Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Awards category
AI for Customer Experience
Recognizes the effective and responsible use of artificial intelligence to enhance customer experiences, service delivery, or CX decision-making.
Open to
- Enterprise
- SME
One winner per track, per cycle
No tiers, no runners-up
Winners announcedMay 2027 · the inaugural gala
Register InterestWho uses AI to make customer experience genuinely better, and responsibly?
Summary
What this award recognizes
Both halves matter. Entries should show a real improvement for customers, and the safeguards that make the use of AI fair, transparent, and accountable.
Awards category
At a glance
- Open to
- Enterprise · SME, judged in separate pools
- Questions
- Enterprise 16 · SME 8
- 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 · 25%AI Strategy & Responsible GovernanceA written CX-specific AI strategy, an AI-ethics policy, named accountability, vendor due diligence, and employee-impact safeguards.
- Domain B · 20%AI-Powered Customer-Facing CapabilityConversational AI, personalization, recommendation engines, predictive proactive-service models, a consolidated performance view.
- Domain C · 20%AI-Driven Decision SupportReal-time staff-assist AI tools and AI/ML-based analysis of voice-of-customer data.
- Domain D · 20%Measurable Impact & Human OversightA named AI deployment with measurable outcomes, and a documented human-fallback path when AI fails.
- Domain E · 15%Transparency & Customer Trust in AIDisclosure when customers interact with AI, data-privacy safeguards, and explainability for AI-influenced decisions.
SME track weights
- Domain A · 31%
- Domain B · 25%
- Domain D · 25%
- Domain E · 19%
Domain C (AI-Driven Decision Support) isn’t scored on the SME track: its points are redistributed across the other domains, so the award still totals 100 points.
AI for Customer Experience
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.
- A description of the AI application and its purpose
- Measured impact on customer or service outcomes
- Governance, privacy, and oversight arrangements
- Monitoring and improvement practices
Typically prepared byDigital, data, or CX lead with risk and compliance
All awards
Twelve awards categories. One winner in each.
- 01Most Improved Organization
- 02Customer-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
- 09This awardAI 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
