Best Customer Facing Experience

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, etc.  

The end customer must have interacted or benefited directly from the solution. Frictionless checkouts, loyalty points, QR codes, In-app payments, use of biometric and voice technologies, insights on consumer behaviour, catering to special needs of consumers (accessibility, exclusion, ageing), generating positive consumer behaviour (tracking carbon footprint, responsible purchases), etc., are areas of innovation in enhancing customer facing experience. Example of what is NOT is, for example, a 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/countries. 

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:  

  • Innovation: What challenges does the existing solutions encounter? How did you identify the problem statement? How did you conceive the solution, approach towards building the solution, improved solution, or disruptive solution, use of emerging technologies, etc? 
  • Execution: How did you test and launch the solution, partnerships and collaboration, customer awareness, initiative for uptake and adoption, customer support, time to execute, etc? 
  • Competitive advantage: Who is the direct and indirect competition and how the solution offered stands out from the competition? 
  • Outcomes and results: Reduction of cycle time for customer, frictionless, secured, convenience, customer satisfaction, adoption rate, time to market, business results, etc. 
  • Future potential: What is the growth potential (organic and cross-sector), potential to address financial exclusion, readiness to embrace new technologies, potential to expand into new countries/new markets? 

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?