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June 3 - 4, 2019|San Diego, US

Who has made the shortlist?

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You already know if you're a winner. Your customers are telling you.

But now it’s time for it to be celebrated amongst your peers. To recognize innovation, exemplary performance, and leadership in the customer service space, the Incite Group are hosting the Customer Service Awards 2019.

This prestigious ceremony unites the leading minds at the forefront of customer service and aims to shine a spotlight on the achievements of those who are truly exceeding customer expectations.

With three categories designed to celebrate the achievements of those businesses and leaders, solution providers and individuals, the awards look to attract applications from customer service teams across industry.


Powered by: Bold360


Key dates:

18FebruaryApplications Open

29MarchApplications Close

4AprilFinalists Announced

24MayPeople’s Vote Ends

Attending the Awards Ceremony?

Register for the Customer Service Summit West to attend the awards ceremony!

Our Expert Judging Panel

The Judges Awards category will be evaluated by the Incite Customer Service Advisory Board based on how nominees have challenged the norms of the industry and pushed conventional boundaries.

The judges will be referring to the Awards Guideline questions and using their years of experience in the customer service space to chose each winner.

Lance Gruner
Executive Vice President, Global Customer Care

Lance Gruner, Mastercard

Michael Lawder
Senior Vice President Customer Care

Michael Lawder, Samsung

Stan Friedlander
Former Director/GM

Stan Friedlander, Amazon

Samuel Lee
SVP, Head of Growth

Samuel Lee, WeWork

Kriti Kapoor
Worldwide Social Customer Care Leader

Kriti Kapoor, Microsoft

Jeremy Burek
Customer and Partner Care Operations Director

Jeremy Burek, Starbucks

The People's Choice Awards

Running along side our Judges Awards, the People's Choice Awards give the Incite Community an opportunity to vote for their winner. This is your opportunity to the recognize the success of your colleague, peer, boss, solution-provider or company.


The Winners

The six winners will be announced onsite at The Customer Service Summit West 2019 (June 3-4, San Diego), welcoming over 250 senior customer service leaders from global brands.

Each winner will receive a trophy at the awards ceremony during the networking reception on June 3rd, along with an opportunity to deliver a 5-minute speech about their solution, brand or project.

Additionally, People's Choice award recipients will be entitled to a complimentary pass to the Customer Service Summit NYC on October 23-24.

Email Jas to find out more about the Customer Service Summit NYC

Attending the Awards Ceremony?

Register for the Customer Service Summit West to attend the awards ceremony!

2019 Awards Categories:

Solution Provider of the Year

This award acknowledges the most innovative and experience-changing service or solution revolutionizing the customer service/experience/support space

Customer Success Brand of the Year

This award acknowledges the brand delivering the most flawless customer experience support, from onboarding to success

Customer Service Leader of the Year

This award acknowledges an individual who has led an exceptional project, team or transformation (can be any seniority from any type of organization; brand, start up or vendor)

Check out the Awards Application Guidelines!


The Incite Customer Service Awards are powered by Bold360

Bold360 by LogMeIn is pleased to sponsor Incite’s Customer Service Awards celebrating the brands and solutions that exceed customer expectations. Bold360 is the ultimate customer engagement solution delivering personalized interactions and the fastest time-to-value. Leveraging the power of AI, Bold360 helps personalize and enhance every engagement no matter where it takes place, allowing companies to deliver richer and more consistent customer experiences seamlessly across both AI and agent-based interactions. Bold360 delivers groundbreaking intelligence with out-of-the-box simplicity, allowing agents do what they do best – be human.

The Ceremony

All winners will be announced at Customer Service Summit West on June 3rd, 2019, at the Hilton San Diego Resort & Spa.

Rules of Entry

Entry process:

  • Each entrant must complete the appropriate application form for the categories selected here
  • All applications are free of charge
  • Once the applications close on March 15th, 2019, the entries will be sent to the judges for evaluation against the criteria listed on the application form and applications will be counted to decide the ‘People’s Choice’ winners
  • The judges will select a list of finalists for each category based on the relevant criteria that will be announced on March 20th

Rules of Entry:

  • Entries will be judged on the information provided in the application forms
  • You can enter an application for a company other than your own, but please ensure you have approval from the client or partner you are representing
  • Each entry must meet the criteria listed on the application form. Any entry that doesn't not meet those will be automatically disqualified
  • Details of the judging will not be disclosed
  • Entries will be treated as strictly confidential. Only names of the winners and finalists in each category will be published
  • The decision of the judges is final. No correspondence or debate will be entered into


For more information contact:

Jasmine Kees

Jasmine Kees

Global Project Director
Incite Group

UK: +44 (0) 207 375 7532


Email me if you have any questions