Having joined the CXT Summit countries with the hosting of the 17th CX Transformation Summit in Lagos, Nigeria, last February, Nigeria officially became a member of the summit community. As one of Africa's biggest economies, Nigeria will play a huge role in shaping discussions in the ever-changing world of customer experience. Whether through human capacity or deploying technological tools, Nigeria aims to shape CX discussions and innovations.
 

As the CX Transformation Excellence Awards for 2024, scheduled to take place in Nairobi, Kenya, approaches, the organizers are calling for nominations from organizations and CX professionals in Nigeria. Join us and be part of the 2024 awards and recognition for individuals and organizations who have improved and shaped the CX space over the past twelve months.
 

The awards will be presented in over eighteen (18) categories. Here is a look at the various categories for this year's awards and descriptions of the criteria:
 

INDIVIDUAL CATEGORY

• CX Leader of the Year: This prestigious award recognizes visionary leaders who have demonstrated exceptional leadership, strategic vision, and innovation in championing customer experience initiatives within their organizations. Nominees will have a proven track record of inspiring teams, driving cultural change, and delivering tangible results that positively impact customer satisfaction, loyalty, and business performance.

TEAM / ORGANIZATION CATEGORIES

• Best Digital CX Strategy: This award recognizes organizations that have demonstrated excellence in leveraging digital channels and technologies to deliver seamless, personalized, and engaging customer experiences. Nominees will showcase innovative approaches in utilizing digital platforms, data analytics, AI, and automation to enhance customer interactions, drive satisfaction, and achieve business objectives.
   
• Best User Experience: This category celebrates companies that prioritize user-centric design and deliver exceptional experiences across all touchpoints, including websites, mobile apps, products, and services. Nominations will highlight intuitive interfaces, streamlined processes, accessibility, and usability, resulting in high levels of customer satisfaction, loyalty, and advocacy.
   
• CX Team of the Year: The CX Team of the Year award honors outstanding teams that have collaborated effectively to drive significant improvements in customer experience metrics and outcomes. Nominated teams will demonstrate exceptional teamwork, communication, innovation, and dedication to delivering exceptional customer experiences across the organization.
   
• Best Employee Experience Strategy: This award celebrates organizations that prioritize employee engagement, satisfaction, and development as integral components of their customer experience strategy. Nominees will showcase innovative programs, practices, and initiatives aimed at creating a supportive, inclusive, and empowering work environment that enables employees to deliver exceptional customer experiences.
   
• Best Contact Center: The Best Contact Center award recognizes excellence in customer service delivery through contact centers, whether in-house or outsourced. Nominees will demonstrate outstanding performance in areas such as agent training, technology utilization, responsiveness, resolution times, and customer satisfaction scores, resulting in exceptional service experiences for customers across various channels.
   
• Best Innovation in CX: This award recognizes groundbreaking innovations that have significantly enhanced the overall customer experience. Nominated innovations should demonstrate creativity, effectiveness, and tangible benefits for customers, such as new technologies, processes, or strategies that have revolutionized customer interactions and satisfaction.
   
• Best Innovative CX Product: Celebrating products or services that have demonstrated exceptional innovation in improving the customer experience. Nominations should showcase how the product or service addresses specific customer needs or pain points, delivers unique value, and contributes to overall customer satisfaction and loyalty.
   
• Excellence In Citizen Experience: Acknowledging government agencies or organizations that have demonstrated excellence in delivering seamless, accessible, and citizen-centric experiences. Nominations should highlight initiatives, programs, or services that prioritize citizen needs, improve accessibility, and enhance satisfaction and engagement with public services.
   
• Best Customer-Centric Culture: Recognizing organizations that have fostered a culture of customer-centricity across all levels. Nominations should showcase how the organization prioritizes customer needs, empowers employees to deliver exceptional experiences, and embeds customer-centric values into its corporate culture, resulting in improved customer satisfaction and loyalty.
   
• Best Voice of the Customer (VOC): Acknowledging organizations with outstanding practices in capturing, analyzing, and leveraging customer feedback. Nominations should demonstrate how the organization collects feedback from various channels, uses data analytics to gain insights, and takes proactive measures to address customer concerns and improve the overall customer experience.
   
• Best Customer Feedback Management: Celebrating organizations with exceptional strategies and tools for managing customer feedback effectively. Nominations should showcase how the organization collects, analyzes, and acts upon customer feedback to drive continuous improvement, enhance customer satisfaction, and foster customer loyalty.
   
• Best CX Learning and Development Strategy: Honoring organizations with innovative approaches to training and development that empower employees to deliver exceptional customer experiences. Nominations should highlight programs, initiatives, or resources that provide employees with the knowledge, skills, and tools they need to deliver outstanding customer service and drive customer satisfaction and loyalty.
   
• Best Social Media Campaign & Initiative: Highlighting companies that have executed outstanding social media campaigns or initiatives to engage customers, build brand loyalty, and enhance the overall customer experience. Nominations should showcase creativity, effectiveness, and measurable impact in leveraging social media to connect with customers, address their needs, and create meaningful interactions.
   
• Best Customer Onboarding Strategy: Recognizing organizations with exceptional strategies for onboarding new customers and setting the stage for a positive and successful customer journey. Nominations should highlight processes, resources, or initiatives that effectively welcome and orient new customers, address their needs, and ensure a smooth transition into the product or service.
   
• Best Customer Churn & Retention Strategy: Celebrating organizations with effective strategies for reducing customer churn and increasing retention. Nominations should showcase initiatives, programs, or approaches that identify and address factors contributing to customer churn, build customer loyalty, and drive long-term customer relationships.
   
• Best CX Inclusive Strategy: Honoring organizations that have implemented inclusive practices and initiatives to ensure accessibility, diversity, and equity in their customer experience offerings. Nominations should demonstrate how the organization promotes inclusivity, addresses the needs of diverse customer groups, and creates an environment where all customers feel valued and respected.

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Calling on Nigeria's CX Community (businesses and individuals) to nominate brands, individuals, or any organizations in any of the above-listed categories.

Have your organization or any other you know met the criteria to be recognized in any of the categories?

Application Process:

1. Nominate: Choose the relevant award category(ies) and submit your application form on the CXT website.
2. Shortlist of Nominees: Your submission will be assessed by a panel of esteemed judges. If your entry is shortlisted, you will be contacted shortly after the judging has been concluded.
3. Announcement: The 2024 CX Transformation Excellence Awards winners will be announced during the CX Transformation Summit in respective regions.

Click HERE to begin the process.

Download the 2024 awards brochure HERE

Entry closes April 2024.

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