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Applications now open for CX Leader of the Year 2020

The launch of this year's award gives CX managers the chance to share some positive stories about the success of their people and programmes.  

5th May 2020
Editor MyCustomer
In association with
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CX Leader of the Year

MyCustomer’s 2020 CX Leader of the Year is now open for applications.

The annual, global award is designed to encourage customer experience leaders to share the personal and team successes they’ve had within their current CX role, whilst also championing the impact customer experience has had on their organisation.

With an application process aimed at showcasing the great work of the innovators and unsung heroes propelling the CX profession forwards, CX Leader of the Year asks applicants to tell the story behind their customer experience programme and its related achievements.

The application phase is open until September, at which point an expert judging panel of former and current customer experience practitioners will help decide on a Top 25 CX leaders from around the globe, before crowning one worthy person the overall CX Leader of the Year on 5th November 2020.

This award is a valuable and credible recognition programme for our profession – judged by CX practitioners, for CX practitioners” – Ian Golding, CX Leader of the Year judge

Opportunity to reflect

Against the backdrop of the ongoing coronavirus crisis, many customer experience leaders have had to put CX programmes on hold or recalibrate how they serve customers during a period of increased uncertainty.

However, the current climate has also offered CX professionals an opportunity to reflect on how their customer experience programmes have performed. MyCustomer managing editor, Neil Davey, hopes the CX Leader of the Year award provides applicants with the chance to look back on the last 12 months and see the benefits of the hard work they’ve done to bring CX to the fore, within their organisation.  

"At a time when we're all faced with extraordinary anxiety and stress, this is a chance for customer experience professionals to share some positivity. Last year's award was a huge success and showcased the great work of many customer experience managers and their teams and programmes. 

"With the launch of CX Leader of the Year 2020, customer experience professionals have the opportunity to celebrate the successes that they have enjoyed over the last 12 months. Amidst the present turmoil, it's the perfect time to take stock and give praise to their people and programmes - particularly as their brilliant work so often goes unrecognised or isn't celebrated as much as it deserves to be. 

"The CX Leader of the Year award is our way of trying to change that - and to share some much needed positive news."

CX Leader of the Year

2019 winner

Over 80 customer experience leaders from 23 different nations applied to win 2019’s CX Leader of the Year award.

After careful deliberation, judges awarded Sandra de Zoysa, group chief customer officer, Dialog Axiata with the title of CX Leader of the Year 2019.

Sandra was a unique applicant, having served as a customer experience leader at Axiata Dialog – Sri Lanka’s leading telecom provider – for over 20 years.

The judging panel praised her dedication to delivering customer experience excellence within her organisation, introducing numerous internal programmes including a Customer Service Training Academy (which has trained over 13,000 professionals since 2000), and the implementation of a Group CX governance structure and framework.

In addition, Sandra was also responsible for conceptualising and launching a company-wide culture transformation programme in 2012 –‘Service from my heart’ – led by the Group CEO, which remains successful and active to date.

I was inspired by Sandra’s story, drive and passion. She seems to be unstoppable and rooted in a philosophy that all CX leaders should share,” – Chantel Botha, CX Leader of the Year judge

The 2020 CX Leader of the Year application process is open until 7th September 2020, and is free to enter for applicants from across the globe. For more information on the criteria for applying and to download our application guide, visit www.cxleaderoftheyear.com  


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