Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Awards category
Leadership in Customer Value
Recognizes an organization whose leadership demonstrates sustained commitment to making customer experience a strategic priority.
Open to
- Enterprise only
Not offered for SMEs
One winner per cycle
No tiers, no runners-up
Winners announcedMay 2027 · the inaugural gala
Register InterestWhere does leadership treat customer experience as strategy, year after year?
Summary
What this award recognizes
Commitment is judged by what leaders do: the goals they set, the investment they make, the time they spend, and whether customer experience holds its place when other priorities compete.
Awards category
At a glance
- Open to
- Enterprise only, not offered for SMEs
- Questions
- Enterprise 17
- Grand Award
- Counts toward the Grand Award
- Winners
- One 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 · 20%Governance StructureWhether a named, empowered CX executive role exists with real tenure, budget, and decision authority.
- Domain B · 20%Strategic EmbeddingWhether CX is a named pillar in the corporate strategic plan, backed by multi-year investment and cross-functional CX-linked objectives.
- Domain C · 20%Incentive AlignmentHow much of executive compensation is tied to CX, and whether that link has ever actually been enforced.
- Domain D · 15%External Commitment & AccountabilityPublic customer commitments, Board/external CX reporting, and personally attributed executive public statements.
- Domain E · 25%Independent Data Cross-checkThe organization's Service Hero CSI category rank/percentile trend under the current leadership's tenure.
Leadership in Customer Value
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.
- Strategy documents or objectives that include customer experience
- Investment in customer experience over the period
- Examples of leadership involvement
- Customer measures in leadership scorecards
Typically prepared byChief executive's office with the CX lead
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
- 06This awardLeadership 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
