Confirmit ACE Awards for Customer Experience Excellence

ACE Awards Overview

The ACE Award Honors Exceptional Customer Experience and Employee Experience Programs

The 2021 ACE Awards winners announced!

If you have any questions about your submission, please contact the ACE Awards team at ACEAwards@confirmit.com.

The ACE (Achievement in Customer Excellence) Awards program was established in 2005 to recognize outstanding achievement in customer and employee experience.

Businesses who receive a Confirmit ACE award are honored for their rigorous application of Customer Experience best practices and their outstanding performance as measured by those practices. The award shows the world your organization's commitment to listening to the Voice of the Customer and Voice of the Employee, and driving change that will deliver world-class customer and employee experience.

Confirmit customers may apply for Confirmit ACE Awards for their Voice of the Customer, Customer and Employee Experience and Insights programs. We encourage Market Research agencies to work with their clients to create nominations for outsourced programs run on Confirmit solutions.

Digital Success

A digital approach is at the heart of a successful CX program. If you have taken your initiative to the next level, capturing feedback from customers through channels that enhance the digital experience tell us about it in this brand new category. From web experience to app-based approaches, this is the place to share your digital successes.

Innovation

This category recognizes businesses who are using innovative approaches in their programs. That may be making use of new data collection techniques, or using mobile or text analytics capabilities to derive new insights. Or using innovative analysis to give richer insights and really understand the needs of internal stakeholder groups with innovative communications - reports, dashboards, and alerts that truly act as a catalyst for change.

Overall Business Impact

Got metrics? This is the category for you. The aim of any program is to improve and grow your organization, but many programs still focus on data collection that frustrate customers, reduces response rates and presents a lost opportunity for the business. Can you really demonstrate that Voice of the Customer is driving business change? Tell us how you are using insights from your program to increase revenue, reduce costs or deliver cultural change across the company. The judges are looking for clear examples of how your VoC program is improving your business – and the bottom line.

Employee Experience

While employee surveys may not be new, the process of building structured programs to gather insight from employees at multiple stages in the employee experience remains the exception rather than the norm. If your employee engagement program has taken a more agile approach than the traditional annual survey, tell us about how you are listening to employees, acting on their feedback, and making the business a better place to work.

B2B

Understanding the Customer Experience in B2B organizations is critical given the high-value nature of accounts. In this category, we welcome submissions from B2B companies who are enabling their Account Management teams to gain a clearer view of all their account, so they can understand the health of their portfolios, and where risk lies.

Voice of the Customer

This category recognizes the companies who have developed a strategic approach to listening to customers and are using that voice to drive change. Programs that capture the Voice of the Customer at key moments of the customer lifecycle will catch the judges’ eyes, but what they are really looking for is programs that have delivered true value into their organizations.

Professional of the Year

To celebrate the 15th anniversary of the ACE Awards we have introduced a Professional of the Year category. Dedicated to Customer Experience practitioners or those who have taken on CX as part of a wider role, this is a great opportunity to acknowledge those who have made an exceptional contribution to their organization’s customer experience. Entrants can submit themselves or be nominated by a colleague.

Digital Success
Innovation
Overall Business Impact
Employee Experience
B2B
Voice of the Customer

Each category will have multiple winners, with the most outstanding submissions awarded the prestigious “Judges’ Choice” award. Companies identified as Judges’ Choice contenders have the opportunity to deliver a 30 minute, online presentation to a judging panel followed by a short Q&A session. We’ll share more information about the process when Judges' Choice finalists are notified.

2021 ACE Award Winners

The stars of this year's Awards!

Amadeus

Amadeus Hospitality delivers next generation business solutions for hotel and hospitality organizations and offer them as Software as a Service. With over 48,000 installations worldwide, they offer solutions for guest reservations, sales and catering, property management and hospitality operations all focused on a better end-to-end experience for guests, employees, management teams and partners.

ANSYS, Inc.

If you’ve ever seen a rocket launch, flown on an airplane, driven a car, used a computer, touched a mobile device, crossed a bridge, or put on wearable technology, chances are you’ve used a product where ANSYS software played a critical role in its creation. ANSYS is the global leader in engineering simulation. ANSYS help clients solve the most complex design challenges and engineer products limited only by imagination.

B2B International with Brenntag

Brenntag is the market leader in the distribution of chemicals and ingredients across various industries. It offers its customers a wide range of products and ingredients, technical support, regulatory guidance and compliance advice. B2B International is a global, full-service market research consultancy dedicated to researching business-to-business markets. It helps its clients to make smarter decisions driven by insights, empowering them to grow.

Boehringer Ingelheim

The Boehringer Ingelheim Animal Health business is a global leader in the animal health industry and part of family-owned Boehringer Ingelheim, founded in 1885. They discover, develop and manufacture vaccines, parasiticides and therapeutics, complemented by diagnostics & monitoring platforms. With their innovative solutions, they support farmers, veterinarians and pet owners who raise and deeply care for their animals.

Catalent Pharma Solutions

Catalent is the leading global provider of advanced delivery technologies and development solutions for drugs, biologics and consumer health products. With 85 years serving the industry, Catalent employs over 11,000 people, including over 1,800 scientists, at more than 30 facilities across five continents.

Cognita

Cognita is a worldwide group of 67 schools in Europe, Latin America and South-East Asia. Cognita employs 4,600 teaching and support staff in the care and education of more than 30,000 pupils. Wherever you visit a Cognita school, be that in Brazil, Chile, Singapore, Spain, Thailand, Vietnam or the United Kingdom, you will find empowered school leaders, committed teachers and pupils who are enthusiastic learners.

Cromwell

Cromwell is a supplier of industrial tools, offering an unrivaled choice of products to all industries, professions, and trades. Known for safety, cutting tools, hand tools and power tools and abrasives, Cromwell offers expertise to provide audits and offer advice on how your business can improve.

CUA

CUA is Australia's largest credit union, offering responsible financial, health and insurance solutions to around 500,000 Australians. As a mutual, they were created by members for members and care for them through the changes and challenges in their lives.

DecisionWise

DecisionWise exists to help organizations improve their employee experiences so that employees thrive and organizations win. DecisionWise helps its clients and consulting partners implement voice of the employee programs and continuous EX listening campaigns.

E2E Research

E2E Research Services helps customers build and implement actionable analytical solutions and conduct Market Research that helps rationalize inputs, measure risks, and understand customer behavior.

Empire Today

Empire Today provides services to residential and business customers with a wide selection of quality, name-brand products including carpet, hardwood, laminate, ceramic tile, vinyl flooring and window treatments. Empire Today has been in business for over 50 years and is proud to have served over one million satisfied customers. Above all things, they value customers’ trust – the trust in quality, service, and overall excellence.

Erie Insurance

For more than 90 years, Erie Insurance has been fulfilling its promise to customers to provide auto, home, business and life insurance rooted in the principles of honesty, decency, service, and of course, affordability. Offering products that protect you without surprises. With a vast network of independent insurance Agents, they serve more than 4 million insurance Customers in 12 states and the District of Columbia.

Fifth Dimension

Fifth Dimension is a highly respected Market Research and consulting agency. Their four pillars (strategy, research, technology, and experience) ensure diversity in thinking, creative solutions, and competitive advantage. They look for new ways brands can connect with and learn from their markets.

Giraffe Insights

Giraffe Insights is a leading global research agency, specializing in kids, youth and families. They work across a range of sectors including entertainment, media, toys and games, food and drink and retail, helping businesses understand how to engage with their unique audiences.

Grodan

Grodan supply innovative and sustainable stone wool growing media solutions for the professional horticultural sector, based on Precision Growing principles. Sustainability plays a prominent role within Grodan, from the manufacture of stone wool substrates to end-of-life solutions.

HKA

HKA is the world’s leading consultancy of choice for multi-disciplinary expert and specialist services in risk mitigation and dispute resolution within the capital projects and infrastructure sector. The firm also has extensive experience advising clients on the economic impact of commercial and investment treaty disputes and in forensic accounting matters. In addition, HKA supports companies that conduct business with the US Federal Government, providing them with consulting services on complex government contracting matters.

Holden Data

Holden is a full-service research firm based in China with capability all over Asia. Through their work, Holden drives market insights via a number of time-tested research services and methodologies and has become a leader in full-service research and consultation in the Chinese and Asian markets.

If P&C Insurance

If P&C Insurance give people confidence today to shape their tomorrow. If something unexpected happens, they are there to help our customers financially and emotionally. They provide services to both private and commercial customers, and in all the lines of business – car, home, personal accident, travel, health, and other insurance products.

Just Group plc

Just is a specialist UK financial services group focusing on the UK retirement market. With a strong social purpose they are a leading provider of retirement products and services to individuals via financial intermediaries and our corporate partners.

King County

King County provides regional services to all residents of the county, including people who live in cities. These include courts and related legal services, public health services, the county jail, records and elections, property tax appraisals, and regional parks and facilities.

MD Analytics

MD Analytics is a global provider of industry-leading health and pharmaceutical Market Research, backed by a proprietary panel of healthcare professionals. MD Analytics has always put new technology and forward-thinking at the forefront of their business, enabling them to grow organically at unprecedented rates in the industry.

Moneygram

MoneyGram is a global leader in cross-border P2P payments and money transfers. Its consumer-centric capabilities enable family and friends to quickly and affordably send money in more than 200 countries and territories, with 90 now digitally enabled.

PennyMac

PennyMac Loan Services, LLC is committed to providing its customers with a range of innovative mortgage solutions. Whether they’re new to the home loan process or experienced buyers specifically seeking a competitive conventional, FHA, VA, investment property or Jumbo loan, PennyMac is dedicated to offering competitive rates and superior service. As a major loan servicer, the company also supports more than a million PennyMac home loan customers.

Philadelphia Insurance Companies

Philadelphia Insurance designs, markets, and underwrites commercial property/casualty and professional liability insurance products for niche markets, incorporating value-added coverage and services for select industries. By maintaining a disciplined approach to business, Philadelphia Insurance provides greater security for policyholders and superior value for shareholders.

Quest Software

Quest’s solutions reduce the time, effort, and money spent on IT administration and development, as well as, open opportunities for increased focus and investment on business innovation. Their software solutions simplify IT operations at more than 100,000 organizations worldwide, where customers rely on them to help turn data into insights quicker, modernize infrastructure faster for the cloud, optimize the application experience, and get control of every device that touches the network.

Selective Insurance

Selective Insurance Group, Inc. is a New Jersey-based holding company for 10 property and casualty insurance companies rated "A" (Excellent) by A.M. Best. Through independent agents, the insurance companies offer standard and specialty insurance for commercial and personal risks and flood insurance.

Visma

Visma delivers software that simplifies and digitizes core business processes in the private and public sectors, e.g. payroll, HRM, recruitment, and accounting. With presence across the entire Nordic region along with Benelux, Central, and Eastern Europe, we are one of Europe’s leading software companies.

W5 with Jameson

Jameson Distillery Bow street visitor centre is an award-winning Brand Home facility in Dublin that welcomes 360,000 visitors annually and plays an extremely important role for the Jameson whiskey brand. The enhanced experience offers guests the opportunity to taste, touch, smell and interact with Jameson in the original distillery buildings via a range of fully hosted experiences.W5 is Ireland’s leading full-service customer experience consultancy. They provide expert CX coaching enabling organizations and their people to become customer-centric and drive growth. W5 has partnered with BoIPA since 2017 building a VoC that drives action and outcomes for customers.

Western & Southern Financial Group

Western & Southern Financial Group, also commonly referred to as Western & Southern, is a Cincinnati, Ohio-based Fortune 500 company, and the parent company to a group of diversified financial services businesses. Collectively, they provide a broad range of life insurance, investments and retirement solutions as well as a variety of financial solutions.

Criteria and Eligibility

Are You Qualified To Enter the ACE Awards?

To be eligible to enter the Confirmit ACE Awards, your company must:

Be a current Confirmit or Dapresy customer
Have been running a Customer Experience (or equivalent) program on a Confirmit solution
Complete the application form, including details of the program’s scope, action taken based on feedback, and entrants must demonstrate tangible business results.

Programs entered must be run, at least in part, on a Confirmit solution. Customers may enter multiple categories.

Winning companies must agree to participate in Confirmit marketing activities which may include, but are not limited to, a press release on the award winners in which winners will be quoted; written customer case studies; video case studies; and conversations with select journalists and industry analysts. Winners will have the opportunity to review and approve all joint marketing deliverables.

If you have any questions, please take a look at the FAQ below or contact the ACE Awards team on ACEAwards@confirmit.com.

FAQ

Am I eligible to enter?

If you are a Confirmit client using any of our platforms (e.g. Confirmit Horizons, Genius or Dapresy) to run a customer experience or employee experience program, and you've done great work to improve your customer or employee experience, then these awards are for you!

How do we enter?

The first step is to choose the category or categories that best fit your initiatives. Then head to the ACE Awards page to download your chosen forms. Complete your form with as much detail as possible (and be sure to get some input from your team!) Submit before the deadline by emailing it to us as ACESubmissions@confirmit.com. If you're one of the finalists for a Judges' Choice award, we'll let you know so you can start preparing your presentation.

What is a Judges’ Choice award?

For every category we recognize the “best of the best” with a Judges’ Choice award. See “what are the scoring criteria” for more information.

Is there an entry fee?

There is no cost to enter the ACE Awards.

What are the categories?

We have six categories available to enter. More details on the webpage.

How many categories can we enter?

As many as you like - it could maximize your chances of winning! If your program is relevant in more than one category, you can submit the same initiative into several categories. And we are very happy to receive submissions for different programs from the same company too – but if they are all part of a greater whole – it’s often more compelling to tell the full story in one place.

Where do we submit our entry form?

Send your submissions to ACESubmissions@confirmit.com by the end of business 17th March. You will receive a confirmation email within two working days.

Can I get help with my submission form?

You are welcome to ask your Account Manager for their feedback on your submission, or contact the ACE Awards team if you’d like more information on what the judges are looking for. You should find everything you need in our blog posts, though.

What are the scoring criteria?

Judges work with a scoring system. Each question has a recommended word count and weighting towards the maximum score of 100. The weighting varies across submission forms (questions about the company are not scored and don’t impact the result). There is two-tier selection process; 1 - Based on the scoring system, multiple winners are selected in each category, 2 - Judges' Choice contenders are selected if they meet particular criteria and invited to present to the judges. Companies who are deemed to have been at a higher standard and demonstrate exceptional results during the presentations receive the Judges’ Choice award.

Who are the judges?

The panel of judges are Confirmit consultants, experts in the industry with many years’ experience in advising, supporting and implementing insights programs.

When will the Judges’ Choice finalists be announced?

Contenders for the Judges' Choice award will be contacted directly and asked to provide their availability to present to the judges. Finalist interviews will take place in April and we'll provide more instructions beforehand.

What is the format of the Judges' Choice finalist presentations?

Those who have been identified as potential Judges’ Choice winners are asked to do a 30 minute, online video presentation to the judges followed by a short Q&A session. The session will run for 45 mins to an hour.

How should we prepare if we are shortlisted as a Judges' Choice finalist?

Once your session is booked, it's time to start prepping! Put together your slides with a focus on expanding on the content from your submission. Judges are asked to consider the following:

Does the client demonstrate support and engagement throughout the organization?
Are they showing innovation of methodology, approach or technology?
What evidence is included to support the claims made?
How have they resolved any obstacles or challenges they may have faced?
Does the client demonstrate the application of best practice? What's next?

What happens after the Judges' Choice finals?

After the presentation, we'll gather the judges' scores and feedback. If you're a winner, you'll hear from us in early May.

When are the winners announced?

Winners are notified in early May and we’ll issue a press release shortly afterwards. You have total control of the information that may be disclosed when the results of the awards are shared.

Where are winners announced?

Winners are named in a press release and listed under the winners’ section on the the ACE Awards webpage. We also share the news on social media and encourage winners to make their own announcements.

What do we get as winners?

Winning an ACE Award is certainly something to shout about! Winners will receive a press release template, a shiny new trophy and logos to display on your website or incorporate as part of your marketing campaigns. If there are other ways you want to share your success, you’re welcome to do so – and we’re very happy to help.

Winners are also invited to feature in the annual ACE Awards Winners Showcase. This is optional, but most winners find it a great way to demonstrate their success within their own organization, surrounding themselves with some of the world’s most customer-centric companies. Find out how else the awards can boost your business here.

Where can we find additional information about entering?

We have a dedicated ACE Awards hub with everything you need to enter the awards. You can also visit our webpage.

Still have questions?

No problem, just drop the team a line at ACEAwards@confirmit.com and we'll be happy to help!

Am I eligible to enter?
How do we enter?
What is a Judges’ Choice award?
Is there an entry fee?
What are the categories?
How many categories can we enter?
Where do we submit our entry form?
Can I get help with my submission form?
What are the scoring criteria?
Who are the judges?
When will the Judges’ Choice finalists be announced?
What is the format of the Judges' Choice finalist presentations?
How should we prepare if we are shortlisted as a Judges' Choice finalist?
What happens after the Judges' Choice finals?
When are the winners announced?
Where are winners announced?
What do we get as winners?
Where can we find additional information about entering?
Still have questions?

2020 ACE Awards Book

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue, reduced costs, and company-wide culture change. Amadeus, Catalent Pharma Solutions, Cromwell, Empire Today, Erie Insurance and Pitney Bowes are just a few of this year’s winners who will empower you to uncover insights that fuel continual change.

Download

2021 ACE Awards

Learn more: Watch Video | 2021 ACE Awards Book