Customer Outcomes Initiative of the Year

This award recognises an outstanding project, programme or initiative that has improved outcomes for customers, clients or end users through effective compliance, governance, risk management or financial crime prevention. 

The winning entry will demonstrate how compliance has enabled better customer experiences, increased trust, reduced friction or improved business outcomes while maintaining appropriate controls and regulatory standards. Judges will look for evidence of innovation, collaboration, effective delivery and measurable impact.

Eligibility

  • Open to in-house teams or departments that have delivered a customer-focused compliance, governance, risk or financial crime initiative.  
  • Joint entries demonstrating collaboration across business functions are encouraged.  
  • Entries must reflect activity and impact delivered within the last 12-18 months.  
  • The organisation or project team must be based in or operating within Europe. 
  • Advisory firms, technology providers, outsourced service providers are not eligible.

Criteria

  • Your submission needs to respond to the 3 criteria sections: Spirit, Approach and Outcome.
  • You will be awarded a maximum of 10 points per section (30 points in total).
  • Questions are suggested in each criteria section. These are prompts to help you think about the evidence that will help judges to best assess your entry. You do not need to address all questions, please use them as a guide.
  • The 4th criteria section Validation is optional and is your opportunity to provide supporting documents to further demonstrate to judges why your submission should win. You can submit up to 3 supporting documents.  

 

Spirit: Introduce the initiative and the context in which it was delivered  

Please include details such as: 

  • The customer, business or compliance challenge being addressed 
  • The business, regulatory or operational context 
  • The objectives and intended outcomes of the initiative 
  • Key risks, constraints or competing priorities 
  • Why improving customer outcomes was strategically important to the organisation  

 

Approach: Describe how the initiative was designed and delivered

Please address some or all of the following:

  • How the initiative improved customer outcomes, trust, accessibility or experience 
  • How compliance, governance, risk or financial crime considerations were embedded into the design 
  • Collaboration across teams, functions or stakeholders 
  • How customer feedback or insights informed the initiative 
  • Any innovation, technology, automation or process improvements introduced 
  • How challenges were managed during implementation 
  • How the initiative balanced customer outcomes with regulatory obligations and risk management requirements

 

Outcome: Show the value and impact delivered by the initiative

Please include evidence such as:

  • Improvements in customer outcomes, trust, experience, accessibility or engagement 
  • Evidence that the initiative met or exceeded its objectives 
  • Quantitative or qualitative measures of success 
  • Benefits delivered to customers, the organisation or other stakeholders 
  • Improvements in compliance, governance, risk management or financial crime outcomes 
  • Evidence that outcomes have been sustained and embedded 
  • Plans to scale, develop or expand the initiative where relevant 
  • Both quantitative and qualitative evidence are welcome.

 

Validation (Optional): Support your entry with any further information to show the judges why this initiative should win

Examples include:

  • Testimonials (100 words maximum each) from customers, business leaders or key stakeholders 
  • Customer feedback, survey results or engagement data 
  • Performance metrics demonstrating measurable improvement 
  • Internal reviews, audit findings or assurance outcomes 
  • External recognition, benchmarking or independent validation 
  • You may submit up to three supporting documents for this section.