A chance to tell us a story about the impact you have had on your organisation’s approach to CX over the last 12 months.

How to apply

The application process requires you to answer four key questions about the achievements you’ve overseen or been involved in whilst in your current CX role and as part of a CX team, and their impact on your organisation.

The performance of your CX programme based on the objectives and vision of your organisation

The measurable impact your programme has had during your tenure

The key successes you and your team have had within the last 12 months

How your achievements have helped champion CX inside and outside your organisation

“Last year’s most successful applicants demonstrated ingenuity, grit, critical planning and carefully thought-out execution, and articulated this clearly in their applications. The ability to be both a thought-leader in this space as well as executing complex and multi-faceted programs demonstrated the tenacity and passion of all the applicants.”

– Diane Magers, CX Leader of the Year judge

Why you should apply

Gain recognition for the CX successes of you, your business and your team

Benchmark yourself against peers from across the globe

Help to raise the profile of the CX profession

Receive insight into best practices and trends

““CX Leader of the Year provides a valuable and credible recognition programme for our profession – judged by CX practitioners, for CX practitioners.”

– Ian Golding, CX Leader of the Year judge

Meet the 2020 finalists

Our 2020 award drew interest from around the globe, with 103 customer experience leaders applying from 25 different nations.


James Scutt

Head of Customer Experience Strategy and Deployment, Post Office

“James epitomises the desire, perseverance and passion that is required in a CX leader, one that genuinely cares about the customer.”
– Sandra de Zoysa, 2020 award judge and CX Leader of the Year 2019


Sonja Hild

BSH Huishoudapparaten B.V.

Antonia Oakes

Old Mutual

Mark Billingham

The Very Group

Maya Khalifeh


Shaun Myers

Brenntag UK & Ireland

Louise Durnin



Over 100 applications received. 25 finalists shortlisted.

Download our eBook to discover which customer experience professionals were voted the world's best in 2020

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