A BRAND NEW WAY™

A BRAND
NEW WAY™

RESHAPE CUSTOMER EXPERIENCE AWARS 2022:

CATEGORY INDEXING METHODOLOGY

Each of the eighteen award categories were meticulously designed, with their own unique criteria and Index. Award nominations were shortlisted based on the their alignment and grading against each categories unique category Index.

In addition to this, personable factors, such as authenticity, and creativity are also taken into consideration. Ultimately the RESHAPE CX Awards are looking for businesses that show a genuine mission to remove friction from the customer experience, and an appetite to pioneer unchartered water – in the servitude of their customers.

HOW THE CATEGORY INDEXING PROCESS WORKS?

The category indexing process will take place between Friday 3 June 2022 – Wednesday 23 September

STEP 1

Nominations were made on behalf of businesses, teams, and individuals against one of more categories, by
Friday 3 June.

STEP 2

Each submission was reviewed against the Award Category Index and judgement criteria, by
Friday 12 August.

STEP 3

Winners are selected and notified, ahead of the regional virtual award broadcasts, by
Friday 23 September.

STEP 4

Winners will be publicly announced during the regional virtual award broadcasts, on
Wednesday 26 October.

Delivering a winning CX is a team effort – but behind every great team is an amazing CX leader, inspiring everyone to be better, do better, and achieve more. This award congratulates the EMEA leader who has enabled their team to push boundaries in the name of creating a better CX for their customers.

Award Category Index Parameters:
– Nominees are ranked based on how impactful their CX initiatives are on ROI, bottomline revenue, or profitability
– Evidence of the leader investing and pioneering in emerging channels and technology

Considered Criteria:
– Ability to challenge the status quo in their business and wider CX community
-Active participation in thought leadership, industry events and online communities

Delivering an exceptional customer experience is complex, it involves multiple technologies, stakeholders and team members. That’s why having the right team in place is so important. With the right team on-board, organizations can tackle any challenge or obstacle thrown their way. This award recognizes teams that have excelled or overcame major obstacles, in the name of obsessing over their customer.

Award Category Index Parameters:
– Nominees are ranked based on how impactful their CX initiatives are on ROI, bottomline revenue, or profitability
– Showcase tangible examples of removing friction points in the CX to produce positive results

Considered Criteria:
– Proven ability to overcome any obstacles that inhibit delivering a great CX
– Exemplary cross-team collaboration to integrate & implement a seamless CX

*This category is judged equally on 50% strategy, 20% creativity, and 30% results*

This award honors the marketing initiative that demonstrates the most effective use of AI and/or machine learning to drive real-time individualization and provide a tailored customer experience.

Award Category Index Parameters:
– Demonstrate how you have applied advanced AI capabilities into your customer journey
– Explain how you have applied AI and/or machine learning to deliver programmes that you would not otherwise be able to do
– Ability to measure the impact of AI and/or machine learning, such as ROI, bottomline revenue, or profitability

Considered Criteria:
– How you have executed to drive relevance in customer experience
*This category is judged equally on strategy, creativity, and results*

This award celebrates brands on the cutting-edge of customer experience. Innovation comes in many forms, from advanced experimentation, to embracing new and emerging channels, or being the first to trial the latest innovations in tech.

Award Category Index Parameters:
– Evidence of innovation in CX from advanced experimentation
– Proof that multiple channels and touchpoints are connected to create a cross-channel custome experience

Considered Criteria:
– Showcase meaningful insights driving innovations in CX
– Demonstrate the willingness to trial emerging technologies before others in order to pioneer CX in your business and the wider CX community

*This category is judged equally on strategy, creativity, and results*

This award recognizes brands that have delivered exceptional ROI and results by meeting their consumers in the moments that matter most. The activity can be an ongoing, or one-off campaign. The category will be judged on strategy, execution, results – and creativity.

Award Category Index Parameters:
– The most impactful insights behind the campaign initiative
– The most advanced use of segmentation, with deep reasoning on how/why the audience(s) were selected to improve campaign performance
– Show tangible metrics to prove the campaign was successful e.g. revenue, ROI, customerlifetime value, NPS

Considered Criteria:
– Showcase a deep understanding of the customers’ relationship with the category, brand, or product.

*This category is judged 30% on strategy, 20% on creativity, and 50% on results*

This award spotlights a business driving loyalty by building meaningful relationships with their customers, through incredible customer experiences. Applicants should showcase how they are retaining customers, increasing customer value, and driving loyalty by becoming a purpose-led partner to their consumers. The activity can be ongoing, or a one-off retention campaign. The category will be judged on strategy, execution, results – and creativity.

Award Category Index Parameters:
– Nominees will be ranked on how the experience impacted metrics e.g. revenue, lifetime value, engagement, RFM, or NPS
– The most impactful insights behind the retention or loyalty programme
– The most advanced use of segmentation, with deep reasoning on how/why the audience(s) were selected to improve campaign performance

Considered Criteria:
– Showcase a deep understanding of the customers’ relationship with the category, brand, or product.

*This category is judged equally on strategy, creativity, and results*

This award celebrates for businesses who are able to engage with their customers in a meaningful way, on the highest number of channels, including mobile and emerging channels. A minimum of 4+ channels are required in order to be shortlisted for this category.

Award Category Index Criteria:
– Showcase the highest number of integrated channels in a campaign or experience
– The most sophisticated use of channels as part of a samless experience
– Evidence of realtime personalzation, acknowledging the individuality and context of customers
– Nominees can demonstrate positive impact of how cross-channel orchestration has impacted the business e.g. customer livetime value, cart recovery rate, revenue etc.

Considered Criteria:
– The ability to select next best channel based on individual consumers’ preferences

*This category is judged 40% on channel diversity, 30% on strategy, 30% on results*

This category recognizes organizations that take their customers on an engaging and connected journey. Journeys must include multiple touchpoints, channels, and show how the organization delivers a connected customer journey, recognizing the individuality of their consumers. The activity can be an ongoing, or one-off campaign. The category will be judged on strategy, execution, results – and creativity.

Award Category Index Criteria:
– Nominees are ranked on how their customer journey impacts tangible metrics e.g. engagement, customer lifetime value, RFM, or ROI
– Evidence the customer journey map to show sophistication in audiences, paths, touchpoints, and how data is being leveraged
– How impactful the insights were used for crafting the integrated nature of the customer journey
– Number of channels, additional indexing is granted for emerging channels

*This category is judged equally on strategy, creativity, and results*

This category celebrates the application and activation of for data insights to supercharge the customer experience with relevance and meaning. Work should explicitly and proactively prove that data was used to inform, support and drive engagement.

Award Category Index Criteria:
– Nominees are ranked on how insight / data has contributed significantly to campaign strategy and execution
– How has insight or data has been applied to increase ROI, revenue and engagement


*This category is judged 40% equally on strategy, 30% on creativity, and 30% on results*

This category recognizes the organization that has unlocked transformational results for their business, from customer lifetime value, to profitability, average order value, and conversion rate, through innovating in customer experience. The initiative can be ongoing or fixed-time, but the time lapsed should be a meaningful amount.

Award Category Index Parameters:
– Nominees are ranked based on their ROI including top metrics such as customer lifetime value, average order value and conversion rate associated with digital and CX initiatives.

Considered Criteria:
– Clearly demonstrate the maturity and evolution of CX in your business
– Evidence how CX is providing impactul ROI and value to the business

This category is reserved for the organization that has made huge leaps to transform their CX, and accelerated major initiatives within their last 12 months.

Award Category Index Parameters:
– Nominees are ranked based on their ability to accelerate business results such as ROI, revenue or profitability in the past 12 months

Considered Criteria:
– Clearly demonstrate the maturity and evolution of CX in your business, within the last 12 months
– Evidence how CX is providing impactul ROI and value to the business
– Showcase that CX is a critical cross-function priority
– Describe how challenges were overcome to gain momentum in CX

*This category is judged 20% on strategy, and 80% on results*

Transitioning to digital is a business imperative in today’s world – but it takes serious effort. This is a category for anyone who’s completed an effective digital transformation, and who has the results to prove it!

Award Category Index Parameters:
– Nominees are ranked based on the business results they drive through use of digital and CX contributing to ROI, revenue or profitability.

Considered Criteria:
– Demonstrate the use of digital and CX to drive transformative business results and unlock new growth areas
– Realizing new opportunities through digital initiatives
– Setting an example to others in the industry for raising the CX bar
– Raising the CX bar in your industry by being a digital trendsetter
– Showcase how digital is being used to meet emerging trends and consumer needs

Increasingly, consumers rely on their mobile device, not only for shopping online – but also, as part of the in-store experience. Being mobile-first in an era when consumers have an 8-second attention span, has never been more critical. This award celebrates the best use of mobile, as part of the customer experience.

Award Category Index Parameters:
– Nominees are ranked based on the impact of CX initiatives, such as ROI, bottomline revenue, or profitability on mobile channels.
– Proof that emerging channels are contributing to ROI, revenue or profitability.

Award Criteria:
– Demonstrate how insight/data has contributed significantly to mobile strategy and execution
– How mobile is being leveraged to offer a unique and engaging customer experience
– Showcase how mobile is being used to deliver a deeper understanding of the customer

*This category is judged equally on strategy, creativity, and results*

Increasingly, consumers rely on emerging channels such as WhatsApp, Line, SMS and RCS to engage with the brands they interact with. With efficacy and engagement decreasing in some traditional channels, embracing new channels in a meaningful way has never been more critical for profitability. This award celebrates the best use of emerging channels, as part of the customer experience.

Award Category Index Parameters:
– Nominees are ranked based on parameters such as; the number of channel integrations, channel variety and the speed of integrating emerging channels.
– Proof that emerging channels are contributing to ROI, revenue or profitability.

Considered Criteria:
– Demonstrate how insight/data has contributed significantly to adoption of emerging channels
– How emerging channels are being leveraged to offer a unique and engaging customer experience
– Showcase how emerging channels are being used to reach customers in the moments that matter, on the channels they are active on

*This category is judged equally on strategy, creativity, and results*

This shemarkable award will celebrate the woman leader who has made the most outstanding and meaningful contribution to her industry and the broader CX community in establishing A Brand New Way™ for crafting customer experiences.

Considered Criteria:
– Active participation in thought leadership, industry events and online communities
– Willingness to share their unique insights and authentic stories with the community
– Stimulating the conversation around the future of CX and leading by example in their role

This award recognizes outstanding achievements in the CX industry. An individual or organization may be honored for their commitment and proactiveness in advancing the CX sector forward, and creating impactful change for consumers.

Considered Criteria:
– Vocal advocate for challenging the status quo in the CX community
– Pushing the boundaries of CX through emerging channels and technology
– Active participation in industry events and online communities
– Evidence of social impact

Where can I find my submission?

*Unfortunately, due to the number of applications received, we are only able to contact those who have been successful.

*Regretfully, we are unable to share details of individual submissions, as these may include personally identifiable data, commercially sensitive information, and/or materials which are protected by legal professional privilege.

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