Best Customer Experience Impact

This award recognises an organisation that has leveraged digital transformation (DT) to make a positive impact delivering better outcomes for your customers and ultimately your own business.

• Background & Rationale: Provide the rationale and background behind your organisation's DT project from the last 18 months, citing the core CX objectives and how they were identified.
• Planning & Strategy: Please outline the DT strategy or project put in place to achieve your objectives, including timescale, project team, collaborators, and all other key project info.
• Implementation: Provide an overview of how the DT was implemented to achieve your objectives, highlighting key milestones, timelines, technologies or solutions adopted, as well as any innovative approaches used during implementation.
• Key Challenges: Please highlight any project challenges /obstacles that were experienced and how they were overcome.
• Impact: Summarise the project's impact over the last 18 months (e.g., on your customers, staff, and the business as a whole), highlighting key achievements and measurable outcomes, as well as providing evidence of how you measured the impact.