CUSTOMER EXPERIENCE & CONTACT CENTRE AWARDS
Great customer experience isn’t enough. Can you prove why customers should choose you?
Get your copy of the CX & Contact Centre Recognition Workbook
Customers have more choice, more information and less patience than ever.
Your organisation may know how much work has gone into improving journeys, service, complaints, accessibility, digital support, contact-centre performance and customer outcomes. But can a customer see credible proof of that difference before they choose you?
Independent recognition can help turn internal CX achievements into visible evidence that your organisation delivers what it claims.
Customer experience has become a competitive proof point
The customer experience itself matters, but so does the evidence surrounding it. In 2026, 79% of UK consumers surveyed by Invoca said they would switch to a competitor that responds faster. MaxContact found that 42% had already switched provider because of a poor contact-centre experience.
The question is not simply
“Are we delivering good service?”
It is also
“What can we prove, and what does the market see?”
The proof gap
Customers experience your organisation one interaction at a time: the website, the app, the call, the complaint, the delivery, the resolution and the human response when something goes wrong.
Inside your organisation, teams may be transforming every one of these touchpoints. But customers cannot see the programme plans, internal dashboards or behind-the-scenes work.
What’s changing in customer experience?
Expectations are increasingly shaped by speed, ease, relevance and resolving problems without unnecessary effort. As organisations introduce AI and automation throughout the buying and service journey, customers also want to know that human support will be there when they need it.
Saying “We put customers first” is not evidence – for customers or judges.
A strong CX story demonstrates what changed and backs it with measurable results.
Three issues driving customers to look elsewhere are:
CHOICE
79% of UK consumers will switch to a competitor that responds faster. Source: Invoca, B2C Buyer Experience Report 2026.
CONTACT-CENTRE CONSEQUENCE
42% of UK consumers surveyed had already switched providers because of poor contact-centre experiences; another 38% had seriously considered it. Source: MaxContact, 2025.
VALUE OF SERVICE
35.6% prefer excellent service even if it costs more. Source: Institute of Customer Service, UKCSI January 2026.
What we’re seeing at August Recognition
Applications for Customer Experience & Service categories more than doubled in the last year, with one of the highest win rates across awards themes. This highlights the value organisations are placing on recognition for their CX achievements.
Is your CX achievement award-worthy?
Start with your achievement rather than selecting an award first. Ask:
If you can answer all five confidently, you may have a strong recognition opportunity.
Three recognition opportunities to consider
International Customer Experience Awards (ICXA)
The International Customer Experience Awards recognise organisations, teams and professionals demonstrating measurable customer experience impact. The global programme celebrates CX best practice and offers the opportunity to present achievements to experienced judges. The 2026 ceremony is scheduled for 5 November at Wembley Stadium.
Institute of Customer Service UK Customer Satisfaction Awards
These awards recognise organisations and individuals demonstrating service excellence. Relevant categories highlighted in the original plan include Best Customer Experience, Best B2B Service Strategy, Best Customer Service Partnership, Best Customer Outcome through AI & Automation, Best Application of Technology and Best Return on Customer Service Investment. Entry is free and open to all.
European Contact Centre & Customer Service Awards (ECCCSAs)
A particularly relevant programme for contact centres, customer service operations and BPOs. The 2026 finalists are already announced in the source plan, making this a timely opportunity to review what excellence looks like and begin preparing a strong story for the next awards cycle.
What makes compelling evidence?
Judges need more than a description of an initiative. Link the original customer challenge to the changes made, measurable customer and operational outcomes, before-and-after comparisons, colleague contributions, qualitative feedback and evidence that the improvement lasted.
For example, satisfaction, resolution, complaints, customer effort, accessibility and service performance metrics are strongest when tied to a clear baseline, timeframe and customer outcome. Commercial impact can reinforce the story where relevant.
Download the free CX Recognition Assessment Workbook
You’ve explored the trends, the award opportunities and the evidence judges value. Now see where your own organisation stands with three simple, practical exercises:
CX Recognition Evidence Checklist – identify the evidence you already have.
The Customer Choice Proof Audit – see how your visible proof compares with competitors.
Recognition Assessment – score your readiness and identify next steps.
Winner insight: the value beyond the award
Winning is the result. What you do with recognition afterwards is where wider business value can begin. A shortlist or win can validate your service claims, recognise the colleagues delivering the experience and demonstrate the results of CX investment to stakeholders.
“These awards are a huge step for us in adding credibility to our software service as we service even bigger football clubs to create an excellent customer experience. The underestimated bonus is the impact these have had on our team. It’s added a sense of pride to everyone’s work.”
Recognition can support customer communications, websites, sales and marketing, recruitment, tenders, leadership reporting, PR, internal engagement and employee recognition. It can become independent proof of your customer promise — and another reason for customers to choose, trust and stay with you.
Where could your organisation be under-recognised?
Think about the last 12–24 months. What has changed for your customers? What would you like them to believe about the experience you deliver that they do not yet fully believe?
Your organisation may already have the results. Your teams may already have the evidence. The opportunity is to turn those achievements into credible, independent proof.
Discover your recognition opportunities
If you have identified a customer experience, customer service or contact-centre achievement deserving greater recognition, the next step is to consider the opportunity strategically — not enter every award available.
In a conversation with our awards experts, we can explore what has changed, where the strongest evidence sits, which metrics support the story, what recognition could help you achieve, and the awards worth pursuing.