Frequently Asked Questions

Who can enter?

We welcome initiatives from any organisation that conducts business in the UK: public or private, SMEs or large corporations, B2B or B2C. No matter the size, scope or sector of your organisation, if you’ve done great work to improve your customer experience, these Awards are for you!

What does the entry process look like?

First, choose the category or categories that best describe your organisation's recent success. Then go to the Enter Now page, complete all the steps and make your payment. After this, you'll receive login details for your official entry form. This written submission counts for 50% of your final score.

You should submit the form before the entry deadline on April 14, 2022. After that, wait for the announcement of finalists on April 28. If you’re shortlisted, you can start preparing your presentation!

Is there an entry fee?

We offer a reduced entry fee during the Super Early Bird registration period, which ends on April 8. There are also discounts during the Early Bird period, which ends on June 4. Normal entry prices apply after that, until the general deadline on July 8.

Is there a fee to attend the finals?

For the best finalist experience, we recommend purchasing tickets and celebrating with your team - but this is not mandatory.

If you don't reserve any tickets, only one representative from your company will be able to join the event to present their entry(-ies) to the judging panel. Access to open presentations from other finalists, networking and the Awards Ceremony is exclusively reserved for ticketholders.

In addition, any winners who have not purchased tickets will be charged if they choose to receive a customised trophy.

How many categories can we enter?

There’s no limit to the number of categories you can enter. If you feel your work is relevant to more than one category, you can submit the same initiative into multiple categories.

Where can we find additional information about entering?

Additional information is in the Plan2Win document, which gives you advice on category selection and writing a winning entry. You can also visit our Enter Now page.

We also offer a series of webinars from previous winners and awards experts. You can ask specific questions about choosing the right category, structuring your submission, and anything else to help with your entry!

What are the scoring criteria?

The scoring criteria are the same for the written entry form and the presentation. Take a look so you know what to expect. Be sure to address all of them in your entry!

How and where do we submit our entry form?

The entry form should be submitted through our online portal by the entry deadline on July 8. Once you enter the awards and receive your login details via email, you can access your entry form. From the moment you receive your login details, you can start working on your submission. As you finish each section, make sure you save your progress, and only click the ‘submit’ button when it’s fully complete!

Who are the judges?

Every category is assessed by independent business professionals who apply to judge with us. We also appoint a Chair of Judges in each category – their job is to ensure that all presentations are kept to time. After the event, you will receive their comments on your written entry and live presentation in a bespoke feedback report. To find out who’s judging this year, visit our Meet the Judges page.

When will the finalists be announced?

We will announce all finalists on July 22. Those who have been shortlisted will deliver a live presentation at Wembley Stadium on the day of the Awards Finals.

Will we be promoted as a finalist?

Of course! All finalists will receive a logo that can be used on your social media and website. Once the finalists are announced, we spread the word to our extensive network and promote all finalists on social media. You will receive a ‘Booster Pack’ to help spread the word about your involvement.

When will the final and awards ceremony take place?

The Awards Finals and Ceremomy will both take place on the same day: October 6, 2022.

What do the finals and ceremony involve?

Held at Wembley Stadium, CXA® brings competition and celebration together in one spectacular full-day experience.

Throughout the morning and afternoon, finalists present their initiatives to the judging panels. Many of these presentations are open to spectators, and you are free to attend as many as you wish. There are plenty of chances to network with other professionals, plus the opportunity for video interviews.

As we build up to the Awards Ceremony in the evening, we’ll hear from an incredible range of speakers in our CXTrendTalksTM, have a short break for guests to change into black tie, then come together for the ceremony. This will include a keynote speaker, spellbinding live entertainment, a charity raffle for Barnardo's, and of course, the announcement of the winners!

What is the format for the presentations?

On the day of the Finals, you will be allocated a 30-minute presentation slot for each category you’re in. These run throughout the day, from 9 a.m. to 5 p.m. A presentation schedule with exact timings will be announced well ahead of the event. In your 30-minute slot, you’ll have 15 minutes to present your initiatives and 15 minutes to answer questions from the judging panel. If you choose to have an open presentation, other guests can watch your presentation live.

Do I have to submit a recording of my presentation in advance of the Finals?

All presentations to the judging panels take place live and in-person. You are not required to submit your presentation before the Finals.

How many people can present at the finals?

Since the judges will ask detailed questions after your presentation, we highly recommend that all major stakeholders are there to present.

Is there an opportunity to see other presentations when I am not presenting on my own?

Yes there is! This is an amazing opportunity to watch and learn from other finalists. Sharing best practice is one of the focal points of this event – but to view these open presentations, you must book tickets.

What happens after the finals?

As soon as the winners are announced during the Awards Ceremony, we announce them on social media and send emails with a full list of winners. Interviews filmed at the finals will be all over our social media months after the event and you can also have an interview with Customer Experience Magazine. Regardless of the results, you will receive a free judges’ feedback report about 2 weeks after the finals. You will also receive a survey - we’d love to hear your comments!

Do we get a certificate if we are finalists?

If you would like a certificate, please get in touch with us and we will make one for you. The certificate has a QR code that leads directly to the Category Winners page.

Is there a dress code?

There is no strict dress code for the Awards Finals. Smart/casual business wear is suggested. For the Awards Ceremony in the evening, the dress code is black tie.