First dedicated Customer Experience Awards to celebrate businesses putting people first

THE search is on for the businesses delivering the very best customer experience across North Wales, Chester and the Wirral as entries open for a brand-new regional awards programme.

The inaugural North Wales, Chester and Wirral Customer Experience (CX) Awards will recognise organisations and individuals setting the benchmark for outstanding service, communication and customer care.

Founded by Connah’s Quay-based customer experience specialist Rhian Anstey, Director of insight6 North Wales, Chester and The Wirral, alongside internationally recognised customer experience expert Ian Golding, the awards will open for entries on July 1 before culminating in a celebration event at The Assembly Room in the historic Grade II-listed Chester Town Hall on October 23.

The organisers believe the initiative fills a gap in the regional business calendar by shining a spotlight on customer experience – an area increasingly recognised as a key driver of business success, customer loyalty and long-term growth.

Rhian, a Certified Customer Experience Professional (CCXP), said: “This is something I have wanted to do for a long time. There are some fantastic business awards across our region, but none dedicated solely to customer experience.

“Whether you employ five people or 500, the way you treat your customers matters. This region is home to some exceptional businesses and organisations, many of which are making a real impact nationally and internationally, and we want to celebrate those that consistently go above and beyond.

“These awards are about recognising the businesses that listen, adapt, communicate well and genuinely put the customer at the centre of decision-making.”

The awards have been developed in line with the judging framework used by the UK Customer Experience Awards, giving category winners the opportunity to progress to the national competition.

Entries will be assessed by a panel of respected customer experience professionals across categories including Customer-Centred Culture, Best Small Business Customer Experience, Overall Customer Experience and sector-specific awards for Retail, Hospitality, Professional Services, and Wellness and Wellbeing.

As part of the judging process, entrants will also receive a light-touch mystery shop assessment, providing independent feedback to support their submissions.

Ian Golding, also a CCXP and a globally respected customer experience consultant who works with organisations around the world, believes customer experience has never been more important.

“It can make or break a business,” he said.

“Whether it’s a Google review, a Tripadvisor rating or a recommendation from a friend, customers have more influence than ever before.

“Many organisations invest heavily in attracting new customers but overlook the importance of retaining existing ones. Often, it’s the businesses that listen, respond openly and act on feedback that build the strongest relationships and achieve long-term success.

“Customer experience is not just about customers either. It includes employee experience, culture and behaviours. The best organisations are those willing to step outside, look at themselves through the eyes of customers and colleagues, and continually improve.”

The awards have already attracted backing from a growing number of sponsors, including Moneypenny, while the October celebration will showcase food, drink and produce from businesses across North Wales, Chester and the Wirral.

Organisers have also pledged to donate 100% of profits generated by the awards to Kids Bank, supporting its work tackling childhood poverty across the region.

They hope businesses of every size and sector will enter and help establish the awards as a permanent fixture in the North West business calendar.

“No matter what industry you operate in, customer experience matters,” added Rhian.

“We know there are fantastic organisations out there delivering outstanding experiences every day, often without recognition. These awards are an opportunity to celebrate success, learn from one another and showcase the very best our region has to offer.”

For more information, to view the judges and award categories, or to submit an entry between July 1 and September 14, visit www.nwcw-cxawards.base44.app.