WHY THE SE AWARDS EXIST

The Service Excellence Awards are awards that recognize and celebrate the success of corporates that provide exemplary customer service.  The Service Excellence Awards:

All award entries must be submitted to ICX through its online portal. Entries must be for customer service activities conducted by an entrant based in Kenya. An entrant may submit entries in single or multiple categories.

By participating in the Service Excellence Awards, you acknowledge that you have read and understood this Data Privacy Policy and agree to its terms. Please read the privacy policy here:

1. Entry fee of 15,000 per organization- The fee allows you entry into any of the categories
2. The fee is to be paid via the ICX payment platforms:
• Direct transfers should be made to: Institute of Customer Experience Kenya Limited,
o DTB Bank, Wabera Street Branch,
o Account Number: 0243424001
o Code: 063
• Cheques to be written to: Institute of Customer Experience Kenya Limited
• MPESA: ICX Till Number is 880879 (buy goods option)
3. Evidence of the payment to be included in the entry submission

The following are the awards categories for the 2024 ICX Service Excellence Awards:

Measurement Indicators

The judges will look out for demonstration of the following:

1. An approved and documented CX Strategy and a linked integration with the overall corporate strategy and any other global strategic documents.
2. A well-documented, actively implemented Service Charter and outlined Customer promise
3. A strategic action plan for external customer inclusion and engagement to boost customer satisfaction and retention
4. A well-documented and implemented internal customer engagement strategy with a monitoring and reporting framework
5. A well-documented service failure risk matrix, service recovery strategy with a corrective and preventive action plan
6. A CX Monitoring and Evaluation Kit/ CX Audit Kit/ CX Measurement and/or Assessment toolkit in place

Measurement Indicators

1. An approved and documented CX Strategy with clear integration into the overall corporate strategy.
2. Alignment of the strategy with national strategic plan documents and evidence of this alignment.
3. A well-documented, actively implemented Service Charter and outlined Customer Promise.
4. A comprehensive strategic action plan that fosters internal and external stakeholder inclusion and engagement, designed to enhance public satisfaction and service retention.
5. A CX Monitoring and Evaluation framework in place for accountability and continuous improvement.

Measurement Indicators

The judges will look out for demonstration of the following:

1. A well-documented, outlined and actively implemented customer communication strategy, including objectives and strategies.
2. A well-researched customer communication content development implementation plan with effective messaging
3. A measurement index of the effectiveness of customer communication on customer feedback channels
4. A measurement index of customer communication and engagement on social media channels
5. Demonstrate an understanding of the customer journey for key sales and service processes, including key interaction points across different channels
6. Demonstrate staff have the right skills, training, and information to support channel migration

Measurement Indicators

The judges will look out for demonstration of the following:

1. An actively implemented internal CX excellence strategy and implementation action plan
2. A listing of well documented and implemented internal service charters & SLA’s
3. A training needs analysis and active ongoing CX Capacity building plan for CX staff
4. A training needs analysis and active ongoing CX Capacity building plan for other staff (Non CX Staff)
5. An Internal Customer satisfaction measurement, reporting and corrective action format
6. Demonstrate how recruitment strategy to ensure that front-line customer interaction staffing levels remain at an appropriate level to support our customer experience vision and strategy. (Companies to demonstrate they hired the right people to ensure a quality customer experience at all touch points)
7. Explanation of how an organization can attract and retain those employees that are best able to achieve our vision and strategy

Measurement Indicators

1. An active customer digital self-care platform with ease of user experience
2. A register of recorded user experience turnaround time measurements including task accomplishment times
3. A monitoring and analysis report on task success rate – internally (staff) operated tasks
4. A monitoring and analysis report on task success rate – externally (customer) operated tasks
5. A scheduled report on system availability, downtime rate and customer alerts/communication
6. Demonstrate to have a clear vision of how customers will use technology in the next 5-10 years
7. Demonstrate how the customer use of tools and technology aligns with the organization’s IT strategy
8. Explanation of the SLAs for resolving Technology problems that affect customer experience

Measurement Indicators

1. Demonstration of CX creativity and innovation
2. Exhibition of sustainable customer engagements
3. Establishment of impactful and value adding outcomes
4. Achievement of holistic customer engagement
5. Alignment to the international and national themes
6. Inclusion of internal customer recognition and celebration
7. Leadership involvement and support

Measurement Indicators

1. A well-documented and actively implemented Contact Center strategy and implementation action plan
2. A cache of trend analysis reports on first-call resolution rate, service levels/speed of response, the quality of responses to customer issues and the customer ticket/issue abandon rate/customer drop off rate on the contact center channel.
3. Demonstration of the use of omni-channel support systems and CRM integration and their service to internal and external customers.
4. Evidence of call monitoring and evaluation (quality assurance) as well as with compliance and security adherence.
5. A training needs analysis and active ongoing CX Capacity building plan for contact center staff.

Measurement Indicators

1. A well-documented and actively implemented Contact Centre strategy and action plan.
2. The degree to which the contact center meets predefined service level agreements/ metrics, such as average response time, maximum wait time, and call abandonment rates.
3. Evidence of regular reporting and corrective actions taken to address any deviations from the SLAs.
4. A detailed training needs analysis and an active ongoing customer experience (CX) capacity-building plan for contact center staff.

Measurement Indicators

1. A well-documented and actively implemented CX sustainability strategy and implementation action plan
2. Environmental, social and governance (ESG)/DEI (Diversity, Equity and Inclusion) information in the organizational strategy
3. Evidence of voice of the customer feedback informing decision making on social impact and sustainability initiatives
4. Impact reporting inclusive of activity and intervention measurement enumeration evidence
5. Itemized demonstration of investment impact vs to establish social impact and sustainability efficacies
6. Demonstration of initiatives/projects/intervention scalability and sustainability
7. Evidence of customer/stakeholder engagement and collaboration/inclusion in the initiatives.
8. A well-documented long-term sustainability and maintenance plan for the initiatives.

Measurement Indicators

1. Hold a key role in customer experience management, customer service, or a related field.
2. Have a proven track record of implementing effective CX strategies and achieving measurable results.
3. Exhibit strong leadership qualities and inspire their teams to prioritize and enhance the customer experience.
4. The individual should have implemented a unique/innovative/out of the box and deeply impactful project.

This award will be open for nominations from anyone, with the top 20 individuals advancing to the next level of voting. Judges will vet the top 10 after the voting process and the winners will be recognized at the gala dinner.

The judging criteria for the ICX Awards will be based on both the measurement indicators and the responses to the entry form questions.

Measurement Indicators: Judges will assess entries against a set of predefined measurement indicators detailed in the awards guidelines for each category. Kindly review the guidelines before submitting an award entry. These indicators reflect the effectiveness, creativity, and impact of the submitted campaigns or projects.

Entry Form Questions: Entries will also be evaluated based on the comprehensiveness of the responses to the entry form questions, as well as the demonstration and evidence of the supporting material. Key areas of focus will include:

• Objective: The clarity and significance of the goals set for the campaign or project.
• Strategy: The approach and methodology used to achieve the objectives.
• Implementation: The execution and delivery of the campaign or project.
• Results: The evidence of success, including metrics and key performance indicators (KPIs).
• Supporting Material: The quality and relevance of supporting documents, such as verified customer testimonials, photos, videos, and relevant company documents, demonstrating the initiative’s impact and success.
• Testimonials: Verified feedback from relevant stakeholders supporting the effectiveness of the initiative.
• Each entry will be reviewed and scored by a panel of judges with expertise in customer experience and related fields. The highest-scoring entries will be shortlisted and considered for the respective awards.Entrants are encouraged to provide detailed and comprehensive responses to all questions and to ensure that all supporting materials clearly illustrate the impact and success of their initiatives
• Please note: The Judge’s decision shall be final and there will be no appeal. By accepting to enter this Award, the nominee has accepted the rules and conditions of the Award without any reservations.

Please send entry enquiries to:

Institute of Customer Experience Kenya, BTL Centre, Masaba Road, P.O. Box 43098 00100 Nairobi

Email: tellmemore@icxkenya.co.ke / communication@icxkenya.co.ke

Tel: 0754 854 565