Scalable Customer Experience

Purpose of Category

The purpose of the Scalable Customer Experience category is to recognize and reward projects that develop applicable and sustainable solutions by focusing on customer experience. These projects aim to increase customer satisfaction and loyalty in global and local markets with an agile approach, in alignment with the strategic goals of companies, contributing to the long-term success of the companies.

Definition of Category

The Scalable Customer Experience category rewards innovative and sustainable projects developed by companies to improve the experiences they offer to their customers in global and/or local markets. Scalable customer experience is the ability of a company to provide consistent and high-quality service to an increasing customer base. This category encourages agile and scalable practices that can offer quick and effective solutions to customer expectations. Projects should have a broad impact by providing solutions suitable for local and/or global markets while aligning with global standards.

Evaluation Criteria of Category

• The project's objective must be clearly defined, focusing on stated customer expectations or needs.
• The scope and impact of the project should be explained. This includes market conditions, competitor analyses, target customer base, and a situational analysis based on the expectations of this customer base.
• The presence of a customer experience strategy and how this strategy is adapted to different markets and segments.
• The ability to quickly respond to new market conditions and customer demands with an agile approach.
• Adaptations and innovations made to meet different customer needs.
• Collaboration and coordination mechanisms between global and/or local teams.
• Demonstration of the project's potential for expansion.
• The project must provide measurable benefits in the areas of «Customer Satisfaction and Multiplicative Impact».
• Processes ensuring the continuity and inclusiveness of implementation, use of Current Technology, Innovations and improvements made for Continuous Improvement and ensuring the project's «Continuity and Sustainability».