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CMSWire Impact Awards

Award Categories

Not all categories are offered in all years.

For Practitioners

Customer Experience
Leader of the Year

Recognizes executives who excel in leading to improve customer experience through partnering across the organization and leveraging digital technologies.

Customer Journey
Innovation

Recognizes the digital customer experience department or team that has implemented the most novel and/or impactful customer journey optimization over the past year.

Customer Service
Excellence

Recognizes departments or teams that have implemented an initiative in the past year to improve their operations, sales or contact center departments.

Innovative Use of CX Technology

Recognizes departments or teams that have deployed an emerging technology and related process in the past year to transform the customer experience.

For Vendors

Best Customer Experience Transformation

Recognizes the vendor that has helped one of their customers achieve the most complex transformation of the customer experience.

Best Use of AI in Customer Experience

Recognizes the vendor that has helped one of their customers use artificial intelligence to improve the customer experience.

Best Omnichannel Personalization

Recognizes the vendor that has helped one of their customers improve the customer experience through omnichannel personalization.

Best Contact Center
Innovation

Recognizes the vendor that has done the most to bring innovation to their customer’s contact center.

2025 Winners

Practitioner Awards

Customer Experience Leader of the Year

Mandi Fang, SVP, Client Operations

Customer Journey
Innovation (Gold)

Port Authority of New York and New Jersey, World Trade Center – Customer Experience Team

Customer Journey
Innovation (Silver)

CV3 Financial Services, Marketing and Customer Experience Team

Vendor Awards

Best Customer Experience Transformation (Gold)

CSG

Best Customer Experience Transformation (Silver)

Sitecore

Best Use of AI in Customer Experience (Gold)

VOZIQ AI

Best Use of AI in Customer Experience (Silver)

NICE

Best Contact Center
Innovation (Gold)

NICE

Best Contact Center
Innovation (Silver)

Twilio

2021 Winners | 2022 Winners | 2024 Winners

About the CMSWire Impact Awards

The IMPACT Awards celebrate exceptional work in the field of digital customer experience. Honors are given to practitioners and vendors responsible for creating a notable impact either within their organization (practitioners) or for their customers (vendors).

If you want to showcase your company’s internal practices you should apply for the practitioner awards.

If you want to showcase the work you’ve done for a customer/client you should apply for the vendor awards.

Frequently Asked Questions

What are the IMPACT Awards?

The IMPACT Awards is a prestigious recognition program, celebrating exceptional work in the field of customer experience. Honors are bestowed on both exceptional practitioners (individuals, departments and teams) and vendors (companies and their customers).

How do I apply for the IMPACT Awards?

Visit awards.simplermedia.com/cx to apply.

What’s new this year?

We have removed the fee to apply for the Customer Experience Leader of the Year award.

Who is eligible to apply?
  • Nominees for the practitioner awards should be CX leaders, departments and teams who have deployed superior CX initiatives or technology over the past year.
  • Individuals and teams may self-nominate for any award. 
  • Nominees for the vendor awards should be vendors who have solved a particularly impressive challenge for one of their clients in the last year.
What is the difference between the practitioner and the vendor awards?
  • If you want to showcase your company’s internal practices you should apply for the practitioner awards.
  • Companies whose business model includes CX programs, platforms or solutions may not apply for the practitioner awards.
  • If you want to showcase the work you’ve done for a customer/client you should apply for the vendor awards.
  • Vendors must apply on behalf of a customer. Your customer’s name may remain anonymous, although we encourage you to identify them in your application.
What are the awards categories?
  • Practitioner categories
    • Customer Experience Leader of the Year
      • Recognizes executives who excel in leading to improve customer experience through partnering across the organization and leveraging digital technologies.
    • Customer Journey Innovation
      • Recognizes the digital customer experience department or team that has implemented the most novel and/or impactful customer journey optimization over the past year.
    • Customer Service Excellence
      • Recognizes departments or teams that have implemented an initiative in the past year to improve their operations, sales or contact center departments.
    • Innovative Use of CX Technology
      • Recognizes departments or teams that have deployed an emerging technology and related process in the past year to transform the customer experience.
  • Vendor categories
    • Best Customer Experience Transformation
      • Recognizes the vendor that has helped one of their customers achieve the most complex transformation of the customer experience. 
    • Best Use of AI in Customer Experience
      • Recognizes the vendor that has helped one of their customers use artificial intelligence to improve the customer experience.
    • Best Omnichannel Personalization
      • Recognizes the vendor that has helped one of their customers improve the customer experience through omnichannel personalization.
    • Best Contact Center Innovation
      • Recognizes the vendor that has done the most to bring innovation to their customer’s contact center.
Is there a cost to apply? How do I pay?
  • For the Customer Experience Leader of the Year award, there is a $49 fee per application.
  • For all other practitioner awards, there is a $195 fee per application.
  • For vendor awards, there is a $995 fee per application.
  • All application fees are payable by credit card prior to application submission. Applications are not considered final until fees are paid in full.
  • Occasionally we offer discounts on the application fees or organizations wishing to enter multiple categories. Contact us for more information.
How long does it take to complete the application?

Applications should take 1-2 hours to complete.

Is there a word limit? Can I include charts, photos or other attachments in my application?
  • All application questions have minimum and maximum word counts. These vary and are listed on each question. 
  • Charts, photos and other attachments are not allowed.
Who are the judges?

Judges are volunteer practitioners, specialists, consultants and CX experts, recruited for their field expertise.

What is the judging process and criteria?
  • Judges apply through the awards portal and are vetted by CMSWire prior to reviewing applications.
  • Judges receive detailed instructions and a scoring rubric to assist in the review process.
  • Judges agree to keep all material confidential. Certain application fields with proprietary information are not shared with judges.
  • All applications are reviewed by multiple judges to minimize bias. Judges are not assigned applications from participants in their own industry and judges can recuse themselves from any application to avoid direct or indirect conflicts of interest.
How are the winners determined?
  • Judge scores are aggregated to determine the final winners of each category.
  • Judges only score Part 3 of each application. Demographics information is not scored and not given to judges.
How are the finalists notified? When are the winners announced?
  • Finalists will be notified through email once the judging period is over. 
  • Some finalists may be contacted by phone.
  • Winners are announced in a press release once all winners have been personally notified of their status.
How are winners recognized?
  • Winners are recognized in the following ways:
    • Press release on CMSWire, promoted through PR channels.
    • As part of a longer awards article on CMSWire.
    • Mention on awards website.
    • Opportunity to participate in CMSWire TV.
What do winners receive?
  • Winners receive a physical trophy as well as a digital badge for social media promotion.
  • All awards participants receive a scorecard, with their score and judge comments.
Who were last year’s winners?
How will my application data be used?

By signing up for the IMPACT Awards, you agree to receive emails related to the awards program, including (but not limited to) reminder emails, open/close dates and finalist status. All finalists and winners will be contacted through email and may be contacted via phone for additional information. Winners’ contact information may be shared with our Awards team for the purpose of coordinating your participation in our events. Winners’ addresses will be shared with our awards vendors for the purposes of awards delivery and digital badge distribution. Finalists’ and winners’ application data may be shared with our Editorial team for background information only.

Who do I contact if I have any questions?

Please send all questions to [email protected].

2025 Judges

Judges are volunteer practitioners, specialists, consultants and CX experts, recruited for their field expertise.

General Manager and CIO, Siobahn Visconti, LP / SaaS

Co-founder and CEO, LuminaData

Composable Architect and Founding Partner, Konabos

Industry Analyst, Deep Analysis

Ed.D., SPHR, CAE, CEO, HRCI

VP Global Customer Experience, Cision

Division Manager, Utility Customer Service, City of Clearwater

Director of Human Resources, Reconciled

Digital Services Expert, federal government

Lead Consultant/Founder, RXperience Solutions

Senior Customer Success Manager, ITA Group

Regional CX Manager, Waste Connections

Director of Online Community and Web Services, ADEA

Director of Online Community and Web Services, ADEA

Director of Online Community and Web Services, ADEA

Workplace Experience Manager, Animoca Brands

CEO/Creative Director, Standard Beagle

Director of Customer Experience & Performance Support, QVC Group

Principal, DG Associates

Lead Software Engineer, Capital One Financial Services

Founder and Chief Content Officer, Erika Heald Marketing Consulting

Customer Experience Manager, SylvanSport

Owner, Francis J Consulting

Principal, The Agile Brand

Leader in Customer Success, Feedzai

President, Chief Experience Officer, Customer Experience Strategies

Director, Product Marketing, Smart Compliance Solutions, ADP

Senior Director, UX & Engagement, Quinnipiac University

Chief Experience Officer, CustomersFurst

Professor, University of Texas at El Paso

Director Customer Experience, 7-Eleven

CEO, The Success League

CMO, RL&F

Brand & Comms Senior Strat Mgr, Accenture Song

Sr. Manager of UX Research, Circle Internet Services

Senior Director, Quantum Health

President, Scarangella Consulting

Director Compliance, Communications & Business Development, Creators of Cosmos SMPC

Chief Experience Officer, Brand Builders Group

Human Resources Manager, WonderWorks

Director, Media, Bain and Company

Senior Director Buyer Services, IAA

UX Manager, CDK Global

Founder & CEO, Annum

Sr. Director, Public Relations, IntelePeer

VP Sales and Partnerships, Axelerant

Technical Program Manager, Amazon

Associate Professor, Toronto Metropolitan University

Vice President, Relanto

Founder and Strategist, Warbi

Director of Digital Engagement, W.K. Kellogg Foundation

Head of CX Customer Success, SAP Asia

CMO, Brightly

Senior Director, Consumer Experience, Novo Nordisk

Senior Lead Software Engineer and Senior Solution Architect, Capital One

Senior Director of Customer Experience, NRG Energy

SVP Customer service and Experience Design, Dow Jones

Specialist, UCSF

Director, Product Management, TurtleTree

2021 Judges | 2022 Judges | 2024 Judges