline communication with your customers. This award is for organisations that can demonstrate how the success of their contact centre has contributed to their overall commercial success.

Best Outsourcing

Moving business operations to different locations is often a great move - but how much has it helped your business? In this category, the judges will be looking for evidence of how your outsourcing has allowed you to improve the customer experience - and achieve better business results.

Best CX in Health Services

Healthcare has been vitally important during the pandemic - that's why we're introducing a new category specifically recognising achievements in this area. The judges want to see how you've been using CX principles to deliver outstanding results for patients, users or customers of your health service - show them what you're made of!

Best Customer Recovery

CX champions don't quit. If a customer decides to go somewhere else, they work tirelessly to win them back! This award recognises companies that have altered their policies and approaches to regain the confidence and support of their customers. It's all about how often you get back up and keep moving forward!

Best Digital Customer Experience

Modern technology can unlock extraordinary UX - and that's what the judges will be assessing here. If your organisation uses every tool at its disposal to create frictionless digital experienes, we'd love to hear your results!

Best Use of Omnichannel

Customers expect service across all touchpoints - how true is this for your organisation? This award is for organisations who've developed a world-class omnichannel strategy, allowing customers to get the information and help they need on their preferred channel.

CX Professionals

CX Team of the Year

Customer experience is an intricate, complex process, which is why you need a great CX team to back you up. With a good team on board, an organisation is ready to face the hardest of challenges and surpass them. Show us why your team deserves to be recognised as the CX Team of the Year!

CX Leader of the Year

Good CX results come from having good teams, but behind every good team there's an amazing CX leader, inspiring everyone to get better and reach new heights. Who do you think is the best CX leader within your organisation? Show us their results and explain why they should win an award for the leadership skills!