Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.
CCA Excellence Awards 2027
Celebrating over 25 years of recognising excellence in customer operations, customer experience and service leadership
CCA Excellence Awards are among the UK's most respected and established awards programmes for customer service and experience.
For more than 25 years, the awards have recognised the organisations, teams and leaders setting the benchmark for excellence, innovation and performance across customer operations. Today, they remain a trusted mark of achievement for organisations committed to delivering exceptional outcomes for customers, colleagues and the wider business.
Open to organisations across the CCA network and wider industry, these awards recognise measurable impact, innovation, collaboration and excellence across three core areas:
Organisational Excellence
Team Excellence
Leadership & Individual Excellence
Whether you are transforming customer experience, improving operational performance, supporting vulnerable customers, developing future leaders or delivering outstanding service, the CCA Excellence Awards provide a trusted platform to showcase your achievements and benchmark your organisation against the very best in the industry.
Key Dates
Entries Open:
1 July 2026
Entry Deadline:
30 November 2026
Shortlist Announced:
January 2027
Gala Awards Dinner:
22 April 2027
Why enter?
Winning a CCA Excellence Award is a recognised mark of achievement across the customer operations and customer experience community.
These awards help organisations to:
• Celebrate outstanding teams, leaders and individuals
• Showcase measurable business and customer impact
• Benchmark excellence against leading organisations
• Recognise innovation, transformation and continuous improvement
• Strengthen employee engagement, pride and recognition
• Raise profile across the CCA network and wider industry
Judged by trusted industry practitioners
CCA Excellence Awards are judged by an independent panel of experienced leaders from across the CCA network.
CCA judges are senior practitioners from leading brands and organisations. They bring deep operational experience, sector knowledge and an evidence-based approach to judging.
Importantly, the panel is made up of practitioners, not sponsors or partners. This ensures the awards remain credible, independent and trusted by the industry.
There are 25 award categories
Find out more below
The Director of the Year Award is intended for senior leaders with strategic responsibility for customer operations, customer experience, service delivery, contact centres or related business functions.
The Operational Leader of the Year Award recognises an individual who has demonstrated exceptional leadership in delivering operational excellence, developing high-performing teams, and achieving measurable outcomes for customers, colleagues and the wider business.
The Rising Star Award recognises an individual who is at an early stage of their career in customer operations, customer experience or customer service and has already demonstrated exceptional potential, initiative and impact.
The Team Leader of the Year Award recognises an outstanding frontline leader who has demonstrated exceptional commitment to developing people, driving performance and creating a positive team culture.
The Back Office Team of the Year award recognises outstanding behind-the-scenes teams who play a vital role in delivering seamless customer experiences and operational excellence.
The Complaints Team of the Year Award recognises the team that has demonstrated exceptional skill, empathy, and professionalism in managing and resolving customer complaints.
The Customer Experience & Engagement Team of the Year Award recognises a team that has demonstrated excellence in designing, delivering and enhancing customer experiences that strengthen engagement, loyalty and long-term customer value.
The Customer Service Team of the Year Award recognises a high-performing team that has demonstrated exceptional commitment to delivering outstanding outcomes for customers, colleagues and the wider business.
The Employee Experience & Support Team of the Year Award recognises a team that has demonstrated excellence in creating a positive, inclusive and high-performing employee experience.
The Fraud Prevention Team of the Year Award recognises a team that has demonstrated excellence in protecting customers, colleagues and organisations from fraud and financial harm.
The Learning & Capability Team of the Year Award recognises a team that has demonstrated excellence in developing the skills, knowledge and capabilities needed to drive organisational performance and customer outcomes.
The Multi-Channel & Digital Experience Team of the Year Award recognises a team that has demonstrated excellence in delivering seamless, connected and customer-centric experiences across multiple channels and touchpoints.
The Quality & Standards Team of the Year Award recognises a team that has demonstrated excellence in driving quality, consistency, compliance and continuous improvement across customer operations.
The Best BPO Partnership Award celebrates excellence in collaboration and outsourced service delivery.
The Best Technology Partnership Award celebrates the most impactful and innovative technology partnership that has significantly enhanced customer, colleague and operational outcomes through the effective application of technology.
The Best Use of AI & Automation Award recognises organisations that have successfully harnessed artificial intelligence, automation and emerging technologies to deliver measurable improvements for customers, colleagues and the wider business.
The Customer Experience Brand of the Year Award recognises organisations that have successfully embedded customer experience at the heart of their brand, culture and operations.
The Excellence in Continuous Improvement Award recognises organisations that have embedded a culture of continuous improvement and demonstrated measurable success in enhancing customer, colleague and business outcomes.
The Excellence in Insights & Analytics Award recognises organisations that have successfully used customer, operational and business insight to drive better decision-making, improve performance and deliver measurable outcomes.
The Excellence in Responsible & Sustainable Business Award recognises organisations that have demonstrated a strategic commitment to operating responsibly, ethically and sustainably while delivering positive outcomes for customers, colleagues, communities and the wider business.
The Excellence in Workforce Learning & Capability Award recognises organisations that have demonstrated a strategic and measurable commitment to developing the skills, knowledge and capabilities needed to drive organisational performance and customer outcomes.
The Inclusive Culture & Workforce Strategy Award recognises organisations that have demonstrated a strategic and measurable commitment to creating an inclusive, equitable and high-performing workplace culture.
The Innovation in Customer Service Award recognises organisations that have introduced innovative approaches, solutions or initiatives that have significantly improved customer experience, operational performance or business outcomes.
The Most Effective Customer Vulnerability & Inclusion Strategy Award recognises organisations that have demonstrated an outstanding commitment to supporting customers who may be vulnerable, underserved or face barriers to accessing products, services or support.
The Transformation Programme of the Year Award recognises organisations that have successfully delivered a significant transformation programme resulting in measurable improvements for customers, colleagues and the wider business.
What judges are looking for
Judges will be looking for entries that are evidence-based, clearly structured and focused on measurable outcomes.
Strong submissions should demonstrate:
- A clear challenge, opportunity or strategic objective
- A structured approach to delivery
- Measurable impact for customers, colleagues and the business
- Innovation, learning or continuous improvement
- Evidence of sustained value and future readiness
Submissions based on facts, results and evidence will score more highly than those based mainly on anecdotal comment.
Could you be a CCA Excellence Awards Judge?
CCA is seeking experienced customer experience professionals to join the Excellence Awards judging panel. This unique opportunity allows members to recognise industry excellence, discover innovative best practice, expand their professional network, and contribute to one of CCA's most respected programmes.The Gala Dinner
The CCA Excellence Awards Gala Dinner will take place on 22 April 2027.
Following a record year in 2026, the 2027 ceremony will bring together hundreds of leaders, teams, finalists, judges and guests from across the customer operations and customer experience community.
The evening is a celebration of achievement, connection and recognition and a chance to recogniser the people and organisations setting the benchmark for the industry.
Ready to enter?
Entries open on 1 July 2026 and close on 30 November 2026.
Start preparing your submission now and give your organisation, team or leaders the recognition they deserve.
Register your interest
If you are considering entering the awards, please register your interest by completing the form.
Please select one or more of the categories you are interested in.
On receipt of your details, we will send you an email containing links to the awards entry portal to start your submission process.
For more information
contact the team
Frequently Asked Questions
A total of 3 entries for a fee of £895 plus VAT. From 7 September 2026 this rate increases to £995 plus VAT.
Additional entries will be charged at £250 plus VAT per entry before 7 September, increasing to £295 plus VAT from 7 September onwards,
CCA Platinum Members receive one free entry, thereafter the fee is as noted above.
All applicants will receive:
* A detailed feedback report for each entry submitted with comments from judges and suggestions for improvement/elaboration.
* Shortlisted entries will receive an additional, detailed feedback report following their presentation to judges with suggestions for improvement.
* * If short-listed, you will be invited to take part in a discussion with CCA Judges to discuss your submission.
* An entry certificate and short-listed certificate (if applicable) and materials to promote involvement in the programme will be available.
* For winners, a CCA Excellence Award trophy, press opportunities and additional profile to celebrate winning.
All entries must be paid for. Once all applications have been received an invoice will be issued. Payment must be received no later than 8 January 2027 for your submission(s) to be considered. Payments can be made via credit card, cheque or BACS transfer. You can contact our Finance Team for more information.
Midnight on Friday 30 November 2026
Yes, as long as all amendments are made prior to the published entry deadline. To amend your entry, simply upload your amended document onto the online submission website and send an email to the Awards Manager to advise of this amendment, indicating what entry should be discounted from judging i.e. category and date submitted.
The judging panel is made up of an independent group of professionals from all sectors. All judges must have at least three years' experience in customer service and demonstrate a sound knowledge of operational processes with multichannel experience.
Each individual submission is scored independently by three members of our judging panel. These scores are combined to provide a total score. The shortlist will include companies/individuals that reach the minimum benchmarking score for the category entered. Feedback on written submissions is provided to entrants at the time of being notified whether or not they have been successful in reaching the shortlist.
Shortlisted entrants will then be invited to take part in a discussion with CCA Judges which provides a final score. This final score is added to the scores allocated at the written submission stage.
No. To make the process as fair as possible we require all submissions to be entered by the agreed submission date.
The online entry system will calculate your overall word count, automatically applying a discretionary 10% allowance. If you exceed this total word count allowance a message will appear on screen highlighting this to you. You should adjust your entry accordingly or risk your score being penalised by judges.
Prepare your entry in a word doc first of all. Award entries should then be submitted using the online entry form.
Entrants are able to upload images, tables, and graphs to support their entries. These should be a maximum of 10mb per file and is limited to a maximum of 5 files per submission. This should not be used for customer/colleague testimonials or additional supporting documents, which will be included in the overall submission word count.
Where possible, include all text in the online entry form. Video/media files cannot be submitted. Acceptable appendices include photos, links to videos, data tables, graphs. Unacceptable appendices include quotes/accolades, additional text.
The shortlist will be announced on the 29th of January 2027
All shortlisted entrants will be required to participate in a verification call with a member of the Excellence Awards Committee. This provides Committee Members with the opportunity to question entrants further on their submission and offers entrants the opportunity to provide additional information in sections that may have scored lower as identified by judges in the written submission stage.
CCA or your appointed Judging Panel Member will be in touch to arrange a suitable time and date for this call.
It is preferable that a maximum of 2 participants per shortlisted entry contributes to the presentation. Where two organisations have submitted a joint application, there may be a representative from each organisation. For individual categories, nominees may have their nominator/line manager present to support them during presentation. However, this must be carried out by the nominee and the Judging Panel Member will decide if input from the nominator will be contributed to the final score.
No further input is required from entrants after this stage. Committee Members will allocate a final score, based on the presentation, which will be added to the 3 scores already allocated by judging panel members at the written submission stage. Winners will be those with the highest score in each category. Winners will then be announced at the Awards Ceremony.
Winners will be announced at the CCA Excellence Awards Gala Dinner in Glasgow on the 22 April 2027
Shortlisted entrants who are unable to attend the Awards Ceremony can nominate a representative to accept the award on their behalf. Alternatively, the winner will be announced, and the Award will be forwarded separately following the event.
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