Customer Service Categories

These categories recognize innovation in the management and practice of customer service since 1 January 2025.

Nominations that won in the 2026 edition of the awards may be resubmitted for consideration to the 2027 awards. If they have been updated with recent achievements, they may be resubmitted to the categories in which they won. If they have not been updated, they must be submitted to categories different from those in which they won.

Information to be submitted online for entries in these categories include
a. An essay of up to 4,900 characters describing the nominee’s innovative achievements since 1 January 2025, OR a video of up to five (5) minutes in length describing the same.
b. Optional (but highly recommended), add to your entry up to 10 webpage links and up to 10 document uploads to support your case to the judges. These might be press articles, press releases, videos, or images, for example.

J01. Award for Innovation in AI-Driven Customer Service
Recognizing organizations that have implemented artificial intelligence technologies—such as chatbots, virtual agents, or predictive analytics—to significantly enhance customer interactions, reduce resolution time, or personalize support.
a. Computer Industries: recognizes achievement in the internet/new media, computer hardware, computer software, computer services, etc. industries.
b. Financial Services Industries: recognizes achievement in the accounting, banking, financial services, insurance, etc. industries.
c. Other Service Industries: recognizes achievement in all service industries except for financial services.
d. Telecommunications Industries: recognizes achievement in all telecommunications industries.
e. Government: recognizes achievement in all government organizations.
f. Non-Profit: recognizes achievement in all non-profit organizations and NGOs.
g. Public Enterprise: recognizes achievement in all business organizations wholly or partly owned by the state and controlled through a public authority.
h. All Other Industries: recognizes achievement in all industries that are not covered by one of the other categories.

J02. Award for the Innovative Use of Technology in Customer Service
a. Computer Industries: recognizes achievement in the internet/new media, computer hardware, computer software, computer services, etc. industries.
b. Financial Services Industries: recognizes achievement in the accounting, banking, financial services, insurance, etc. industries.
c. Other Service Industries: recognizes achievement in all service industries except for financial services.
d. Telecommunications Industries: recognizes achievement in all telecommunications industries.
e. Government: recognizes achievement in all government organizations.
f. Non-Profit: recognizes achievement in all non-profit organizations and NGOs.
g. Public Enterprise: recognizes achievement in all business organizations wholly or partly owned by the state and controlled through a public authority.
h. All Other Industries: recognizes achievement in all industries that are not covered by one of the other Award for Innovation in Customer Service categories.

J03. Award for Innovation in Customer Service Management, Planning & Practice
a. Computer Industries: recognizes achievement in the internet/new media, computer hardware, computer software, computer services, etc. industries.
b. Financial Services Industries: recognizes achievement in the accounting, banking, financial services, insurance, etc. industries.
c. Other Service Industries: recognizes achievement in all service industries except for financial services.
d. Telecommunications Industries: recognize achievement in all telecommunications industries.
e. Government: recognize achievement in all government organizations.
f. Non-Profit: recognize achievement in all non-profit organizations and NGOs.
g. Public Enterprise: recognizes achievement in all business organizations wholly or partly owned by the state and controlled through a public authority.
h. All Other Industries: recognizes achievement in all industries that are not covered by one of the other Award for Innovation in Customer Service categories.

J04. Award for Most Innovative Contact Center of the Year
a. Computer Industries: recognizes achievement in the internet/new media, computer hardware, computer software, computer services, etc. industries.
b. Financial Services Industries: recognizes achievement in the accounting, banking, financial services, insurance, etc. industries.
c. Other Service Industries: recognizes achievement in all service industries except for financial services.
d. Telecommunications Industries: recognizes achievement in all telecommunications industries.
e. Government: recognizes achievement in all government organizations.
f. Non-Profit: recognizes achievement in all non-profit organizations and NGOs.
g. Public Enterprise: recognizes achievement in all business organizations wholly or partly owned by the state and controlled through a public authority.
h. All Other Industries: recognizes achievement in all industries that are not covered by one of the other categories.

J05. Award for Most Innovative Customer Service Department / Team of the Year
a. Computer Industries: recognizes achievement in the internet/new media, computer hardware, computer software, computer services, etc. industries.
b. Financial Services Industries: recognizes achievement in the accounting, banking, financial services, insurance, etc. industries.
c. Other Service Industries: recognizes achievement in all service industries except for financial services.
d. Telecommunications Industries: recognizes achievement in all telecommunications industries.
e. Government: recognizes achievement in all government organizations.
f. Non-Profit: recognizes achievement in all non-profit organizations and NGOs.
g. Public Enterprise: recognizes achievement in all business organizations wholly or partly owned by the state and controlled through a public authority.
h. All Other Industries: recognizes achievement in all industries that are not covered by one of the other categories.