Best Use of Customer Insights to Improve CX

This award aims to recognise organisations who have demonstrated exceptional utilization of customer insights to enhance their overall customer experience, setting a benchmark for excellence in the industry over the last year. Entry is by a 5 A4 page PDF submission; the judges will be looking for clear information backed up by facts that pays particular attention to the criteria listed below.

Entry is by a 5-page A4 PDF submission; the judges will be looking for a clear plan and evidence that it is delivering on core objectives, paying attention to the criteria listed below.

• Background: Please provide an overview of the company, including key details, the customer base it serves, and the specific customer experience (CX) issue that you aimed to enhance.
• Objectives: Please describe specific details regarding the CX initiative you implemented, along with the objectives linked to this initiative, highlighting how it successfully utilised customer insights to enhance the customer experience. Specifically, outline the improvements you sought and how the initiative directly benefited your customers.
• Execution: Please provide a thorough explanation of how the stated objectives were successfully accomplished through the effective utilisation of data analytics, for the purpose of assessing in using Customer Insights. Include specific details on how customer insights played a crucial role in driving the initiative, as well as how specific actions were identified and implemented based on the insights derived from data analysis.
• Outcome & Results: Outline the specific outcomes achieved, such as the contribution to overall learnings, successful objective fulfilment, and any subsequent actions that were either continued or modified based on the results obtained through customer insights.
• Other facts & statements: Please add any more details, information, or proof that strengthens the entry, including references whenever feasible.