This award recognises outstanding colleague training initiatives that have measurably improved capability, confidence and performance. It celebrates learning programmes that are engaging, impactful and aligned to real customer and organisational needs.

Outstanding entries will demonstrate clear alignment between training design and business needs, strong engagement and measurable impact, showing how learning has translated into sustained performance improvements for colleagues and customers.

The Best Team Award recognises teams that demonstrate exceptional collaboration, commitment and performance. It celebrates teams that have delivered outstanding outcomes for customers, colleagues or the wider organisation.

Outstanding entries will show teamwork that goes beyond business as usual, with clear evidence of innovation, resilience and measurable impact. They will demonstrate how collaboration has driven meaningful improvements, strengthened ways of working and created lasting organisational influence.

This award recognises organisations that use customer insight to drive meaningful improvement. It celebrates those who move beyond data collection to embedding customer insights into decision-making, service design and delivery.

Outstanding entries will demonstrate strong insight generation, the confidence to act on findings and clear evidence that these insights have delivered measurable improvements for both customers and the organisation.

This award recognises teams delivering outstanding support to vulnerable customers. It celebrates those that demonstrate empathy, understanding and effective interventions that lead to better outcomes. The award highlights best practice in identifying, supporting and advocating for vulnerability across both frontline and strategic teams.

Outstanding entries will demonstrate clear best practice, innovative approaches and measurable impact on customer outcomes, alongside lasting influence on culture or operational standards.

The Complaints Champion Award recognises an individual who demonstrates exceptional leadership in complaints handling, turning complaints into learning opportunities, improved outcomes and cultural change. It celebrates personal initiative, advocacy and lasting impact on both colleagues and customers.

Outstanding entries will demonstrate strategic influence, measurable improvements, culture shaping and sustained legacy.

The Culture Champion Award recognises an individual who champions positive organisational culture and inclusion, consistently role-modelling values, influencing colleagues and driving lasting cultural impact.

Outstanding entries will demonstrate personal commitment, measurable cultural change, promotion of inclusion and sustained influence.

The CX Champion Award recognises an individual who consistently drives excellence in customer experience (CX). It celebrates leadership, insight, advocacy and measurable improvements that embed customer-centric thinking across the organisation.

Outstanding entries will demonstrate personal initiative, insight-led action, tangible improvements in CX performance, influence on colleagues and a lasting positive impact on the organisation’s customer-focused culture.

The Vulnerability Champion Award recognises an individual who demonstrates exceptional commitment to supporting vulnerable customers. It celebrates advocacy, leadership and personal dedication that creates lasting impact, influencing colleagues, culture and customer outcomes.

Outstanding entries will demonstrate initiative, empathy, strategic influence, measurable impact and inspiration to others.

This award recognises outstanding collaboration between teams, organisations or partners. It celebrates shared purpose, joint problem-solving and collective impact. The award highlights collaboration that delivers better outcomes for customers or communities.

Outstanding entries will demonstrate clear evidence of strategic or innovative collaboration, measurable outcomes, effective stakeholder engagement, and lasting influence on organisational or community practice.

The Complaints Award recognises member organisations that have made significant progress in complaints handling and the customer journey, whether by reducing complaint volumes, improving processes, or enhancing satisfaction scores. It celebrates measurable improvements that turn complaints into learning opportunities, better customer outcomes and operational enhancements.

Outstanding entries will demonstrate strategic and operational excellence, measurable impact, innovative approaches and lasting improvements embedded across the organisation.

This award recognises initiatives that strengthen organisational culture and inclusion. It showcases excellence in efforts that foster belonging, engagement and shared values across the organisation. The award celebrates culture that positively impacts colleagues and customers.

Outstanding entries will demonstrate clear evidence of measurable cultural or inclusion improvements, innovative approaches to engagement, lasting influence on organisational behaviours and tangible benefits for both colleagues and customers.

The Customer Service & Satisfaction Award recognises excellence in delivering consistently high-quality customer service. It celebrates organisations that use customer insight to drive action, resulting in measurable improvements in satisfaction, loyalty and trust.

Outstanding entries will demonstrate clarity of strategy, consistent execution across touch points, evidence-based improvement and a sustainable approach to continuous improvement.

This award recognises purposeful and innovative approaches that improve outcomes for customers or colleagues. It celebrates creativity, experimentation and measurable impact.

Outstanding entries will demonstrate novelty, insight-driven design, effective validation, tangible impact and sustainability, showing that innovation is not just ideas but delivering results.

This award recognises large contact centres delivering high-quality customer service at scale. It celebrates operational excellence, customer outcomes, colleague engagement and continuous improvement in complex environments.

Outstanding entries will demonstrate strategic leadership, measurable performance improvements, innovative use of technology and sustained impact on culture and service delivery.

This award recognises small contact centres delivering exceptional customer experience through focus, innovation and agility. It celebrates performance, culture, colleague engagement and continuous improvement, showing that scale is not a barrier to excellence.

Outstanding entries will demonstrate strategic impact, innovative practice, measurable outcomes and resilience in service delivery.

This award recognises organisations using innovation to protect consumers from fraud. It celebrates initiatives that combine technology, effective policies, processes and customer education to proactively identify, prevent and respond to digital fraud risks.

Outstanding entries will demonstrate clear, effective approaches with measurable impact, including innovative technology, strong governance, collaboration and customer empowerment, showing how these efforts strengthen protection and deliver lasting improvements in fraud prevention.

This Award recognises initiatives that remove barriers and enable equitable access to services for vulnerable customers. It celebrates organisations that go beyond regulatory compliance to deliver meaningful, inclusive and customer-led improvements.

Exceptional entries will demonstrate clear evidence of best practice in inclusive design, co-creation and innovation, measurable improvements in customer access and experience and sustained organisational change that ensures services are delivered with dignity, independence and fairness.

This Award recognises excellence in encouraging and supporting customer vulnerability disclosure. It celebrates approaches that build trust, create safe environments and lead to better outcomes for customers. The award highlights respectful, customer-centred disclosure practices designed to meet the needs of all customers.

Exceptional entries will demonstrate clear evidence of increased disclosure, innovative or tailored approaches to supporting vulnerable customers, measurable improvements in outcomes and lasting influence on organisational practices, colleague behaviours and customer experience.

This award recognises a specific project that delivered meaningful improvements for vulnerable customers. It celebrates focused initiatives that addressed a clear need and achieved tangible impact. The award highlights innovation, collaboration and measurable outcomes.

Exceptional entries will demonstrate evidence of measurable improvements for vulnerable customers, innovative or creative solutions and influence on organisational practices or policies.

This award recognises a specific project that delivered meaningful improvements for vulnerable customers. It celebrates focused initiatives that addressed a clear need and achieved tangible impact. The award highlights innovation, collaboration and measurable outcomes.

Exceptional entries will demonstrate clear evidence of measurable improvements for vulnerable customers, creative or innovative solutions, effective collaboration across teams or stakeholders and lasting influence on organisational practices or service delivery.