North American Customer Centricity Awards


Join us at the inaugural North American Customer Centricity Awards week. Four days packed with customer experience stories, real world case studies, masterclass training and networking opportunities with leading customer experience and business professionals from across North America.

The programme is supported by respected thought‐leaders in customer experience from across the region.

Entries Open

17 July 2019

Entry Deadline

28 May 2020

Shortlist Announced

3 June 2020

Online Masterclass with Ian Golding and Diane Magers

22 & 23 June 2020

Finalists Announced

1 July 2020

Finals & Awards Ceremony & Conference

9 October 2020

Feedback reports issued

27 October 2020

The inaugural North American Customer Centricity Awards recognize those inspiring organizations who are delivering an outstanding customer experience across the region. A week of Customer Experience Content will take place over 4 days, starting on 22nd June 2020 in Dallas.

The Conference

At just $325 for a full day of networkinginspiring talks from CX leaderspanel discussions and a business lunch the day one conference packs as much content as possible into a relaxed and inviting atmosphere


Chris Brown

CEO and Co-Founder, Marketculture
Chris is a global expert in customer-centric business strategies. He and his colleagues have conducted extensive research on this topic and published articles in Strategy & Leadership, B2B Magazine, the CEO Refresher, the Harvard Business Review Blog, the CMO Council program on Market Sensibility and other journals.

Mike Kendall

Founder, The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world.

Raj Sivasubramanian

Customer Experience Insights Manager, Airbnb
Raj is a seasoned Customer Experience leader and CCXP with a diverse set of experiences as both a CX practitioner and a consultant. At Airbnb, Raj is focused on developing new approaches to capture and socialize the voice of the customer and to build processes that enable teams to act on customer feedback. Raj is a frequent conference speaker and advisor on the topic of customer-centricity, metrics, and customer feedback.

Michelle Brigman

Customer Experience Director, 7-Eleven
Reimaging Customer Experience for companies like 7-Eleven, Citi, and Dell, Michelle transforms culture to increase customer engagement, satisfaction, and loyalty.


Marlan Hardie

People Engagement Officer,Worldwide Technology
With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations.


Diane Magers

Founder and CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25 years of building and growing Customer and Employee focus.


Ian Golding

Customer Experience Specialist
Customer Experience Specialist
A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions.

Andy Netzel

VP, Voice of the Client/Employee, KeyBank
Andy Netzel, CCXP is VP, Voice of the Client and Employee at KeyBank, focused on CX measurement, journey mapping, prioritization and continuous improvement for commercial and consumer payments. He previously helped shape client journeys at Hoover vacuums and Things Remembered.

Dana Hyatt

Customer Experience Principal, CCXP, Slalom
Dana Hyatt is Customer Experience Principal at Slalom, partnering with organizations to achieve sustainable growth through the customers' lens. Her deep expertise in collaborating cross-functionally to turn insights into business impacts comes from her unique industry experience leading both field and corporate-based Sales, Operations, Training, Data Integration, Account Management, Marketing Insights and Customer Experience teams at companies such as Neiman Marcus, Citi, Acxiom, Gucci, Alltel, Zale Corporation, Gold's Gym International, Accor North America, ADT, Southwest Airlines, and Thomson Reuters.

The Awards

During the finals over 100 Finalist presentations will be scored by the judges in what will be the largest gathering of CX best practice in one place. Watch & learn from your peers by attending any of the finalists presentations. Celebrate your achievements with your peers and team whilst enjoying our take on a Classic Texan BBQ. Your ticket to the ceremony includes access to the finals.

The Online Masterclass

Be part of the Online CX Masterclasses led by Ian Golding CCXP and Diane Magers CCXP and take your CX Journey to the next level.

The Agenda



ONLINE Masterclasses

  • 09:00 – 16:00 CX Masterclass with Ian Golding CCXP
  • 09:00 – 16:00 CX Masterclass with Diane Magers CCXP



ONLINE Masterclasses

  • 09:00 – 16:00 CX Masterclass with Ian Golding CCXP
  • 09:00 – 16:00 CX Masterclass with Diane Magers CCXP



Awards Finals and Ceremony

  • 08:00 – Networking breakfast
  • 08:30 – Welcome by Mark Hamill & Marlan Hardie
  • 08:45 – Key Note Speech
  • 09:15 – Raj Sivasubramanian
  • 09:45 – Michelle Brigman
  • 10:15 – Panel Discussion
  • 10:45 – Break
  • 11:00 – Finals
  • 17:00 – Finals Finish
  • 19:00 – Drinks Reception
  • 20:00 – Ceremony Begins W/ talks from Mike Kendall & Chris Brown
  • 23:00 – Ceremony Ends

OCT 10


Networking Brunch & Winner Talks

  • 10:00 – Networking Brunch and Winners Talks
  • 19:00 – Goodbye


ARCET Global was founded by members of the core team that has been together since 2014.

The team has vast experience in executing Awards programmes, delivering over 15 Awards across 5 different programmes throughout the Middle East & Europe.

Through ARCET Global, the Team will build on their reputation of creating, launching and producing leading Business Awards programmes.