Customer experience innovation is accelerating at an unprecedented pace, with increasing SaaS maturity, converging platforms, and – of course – generative AI.
Against this busy backdrop, our judges – which include Gartner, Forrester, and IDC alums – face the unenviable task of choosing CX Award winners from long lists of aspiring candidates.
After coming to terms with these promising propositions, they’ll dole out prizes across countless categories, from “Best Enterprise Contact Center Platform” to “Most Innovative Product”.
Yet, this year, it’s not only the tech providers that will walk away winners. Our judges will also preside over a whole host of people and transformation awards.
Of course, this task is no prance in the park. Yet, with decades of industry experience, this judging panel has the perfect blend of expertise to crown the most exceptional CX champions.
That’s critical. After all, these judges hold the fate of all our marvelous nominees in the palms of their trusty hands. To learn more about them, check out their bios below.
→ THERE’S STILL TIME TO APPLY FOR THE CX AWARDS 2024: Get your hands on the application form here.
Megan Burns, Founder & Principal of Experience Enterprises
Megan Burns is a customer experience strategist, author, and keynote speaker who helps companies build world-class customer experience programs that accelerate growth and drive strategic advantage.
A former Vice President at Forrester Research, Megan has advised hundreds of corporations over her 20+ year career, including Microsoft, Workday, Akamai, FedEx, Verizon, and AT&T.
As the architect of two of the industry’s most well-known frameworks – the Customer Experience Index and the Outside In Maturity Model – Megan is one of the world’s foremost experts on leading experience transformation at scale.
Her insights have even featured in dozens of publications like the Wall Street Journal, Inc. Magazine, AdAge, and CNBC.
Jim Davies, Co-Founder and Executive Partner at Actionary
As former Vice President of Research at Gartner, Jim has spent over two decades covering CRM, CX, and customer service.
There, Jim led Gartner’s workforce engagement management (WEM) and voice of the customer (VoC) research, aiding in the creation of the associated Magic Quadrants.
During his tenure at Gartner, Jim advised thousands of organizations of all sizes and industries around the world.
Subsequently, he became the Chief Experience Officer at a leading WEM vendor but has now returned to his roots as co-founder of Actionary.
Actionary is a new advisory services company where market-defining industry analysts – each with C-suite experience – have come together to support CEOs and their leadership teams with personalized and actionable advice.
Shelly Kramer, Managing Director & Lead Analyst at SiliconANGLE & theCUBE
Shelly Kramer is the Managing Director of theCUBE Research, the research and advisory services arm of SiliconANGLE and theCUBE.
There, she works alongside renowned tech analysts with the objective to expand and elevate the organization’s research and advisory services, empowering customers with the insights needed to excel in their markets.
A serial entrepreneur, Shelly founded her first company in her early 30s and later co-founded Futurum Research in 2016, achieving substantial revenue growth each subsequent year.
With a focus on technology, her expertise spans digital transformation, CX, Cloud, AI, ESG, 5G, SaaS, Automation, Robotics, Mobility, Cybersecurity, and Collaboration.
Dan Miller, Founder & Lead Analyst at Opus Research
Dan Miller founded Opus Research in 1986 and helped define conversational commerce through consulting engagements and reports focusing on business opportunities at the intersection of automated speech, natural language processing, conversational AI, analytics, and contact centers.
He was Director of the New Electronic Media Program at LINK/IDC from 1980-1983, where he helped define one of the first continuous advisory services in the information industry.
Moreover, Dan also held management positions at Atari, Warner Communications, and Pacific Telesis Group (now part of AT&T).
Lastly, he edited Telemedia News & Views – a highly-regarded monthly newsletter regarding voice processing and intelligent network services developments – and served as Editor-in-Chief of The Kelsey Report.
Juanita Coley, CEO & Founder of Solid Rock Consulting
With experience working for UnitedHealth Group, Walgreens, and Liberty Medical, Juanita Coley soon became an experienced contact center and workforce management (WFM) practitioner.
That WFM experience became increasingly tech-focused, and Juanita spent much time grappling with the extreme user gap between the available technology and the discipline.
From there, Solid Rock Consulting was born, a management consulting firm that implements new technology, optimizes the existing tech, and helps companies build better WFM strategies.
The overarching mission? To ANNIHILATE the user adoption gap between technology and users.
After several significant successes, Coley has become a worldwide contact center consultant, high-flying industry speaker, and prominent advocate for women in tech.
Liz Miller, VP & Principal Analyst at Constellation Research
Liz Miller specializes in the multifaceted realm of customer experience. With a focus on the essential pillars of CX—Sales, Service, and Marketing—she directs attention toward the evolving demands of today’s Chief Marketing Officer, the transformation of customer engagement, and the growing need for a security posture addressing threats to brand trust.
With 29 years of marketing experience, Miller provides strategic guidance on leadership, business transformation, and technology to execute contemporary CX strategies.
Formerly overseeing research and content for the Chief Marketing Officer Council, she collaborated globally to transform business models and competitive messaging in the evolving digital landscape.
A seasoned moderator, facilitator, and speaker, Liz engages C-suite executives in numerous webcasts, roundtables, and keynote presentations worldwide.
Martin Hill-Wilson, Owner of Brainfood Consulting
As one of the most recognizable names in the CX industry, Martin Hill Wilson boasts an impressive career as CEO of the UK’s first BPOs and CX consultancies.
However, in recent years, he has dedicated his hours to creating thought-provoking whitepapers, chairing industry events, and mentoring the next-best business leaders of tomorrow.
With such a wide range of experience, only the most ground-breaking innovations will encourage Hill Wilson to raise an eyebrow.
Nerys Corfield, Director of Injection Consulting
Before setting up her consultancy, Nerys spent almost 18 years in some of the UK’s most responsive outsourcers, managing contact center services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service, and Sky.
Since setting up Injection Consulting in 2015, Nerys has immersed herself in the contact center technology space.
This immersion into the world of contact center technology, coupled with extensive operational experience, has served as the backdrop to conducting regular contact center audits, delivering transformation programs, and judging prestigious CX Awards.
Oru Mohiuddin, Senior Research Manager, Enterprise Communications & Collaboration at IDC
Based in London, Oru is responsible for IDC’s coverage of UCaaS, Collaboration, and contact center coverage in the region.
Her work focuses on the transformation of business communication and collaboration in the evolving market, particularly under hybrid work.
She closely looks at how modern communications and collaboration technology can help businesses to become agile, resilient, and future-proof.
Mila D’Antonio, Principal Analyst at Omdia
Mila D’Antonio is a Principal Analyst on Omdia’s Customer Engagement team, focusing on enterprise applications that enable personalized and connected customer engagement.
Mila provides analysis of the key developments in customer engagement applications and emerging tech that improves customer interactions and enables personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, and customer journey orchestration.
Before joining Omdia, formerly Ovum, Mila worked as editor-in-chief at 1to1 Media.
Rebecca Wettemann, CEO & Principal Analyst at Valoir
Rebecca Wettemann is CEO and Principal Analyst of Valoir, a technology analyst firm focused on the value of technology.
Valoir provides research and advisory services to technology and business leaders focusing on CRM, CX, HCM, and EX.
With more than 25 years of technology industry experience in the private and public sectors, Wettemann has led the market in its understanding of the value of cloud computing, digital transformation, AI, and productivity in the digital workplace.
Michael Fauscette, CEO & Chief Analyst at Arion Research
Michael is an experienced high-tech leader, board chairman, software industry analyst, and podcast host. He is a thought leader and published author on emerging business software, AI, digital transformation, and customer experience strategy-building trends.
Currently, Michael is the Founder, CEO, and Chief Analyst at Arion Research, an advisor to G2, and Board Chairman at LocatorX.
As a senior market researcher and leader, Michael has deep experience in business software market research, starting new tech businesses, and go-to-market models in large and small tech companies.
Martin Schneider, Head of Research at Annuitas Research
Martin Schneider has had a unique career that has spanned analyst and marketing practitioner roles, focused on high technology and related industries.
The unifying factors have always been both a keen analysis of go-to-market/CX trends and his success as a marketing leader.
Schneider started his career as a journalist covering B2B technologies and quickly transitioned into a role as a leading analyst covering application software for The 451 Group in NYC.
Schneider then moved to the vendor side, where he led successful go-to-market teams for several startups and established tech providers, including SugarCRM, Basho Technologies, and Caspio.
Julie Tano-Lawson, Customer Experience Consultant at CABINET – CONSEIL CX
Leading a contact center is no easy task. However, it is a role that Julie Tano–Lawson thrived in for many years, creating strategic plans that improved CX results across ADT.
With such first-hand experience, she now spends her time mentoring business leaders, enabling them to enhance their CX maturity.
Yet, that is not all. As a founding member of the online community “Women in CX”, Tano Lawson shares her experiences and learns from many other illustrious industry professionals.
Patrick Watson, Head of Research at Cavell Group
As Head of Research at the Cavell Group, Patrick Watson’s main areas of attention within the cloud communications industry are the collaboration and customer experience sectors, including both CCaaS and CPaaS.
Patrick has been working in the business technology sector for over ten years, with a degree specializing in journalism and data analytics.
Over this time, Patrick has worked with the market’s leading brands to understand their propositions and gain insight into their strategies, providing a conduit for information on some of the market’s biggest news stories, emerging trends, and disruptive technologies.
Laura Campbell-Robson, Contact Center Transformation Leader
Laura Campbell-Robson’s career rose from her roots as a contact center agent on the frontline to a strategic force in management consulting, leading digital CX transformation projects, and – most recently – pioneering CX tech startups.
Within these startups, she strived to redefine enterprise engagement through technologies like GigCX and generative AI, making her a figure of authority in the customer experience landscape.
Laura has consistently set industry benchmarks and delivered measurable outcomes, resonating as a testament to her expansive expertise.
Entries Are Now Open. Go, Go, Go!
Eager to get your excellent CX innovations and/or teams in front of our illustrative judging panel? Then, good news… nominations are open for the 2024 CX Awards, so start sending in your entries!
For those looking for more top tips on how to put together an award-winning application, be sure to check out our blog: Seize the Victory: How Awards Ceremonies Shape Achievers.
If you’re feeling confident, what are you waiting for? Begin building you entry now!
But be quick, as entries close on the 24th of January 2024 – no ifs or buts. So, ensure your entries are with our esteemed judges before the confetti-throwing commences.
