Why become a Judge?
Be seen as a thought leader
Learn how organizations are becoming more customer centric
Network with industry leaders
Elevate your personal brand
Gain access to real world case studies
Your role as a Judge
Score written entries
Each entry is around 2,100 words and takes approximately 20 minutes to read and score. This score is weighted at 50% of the total score.
Score the finalists’ presentations
Each finalist will be given 25 minutes to present and answer questions from the judges. This score is weighted at 40% of the total score.
Provide written comments to entrants
This valuable feedback helps companies validate the great work that they are already doing and where they can improve.
Scoring of Entries
The purpose of the ARCET Global scoring model and criteria is to ensure that business stories, teams and leaders are scored accurately, effectively and independently. Giving both entrants and judges confidence that the winners are deserving.
Our scoring model is endorsed by the University of Chester Business School giving you confidence that all entries will be evaluated in a vigorous and thorough manner.
The University of Chester’s stellar commitment to Entrepreneurship and business excellence, echoes ARCET Global’s commitment to improve businesses around the world.
Written Entry
50%
Final Presentation
40%
Overall Score
10%
Each criteria scored 1-10 (10 being the highest score)
After all the presentations, judges score the overall entry out of 100 so they can reflect on which story captivated them.
Scores are aggregated and given a percentage.
Finalists who score within 3% of the highest marks of that category will be winners.
Judging Panel
Meet the judges who will be bringing their industry knowledge and category specific skillsets to assess the entrants. Each judge is carefully vetted to ensure impartiality and all judges sign a confidentiality agreement. Judges are selected based on their business experience and qualifications. Each panel has a cross section of experts to ensure the evaluation is thorough.
Graham Shapiro
Chair of Judges - CEO, GSD
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. Entrepreneur in Residence and on the advisory board for The Business Research Institute at The University of Chester. Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®.
Ian Golding
Customer Experience Specialist
World Renowned CX Author and Trainer. Ian is 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.
Cary Cusumano
CX Design Strategist, Verizon Enterprise Solutions
Cary is a seasoned Customer Experience (CX) and Design Thinking professional in Verizon Enterprise Solutions. As a CX Design Strategist, he works with Verizon’s largest enterprise clients to articulate, design, and implement their CX strategy and vision. He is a Certified Customer Experience Professional (CCXP) and a 2016 winner of the Customer Experience Professional Association’s (CXPA) CX Impact Award.
Greg Kihlstrom
President & Chief Experience Officer, Cravety
Greg is President & Chief Experience Officer at Cravety, host of The Agile World podcast, and author of several books including The Agile Consumer, which discusses the evolving brand-consumer relationship and the future of customer experience.
Steve Towers
CEO, Tucker & Co.
Steve Towers has been named one of the 15 most influential Global Customer Service Experts in 2019. An experienced business transformation leader with over 40 years of success in both the private and public sectors in a variety of key 'C' leadership and top-level consulting positions.
Stephanie Thum
Founding Principal, Practical CX
Stephanie Thum, CCXP is a long-time consultant and former practitioner who has spoken and written extensively on the field and practice of customer experience as a business discipline. Her experience includes work with government, B2B, technology, and nonprofit organizations.
Tabitha Dunn
Chief Customer Officer, Ericcson
Chief Customer Officer at Ericsson - she leads the customer experience practice and strategy, the employee experience transformation for global sales and the global sales center of excellence. She’s on the Board of Directors for the Customer Experience Professionals Association (CXPA) and is a Certified Customer Experience Professional (CCXP).
Phanindra Gollapudi
Head of Customer Experience - Technology, Dropbox
Phanindra is a strategic technology executive with over 20 years of designing, implementing and driving innovation across various customer processes at companies like Hewlett Packard Enterprise, Aruba Networks, Sony and Gillette. In his current role as Head of CX-Technology at Dropbox he is building the next generation user experiences powered by Artificial Intelligence with an obsession to delight the customers.
Rodrigo Edwards
Executive Director, Loyalty Metrics
Rodrigo is director at the Customer Institute, Customer Loyalty and NPS® Certified expert from Satmetrix and holds a Master´s degree in Management from Harvard University. Rodrigo has over 15+ years implementing Customer Experience (CX), Employee Experience (EX) and Net Promoter System (NPS) programs throughout Latin America.
Rodrigo founded Loyalty Metrics in 2014, a Customer Experience Management consulting and training firm helping businesses achieve customer centric growth.
Alison Circle
Chief Customer Experience Officer, Columbus Metropolitan Library
Alison Circle, Chief Customer Experience Officer, leads the library’s experience strategy. She is an in-demand speaker and has received a Global Impact Award from the Customer Experience Professional Association. She is a CCXP and serves on the international board of the CXPA.
Greg Wempe
Chief Client Officer, Kasasa
Greg Wempe is Chief Client Officer at Kasasa, advising client financial institutions in selecting the most profitable product set, platform, and strategy. Greg joined Kasasa in 2006, bringing a devotion to customer experience backed by a data driven approach to consulting.
Nomah Zia
Director, Digital Engagement, Landrys
Nomah has 16 years of experience in Oil & Gas and manufacturing industry leading global digital transformation and CX programs. Currently she is leading digital CX and engagement strategy for Landry’s Inc. dining, hospitality, entertainment, gaming verticals and Houston Rockets business.
Meghan Borsic
Head of User Experience, Amazon
Meghan Borsic is Head of User Experience Design and Customer Research for CE at Amazon, and an award-winning designer. She lectures worldwide on design strategy for customer-centricity, productivity and building confident, risk-taking teams.
Prithwi Dasgupta
CEO & Founder, SmartKarrot Inc.
Prithwi is Founder & CEO at SmartKarrot Inc. He has over 20+ years of experience in scaling and building profitable businesses. Prithwi is passionate about customer experience and the technology enablement of influencing digital touchpoints.
Lucy Donaldson
VP, Digital & Innovation, Canvas Credit Union
Lucy’s global experience, spans the Technology, Gaming, Retail and Financial Services industries. Lucy has held key leadership roles in Digital Transformation and Customer Experience Strategy. The challenge of delivering a deeper, detailed customer-value understanding of what influences customer behaviors, and demonstrating how organizations can do this with positive commercial returns, drives her desire to demonstrate unique opportunities in aligning data and technology with a customer-focused lens.
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.
Ahmed Arshad
Director of User Experience, Blue Yonder
Ahmed leads teams to create products users love. In the last 13+ years, he took new product ideas to market with positive inflection points. Many of the successful projects have created measurable increases in engagement and revenue for startups and enterprises.
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.
Jeanne Bliss
Co-Founder, Customer Bliss
Jeanne Bliss is a globally recognized Customer Experience Pioneer, Leadership Advisor and Author of Chief Customer Officer 2.0. Jeanne pioneered the role of the Chief Customer Officer, holding the first ever CCO role for over 20 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. She is now the President of CustomerBliss, where she guides the C-Suite and Chief Customer Officers around the world on earning business growth by improving customers’ lives.
Marlan Hardie
People Engagement Officer, Worldwide Technology
Marlan operates as the People Engagement Officer for global service providers at World Wide 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. He evangelizes that “the brands that deliver the best customer experience have already provide the best employee experience.
Anita Siassios
Managing Director, ManagingCX
Anita was at ANZ Bank for 29 years where she spearheaded Customer Experience. She is a Certified Customer Experience Professional (CCXP) and first Australian certified Forrester CX-Pro.
Saif Sultan Al Abri
Senior Manager L&D, Omantel
Saif Sultan Al Abri is a committed HR Professional with over 19 years’ experience in Banking and Telecom Industry. Saif has become a trusted professional to senior business leaders in Oman for employee engagement and training aspects. He is a certified CIPD HR Professional.
Saif added his noticeable finger prints since he took over the lead of Learning and Development in Omantel.
Eryc Eyl
Lead CX Analyst, E Source
Eryc Eyl brings decades of experience in diverse roles and industries, as well as certifications in customer experience, organizational culture, and change management to his mission to improve the human experience of business. He supports utilities as an analyst for E Source, and speaks and consults widely on human experience.
Bob Azman
Founder & CXO, Innovative CX Solutions
Bob Azman is the founder of Innovative CX Solutions, LLC, a Customer Experience Consulting firm. He serves as Chairman of the Board of the CXPA. He teaches at both the University of Minnesota Carlson School of Management and Rutgers University.
Geeta Wilson
Founder and CEO, Consumer Society
Geeta has over 20+ years in the corporate and start-up world and over a decade as a health care industry leader. She is Founder and CEO of Consumer Society, an experience design and technology company and former Vice President of CX Enterprise Transformation at Humana. Geeta has brought her disruptive CX approach to thousands and is a sought after thought leader and speaker. She has been featured in Forbes, The Wall Street Journal, and Inc. Magazine and was recognized by MM&M as a Top 40 Healthcare Transformer.
Marty Kaufman
Founder & Principal, infinipoint
Marty lives at the complex intersection of growing companies and the customer experience; creating touch-points that are memorable to the customer and valuable to the company in driving sustained revenue growth and customer retention. He leads and advises executive leadership teams across start-ups, Fortune 100s, and the public sector.
Mark Khayat
Principal, NNT Consulting
Accomplished International Business Development, Sales & Logistics Executive skilled at helping companies accelerate global growth through salesforce transformation, foreign expansion & market penetration. Consultant / Entrepreneur / Early Stage Investor.
Vijay Ramchandran
Senior Director of Customer Experience, Citrix
Vijay has led the strategy, design and implementation of CX and NPS programs for global organizations with 100K+ employees. In his current role, he leads the CX efforts for Citrix Systems and has been a primary force in transforming Citrix into an award-winning organization.
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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.
Jeff Hughes
Head of Front End Development, PMT, Citadel
Jeff Hughes is an enterprise architect, full stack developer and product designer with 25 years of experience working with extraordinary companies all over the world.
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.
Annette Franz
Founder + CEO, CX Journey Inc.
Annette Franz is an internationally recognized customer experience thought leader, coach, keynote speaker, and author. She recently published her first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).
Camille Nicita
President & CEO, Gongos, Inc.
Camille understands what it takes to make business decisions while operating in volatile environments and building strong cultural buy-in. She believes operationalizing consumer centricity through both ‘outside-in’ and ‘inside-out’ approaches is a differentiator to achieving organizational growth.
Jimmy Ball
UX Manager, 7-11
Jimmy Ball is a highly experienced senior-level UX Strategist, information architect, and designer that has proven experience in positive business outcomes through research, branding, problem solving, and analytics. He was named one of Graphic Design USA magazine's "People to Watch in 2012" and has had work showcased in many design annuals and award shows.
Umer Asif
Global Customer Experience Specialist
Umer is a Certified Customer Experience professional with over 12 years of experience leading CX programs globally. He works for Shell and is based in Canada. Umer’s expertise is CX Strategy & Measurement, and delivering exceptional experiences through motivated frontline staff.
Sanjeev Shelar
Global CX Head of Digital Delivery, Dropbox
Sanjeev Shelar is a visionary, highly experienced Senior Digital Leader and innovator with 20 years' achievement delivering complex multi-million EUR customer experience and e-commerce projects to achieve operational and customer excellence. He is passionate about architecting scalable strategies that improve customer experience, engagement and ultimately drive revenues. He believes customer-centricity is a shift in mindset and a sustainable way of doing business!
Bruno Guimarães
Community Manager - Founder, Amigos do CX
Bruno is the Director of Growth and Relationship management for Brazil at Mobile Marketing Association and the founder of local Brazilian CX community Amigos Do CX.
Passionate about people and CX. He believes on the collaborative learning and on the values of communities. His goal with the A.CX is to integrate people, exchange experiences and constantly look for new initiatives to support market development. In his spare time is a triathlete, has completed 5 Ironmans, 8 marathons and 2 ultra marathons, crossing the Andes Mountains running.
Santhakumaran Atmalingam
Founder & International CX Consultant, CX Expert Asia
Santha is a Customer Experience (CX) thought leader, keynote speaker, and an industry leader for CX coaching and consulting in South East Asia. He has vast experience in advising MNC and Government Agencies on CX Transformation.
Diane Magers
CEO of Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement.
Jorge Castellote
Co Founder, Innoway
Jorge is co-founding partner of Innoway. Before that he spent more than seven years in Palladium, a boutique consulting firm specialized in Strategy Execution. A dynamic and independent business management consultant with more than 16 years of international experience. Proven track record of delivering world-class strategy and innovation related solutions in several assignments in Europe, Africa and the Middle East.
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.
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.
Megan Burns
Founder, & CEO, Experience Enterprises
Megan Burns a customer experience expert, speaker, and strategic advisor to Fortune 500 firms. She helps them embed world-class experience management (XM) into corporate DNA based on lessons from her pioneering work on XM maturity at Forrester Research and her experience guiding hundreds of leaders through complex culture change.
Roberta O'Keith
Customer Experience Leader, Murphy-Hoffman Company
Roberta has over 20 years’ experience working for mid and large sized corporations designing, implementing and leading customer experience strategies and voice of customer programs. She is a certified LEAN Six Sigma Black Belt and Certified Customer Experience Professional.
Michael Phelan
Founder & Principal, Go-to-Market Pros
Michael is a Principal & Founder at Go-to-Market Pros. He was formerly a marketing executive at Staples & Reebok. He founded his company eight years ago to help companies make significant inroads into new markets & product categories. Michael specializes in helping companies expand into new markets, launch new products & grow revenue through innovative sales and marketing programs. Michael developed and optimized a new sales & marketing methodology in 2018 called “Magnet Marketing”.
Margaret-Anne Heyland
Participant Experience Lead, MassMutual
Margaret-Anne currently oversees the Participant Retirement Experience for MassMutual. She has over 25+ years’ experience in strategy, marketing, lead nurturing and customer experience. Prior to MassMutual she was the CX Officer at American National Bank of Texas and had a 20+ year career at USAA where she had a proven track record of delivering world-class experiences.
Shadi Swairki
Senior Manager Hospital Service, Bupa Arabia
A high Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 13 years of experience in Operation Excellence and Customer Experience Management in the healthcare sector. I firmly believe in passionate and inspirational business leadership which energizes both organizations and individuals, helping people and organizations to be among the best in all aspects and this is my motivational fuel
Charles Bennett
Chief Executive, NextTen Innovation Solutions Limited
Charles Bennett is a change specialist passionate about using the customer experience agenda to help make deep and lasting impact on the way organisations operate. He is also the founder of the Customer Experience and Service Association Middle East. It is dedicated to helping companies specifically in the region to take advantage of new ideas, learn the latest next practice change thinking and use it to accelerate results arising from customer centricity initiatives.
Edward Hobart
Lead Practitioner, Advisor & Consultant, CX Solutions Consulting
Edward, a Certified Customer Experience Professional, has spent the last several years as a CX practitioner, standing-up programs at three global companies in the technology, pharmaceutical and medical device spaces. He’s recently transitioned to a role as a practitioner-consultant and advisor for CX Solutions Consulting.
Jeff Lojko
SVP CX Transformation, Bank of America
Jeff is a passionate, experienced practitioner at Bank of America who believes that the best client experiences are those that deliver value in a simple, enjoyable way. To him, client-centricity is about understanding and delivering what clients want, and why.
Kathy Hardcastle
State Director, TXSHRM
Since beginning her career with Texas Health Resources in December 2000, Kathy has enjoyed the many challenges and opportunities of working in a hospital environment. Texas Health Resources (THR) is one of the largest faith-based, nonprofit health care delivery systems in the United States. The system serves more than 5.4 million people living in 29 counties in north central Texas. Currently, she is the Human Resources Officer for Texas Health Denton hospital, a 255-bed hospital featuring more than 43 specialties.
Frank Amato
Director Customer Engagement and Solutions, DXC Technology
Frank has extensive global leadership experience in Enterprise Technology, Software, Services and IT management infrastructure solutions. For the past 5 years, Frank worked for HP has the Director Business Engagement for Global Practices and Sales supporting IT Advisory / Client Management, for HPE and DXC Technology has the Director Enterprise Services Customer Engagement and Solution and leads DXC’s Sell & Build systems tools globally for business development.
Carl Riley
Founder, Riley Group Inc
Carl Riley is the founder of the Riley Group Inc (RGI), an award winning customer experience agency focused on driving human and business impact through design. He is interested in human-centered design, co-creation,
projective research techniques, sociocultural anthropology and trends, semiotics, Gestalt theory, placemaking,
community building, service design and intersectional spaces. Some great relationships he has enjoyed include Target, Starwood Retail Properties, Convene, Green Growth Brands, Schraft’s Specialty Fertility Pharmacy, O’Hare
Airport, the Boot Barn and Zondervan Publishing. He is a midwesterner living in the New York City.
Cory Davison
CEO & Co-Founder, 4Xperience Ltd
With more than two decades of corporate and consulting experience, Cory has been a CX change maker for companies like Toyota and SMART Technologies and is an advisor for fast growing companies such as Shopify Plus, TAB Bank and Benevity. She's also the weekly host of Coffee with Cory!
Brian Dennis
SVP - Retail Customer Engagement, SMG - Service Management Group
Brian is the SVP of Retail Engagement for SMG and a best selling author on customer experience. He is a respected thought leader in the CX space and will be an incredible addition to the judging panel.
Sam Thrash
Head of Customer Experience, Ethos Life
Sam is passionate about building, scaling, and leading CX teams. He has been lucky to have the opportunity to do this at multiple growth stage companies including Carta, RigUp, and Ethos Life most recently. Sam believes CX should be a growth engine for every business.
Stacy Sherman
Expert, DoingCXRight®
Stacy is known for HUMANIZING BUSINESS & differentiating brands through DoingCXRight®. She focusses on customer experiences, employee engagement and diversity & inclusion as a woman leader at a global corporation. Her accomplishments include achieving record-breaking Customer Satisfaction & Net Promoter (NPS) results, contributing to +6% Y/Y revenue growth & $2B portfolio protection. Stacy's also a Forbes writer, speaker, CX advisor, and blogger. Learn more about Stacy, read articles and listen to her podcasts at DoingCXRight.com
Apply to Judge
Are you a business leader with a fountain of knowledge to share? Join our team of independent and impartial judges and increase your knowledge, improve your profile, make new contacts and even celebrate with the winners!
Judging at the North American Customer Centricity Awards is a great way to share your knowledge & experience.
Pricing
Judges do not have to pay to judge the online entries and finalists presentations. If you wish to attend other events over Customer Centricity Week, including the Awards Ceremony, the prices are listed below.
