Target audience
Retailers, Card Programs, Retail Banks, BNPL
Detailed definition
Best Customer Engagement Programme is open to companies, technology platforms and solutions that have created and delivered great customer engagement. The customer may be a business or consumer, the engagement could be through a loyalty/rewards programme or through developing great customer experience and journeys. Customer engagement would generally be multiple interactions with a customer rather than a single touchpoint, building meaningful relationships with customers, anticipating needs, providing personalised experiences and ensuring a customer feels valued and appreciated.
It could be through the creation of a new payment solution or added-value aspect to enhance an existing financial product, new programme or updated one. It may also be delivered through physical or virtual elements or a combination of both, e.g. app, website, loyalty card. The end-customer must also have directly engaged with the programme – 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 engagement. The organisation may operate in any country. Please provide the following information:
Nominee and nominator
- Name of nominating organisation
- Solution name (entry title)
- Name(s) of nominated organisation(s)
- The nature of the business relationship between you as the nominator and the nominee company
Solution description
The judges will assess your entry against the following criteria.
You are free to describe the programme and support your case with supporting material as you think appropriate. However, please note that we strongly suggest NOT to submit generic promotional material and sales brochures. Please limit your submission to a maximum of 1,500 words.
The criteria are:
- How the programme delivered a better, improved customer engagement from a starting point.
- How the programme offered, differentiates from the competition, if competitors offer a similar type of engagement programme. If not, what are the key aspects that make it stand out per se.
- How the engagement programme has demonstrably changed customer behaviour and improved outcomes
- How the company has identified business objectives of what it was looking to achieve, and can demonstrate clearly how these were met in the year (to March 2024).
- The engagement programme has performed well – against either industry benchmarks or OKRs – and the submission is supported with quantitative data to support the statements.
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
- Performance against success criteria
- How has this transformed the user experience, or that of other stakeholders?
