ABOUT

The Digital CX Awards, organised by The Digital Banker, exist to honour and celebrate the world’s preeminent and ground-breaking financial service institutions and their distinguished leadership contribution to digitally based customer experiences and journeys.

The Digital Banker Awards are accolades of excellence and distinction, attributed to outstanding players; and provides unbiased and objective benchmarks for the global industry. Digital CX Awards 2025 is the world’s only assessment program dedicated to recognising excellence in Digital Customer Experience (CX) across the financial services landscape.

These awards celebrate the world’s most cutting-edge financial service providers that are pioneering unrivalled standards and capabilities and transforming the industry by setting new milestones in digital transformation to deliver a superior and consistent customer experience across all lines of business.

If you identify your organisation and/or professionals as industry leaders that are pushing boundaries and championing best in class innovation across Digital CX – we welcome you to send in your nominations. The submission deadline for all entries is 18:00 GMT, 10th January 2025.

WHY NOMINATE?

The digital customer experience across the financial services industry is evolving rapidly, driven by changing consumer expectations and technological advancements. Financial institutions will need to adapt to this paradigm shift seeking to introduce hyper-personalization, seamless omnichannel engagement and robust security for an enhanced digital journey.

Importantly, digital customer experience teams can benefit from utilizing advanced technologies such as data & analytics, identity verification and cloud-computing technologies to ensure digital interactions that are tailored and secure. Naturally, given the continued penetration of digital devices worldwide, banks are necessitated to build engagements that are effective, organic and relatable with customers.

Banks now have access to immeasurable data-points that can be utilized for orchestrating frictionless digital interactions, targeted communications and personalized offers. Likewise, deploying a human centred design will enable financial institutions to elevate customer satisfaction and deepen client loyalty thereby advancing business growth.

Now, more than ever, it is imperative that financial service firms deliver exceptional customer experiences through innovative digital-first business models and services.

WHO CAN APPLY?

The Digital CX Awards program is open to the financial services landscape across numerous lines of business. We invite nominations from retail banks, SME banks, wealth managers, private banks, wholesale banks, insurance organisations and FinTech companies.

JUDGING METHODOLOGY

Shortlisted nominees are selected on the qualitative and quantitative depth of their nominations.

The Digital Banker research team will shortlist four institutions or individuals per category, which will then be put to our impartial panel of expert judges who will undertake a rigorous audit type process to carefully select the winners.

We use a proprietary, numerical & qualitative scoring methodology which is applied to all submissions and augmented by assessment in: Innovation, Engagement, Personalisation and User Experience keeping the focus on the broader digital ecosystem the institution has built to date.

We uphold the highest adherence to confidentiality and personal data. As such, all responses will be treated as strictly confidential. No data shall be shared beyond the assessment of The Digital Banker’s judging panel, unless permission has been granted.

SUBMISSION GUIDELINES

Only projects that have been completed in 2024 will be accepted. Initiation of the project can be earlier – The Digital Banker does not require a specific commencement date. If a project was completed prior to 2024, the project will be accepted only if any updates have been made to it.

We do not place a limit on the number of submissions per institution. Please be aware that multiple submissions by a single organisation for a single category will compete with each other.

A separate submission is required for each category. Please submit all the entries on the platform by choosing the correct category and award title.

For further information, please contact The Digital Banker Awards Team at: enq@digitalbankeronline.com.

REMINDERS

Entries received after the closing date will not be accepted any under circumstances.

We may request a further interview with the executive managing the program or initiative that is being nominated. The objective of the interview is merely to gain deeper insights, (if needed) for the purposes of judging.

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