The Forsta ACE Awards.
Recognizing excellence in CX & EX

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. From web experience to app-based approaches, this is the place to share your digital successes. 

This category recognizes businesses that 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. It could also be using innovative analysis to give richer insights and really understand the needs of internal stakeholder groups. Or developing innovative communications – reports, dashboards, and alerts that truly act as a catalyst for change. 

If you’ve got the 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 frustrates 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 program is improving your business – and the bottom line. 

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. 

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 that are enabling their Account Management teams to gain a clearer view of all their accounts, so they can understand the health of their portfolios, and where risk lies. 

This category recognizes the companies that have developed a strategic approach to listening to customers and are using that voice to drive effective 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 organization.