Entry.
Organizations select the awards categories they wish to enter, and submit an application with supporting evidence for each.
Grand Award
Organizational Excellence Grand Award
Recognizes an organization that consistently delivers exceptional, customer-focused experiences across the end-to-end journey.
Open to
- Enterprise only
Not offered for SMEs
One winner per cycle
The Grand Award
Winners announcedMay 2027 · the inaugural gala
Register InterestWho delivers exceptional customer-focused experiences across the entire journey?
Summary
What this award recognizes
It is the program's highest honor: excellence judged not in one discipline but across the whole organization, and sustained over time.
Grand Award
At a glance
- Open to
- Enterprise only, not offered for SMEs
- Questions
- None of its own: a composite of category scores
- Grand Award
- Composite across ten category slots, minimum four entered
- 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
How the Grand Award is scored
This award is a composite of scores across ten category slots, gated on a minimum-breadth threshold, plus an independent Service Hero CSI cross-check. It recognizes an organization that is excellent broadly across the end-to-end journey, not deep in a single category alone.
Excellence in Social Impact, in either its non-profit or for-profit route, isn't eligible for the Grand Award.
Not offered for SMEs.
- Gate · 4 of 10Minimum breadthAt least 4 of the 10 category slots applied for and scored (pilot default).
- 80% of the compositeAverage category scoreThe organization's average score across the category slots it applied for and was scored in.
- 10% of the compositeBreadth bonusFor entering beyond the minimum.
- 10% of the compositeIndependent CSI cross-checkService Hero CSI. Redistributed into the 80% component if the applicant isn't CSI-tracked.
Organizational Excellence Grand Award
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.
- An overview of the customer journey and performance at each stage
- Customer results over the period
- Evidence across culture, leadership, operations, and insight
- Entry requirements are detailed in the entry guide
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
- 06Leadership in Customer Value
- 07Continuous Innovation
- 08Operational Reliability for Customer Service
- 09AI for Customer Experience
- 10Excellence in Women Empowerment
- 11Excellence in Social Impact
- Grand AwardThis 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
