Describe your organisation (Please give an overview that includes: industry, core activities, number of people, key elements of business strategy, brief history of involvement in Customer Experience. This is very important context so the judges can understand background and context.)

Drivers behind the initiative (Please describe the background challenges, opportunities and decisions that led to the initiative? What would have happened if the initiative had not started?)

Describe the project and the organisation’s approach (Please introduce the project. What were the core components of solution? What approaches were taken? Who did the project involve and collaborate with? Please include a very rough timeline)

Challenges and Differentiators? (What were the biggest challenges faced? How were the challenges addressed and overcome? What did the organisation do that evidences great customer experience?)

Results (What did the project achieve? Were their specific Success Measures or KPI’s impacted? How has Customer Experience improved in the organisation as a result?)

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