The annual award offers customer experience leaders the opportunity to share success stories from their current CX role, and be recognised and celebrated for their achievements by MyCustomer's community of 100,000+ like-minded peers.
Despite the challenging backdrop that 2020 has provided for CX leaders, this year’s competition has received a significant number of applications from professionals heading up customer experience programmes for renowned brands around the globe.
MyCustomer managing editor, Neil Davey, believes this year's CX Leader of the Year award has given applicants 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 - 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."
With the application phase now finished, an expert judging panel of former and current customer experience practitioners will help decide the Top 25 CX leaders from around the globe, before crowning one worthy applicant the overall CX Leader of the Year, on 5th November 2020.
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 was free to enter for applicants from across the globe. For more information on the criteria for applying for the 2021 edition and to download our application guide, visit www.cxleaderoftheyear.com
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.