Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Awards category
Customer-Centric Culture
Recognizes an organization that has embedded customer focus into its values, behaviors, decision-making, and ways of working.
Open to
- Enterprise
- SME
One winner per track, per cycle
No tiers, no runners-up
Winners announcedMay 2027 · the inaugural gala
Register InterestWhere is customer focus not a department, but the way everyone works?
Summary
What this award recognizes
Culture is hard to evidence, so the strongest entries show it in action: how decisions are made, how people are recognized, and how the customer is represented where priorities are set.
Awards category
At a glance
- Open to
- Enterprise · SME, judged in separate pools
- Questions
- Enterprise 26 · SME 18
- Grand Award
- Counts toward the Grand Award
- Winners
- One per track, per cycle, no tiers
- Every entrant
- Confidential diagnostic summary
- Entries open
- Q4 2026 · Nov–Dec
- Winners announced
- May 2027 · the inaugural gala
- Entry fee
- Published before entries open
Judging
What the panel scores
- Domain A · 15%Leadership & Strategic CommitmentWhether senior leadership visibly prioritizes CX with the same rigor as financial performance, backed by budget, unfiltered escalation, and real trade-off decisions.
- Domain B · 20%People, Talent & Reward AlignmentWhether CX is embedded in hiring, training, and recognition, and if all employees, including back-office, understand their impact on customers.
- Domain C · 20%Structural & Process EmbeddingWhether customer impact is a formal gate in decision-making, and whether feedback channels are integrated rather than siloed.
- Domain D · 25%Voice of Customer & Data-Driven ActionIf customer solicited and public feedback is consolidated, acted on, and demonstrably changes decisions, cross-checked vs independent data.
- Domain E · 20%Customer-Facing Proof PointsAccessibility, consistency, personalization, and inclusivity of the actual service experience customers receive.
Customer-Centric Culture
Preparing an entry
Evidence to prepare
Awards are decided on submitted evidence assessed against published criteria. Assertions without evidence score nothing, regardless of an organization’s size, spend, or standing. Expect to describe your approach, how it was implemented, and most importantly, the measurable results.
- Examples of decisions shaped by customer insight
- Employee engagement or culture survey results
- Recognition, onboarding, or training programs tied to customer focus
- Customer experience results over the period
Typically prepared byCX lead with HR or people team
All awards
Twelve awards categories. One winner in each.
- 01Most Improved Organization
- 02This awardCustomer-Centric Culture
- 03Excellence in Service Recovery
- 04Employee Enablement for Customer Excellence
- 05Customer Listening & Action
- 06Leadership in Customer Value
- 07Continuous Innovation
- 08Operational Reliability for Customer Service
- 09AI for Customer Experience
- 10Excellence in Women Empowerment
- 11Excellence in Social Impact
- Grand AwardOrganizational Excellence Grand Award
Keep reading
Where to next.
- IntegrityFive published rules. One independent verdict.How winners are decided, and what keeps money away from the result.See how winners are decided
- Key DatesThe inaugural cycle.Four stages, from entries opening in Q4 2026 to the gala in May 2027.See the full timeline
- SponsorsSponsor Kuwait's excellence standard.Founding Sponsor, Platinum, Gold, and Silver packages.View sponsorship packages
