Best Customer Facing Experience

Sponsored by:

Last Year’s Winner:


Target audience

Any organisation serving business or consumer customers.


Detailed definition

Best Customer Facing Experience is open to companies, technology platforms and solutions that have created and delivered great customer experiences. The customer may be a business or

consumer, the experience could be around customer service or the creation of a new payment solution or added value aspect to an existing product. It may also be delivered through physical or virtual design e.g., app, website. The end customer must have interacted or benefited directly from the solution, as an example, a new fraud solution that reduces false positives would not be eligible for entry as the end user would not have a direct interaction to this solution.

The organisation may operate in any country.

Please provide the following information:


Nominee & nominator

  • Name of nominating organisation
  • Solution name (entry title)
  • Name(s) of nominated organisation(s)
  • The nature of the business relationship between you as nominator and the nominee company


Solution description

The judges will assess your entry against the following five criteria. On each, they will score you from 1 to 10 where 1 is strongly disagree and 10 is strongly agree. You are free to describe the programme and support your case in any way and with any supporting material as you think appropriate. Please limit your submission to no more than 1,500 words. The criteria are:

  1. How the solution delivered a better, improved customer experience.
  2. How the solution offered stands out from their competition.
  3. How the solution offered was either fundamental to a single provider in the market or helped a wide range of companies to improve customer experience.
  4. How the company had clear objectives of what it was looking to achieve and can demonstrate clearly how this was achieved in the year to March 2021.
  5. What are the key milestones necessary for customers to have a compelling reason to stay.


Evidence of success/metrics

Please provide as much information as you can and quote the source of that information. Such information might include the following; however, this is not an exhaustive list and in each case the judges will be looking for evidence that support your claims as to the key benefits of the programme:

  • Evidence of the successful delivery of the experience over time
  • Evidence of tailoring products and services and the results of that investment
  • Feedback from users or other stakeholders as to their experience of the services offered.