Digital buyer journeys
What digital buyer journeys means for buyers and exhibitors in this sector.
Event overview
Overview
The CX World Awards 2026-2027 is a premier event dedicated to recognizing exceptional achievements in customer experience. Scheduled for April 23, 2027, in Moscow, this awards ceremony brings together industry leaders and professionals to celebrate innovation and excellence.
Participants will have the opportunity to network and learn from the best practices in the field. CX World Awards 2026-2027 takes place in Moscow, Russia.
TL;DR
- 1Dates and Venue: The CX World Awards 2026-2027 will take place on April 23, 2027, in Moscow.
- 2Scale and Focus: This prestigious awards ceremony recognizes outstanding achievements in customer experience across various sectors.
- 3Organiser: The event is organized by CX Forum, with more details available at cx-awards.com.
- 4Buyer Authority: Attendees include industry leaders, customer experience professionals, and decision-makers from various sectors.
- 5Entry: Participation requires registration; details can be found on the official website.
Why visit
Attendees will gain insights into the latest trends in customer experience, network with industry leaders, and celebrate the achievements of finalists and winners. Attendees include industry leaders, customer experience professionals, and decision-makers from various sectors.
Why exhibit
Exhibitors at this Moscow customer experience event reach a concentrated audience of CX, service and marketing decision-makers in one day, rather than spreading meetings across scattered client visits. Attendees include industry leaders, customer experience professionals, and decision-makers from various sectors.
Attendees, exhibitors & solutions
Who this event is for
Visitor profile
Typical attendee groups you can expect to meet.
Customer experience directors and heads of service responsible for journey design and measurement.
Contact-centre and customer-support operations managers evaluating platforms and training.
Marketing and brand leaders commissioning feedback, survey and voice-of-customer programmes.
Insight and research analysts building customer journey maps and NPS reporting.
Digital transformation and IT leads selecting CX technology stacks.
Consultants and agency strategists advising Russian enterprises on service improvement.
Academics and award judges tracking customer experience practice in Russia.
Exhibitor profile
Main supplier and exhibitor segments present at the show.
CX platform and customer feedback software vendors.
Contact-centre technology and omnichannel support providers.
Customer research and voice-of-customer analytics firms.
Service-design and customer journey consultancies.
Customer service training and mystery-shopping agencies.
Loyalty, CRM and personalisation solution providers.
Product categories
Key solution areas showcased across the event.
Customer experience management and journey orchestration platforms.
Voice-of-customer, survey and NPS measurement tools.
Contact-centre and omnichannel support technology.
Customer analytics, segmentation and personalisation software.
Service-design and customer journey mapping consultancy.
Customer service training, coaching and quality assessment programmes.
Loyalty and retention programme platforms.
Mystery shopping and customer experience audit services.
Location & Facilities
Venue
Halls & areas
1Moscow Venue Options Referenced in Captures
Moscow Marriott Imperial Plaza
Moscow, Krasnoprudnaya, 12
Facilities
Parking
Moscow in Moscow typically provides on-site or adjacent visitor parking during major trade fairs; confirm daily rates, payment methods and hall access on the organiser or venue website before travel.
Food options
On-site catering
On-site diningParking: Moscow in Moscow typically provides on-site or adjacent visitor parking during major trade fairs; confirm daily rates, payment methods and hall access on the organiser or venue website before travel.
Gate: Follow organiser signage to the main visitor entrance at Moscow for badge collection; allow extra time for security screening during peak morning arrival.
Attend
Entry & tickets
General admission
Registration fee for each nomination/nominee.
RUB 34,900.00General admission
Fee for finalists participating in the essay defense and awards ceremony.
RUB 44,900.00
Intelligence
Market context
Key market insights, trends, news and related events to help you understand the bigger picture.
Moscow, Russia
Why it matters
On 2027-04-23 to 2027-04-23, CX World Awards 2026-2027 in Moscow covering Customer experience management solutions., Feedback and survey tools for customer insights., Training programs for custo gives technology buyers a single calendar window to compare suppliers, validate specs on the stand, and book follow-ups before the next buying cycle - especially when your roadmap matches the published exhibitor profile.
Industry trends
Key trends shaping this market and its wider industry.
Sustainability in procurement
What sustainability in procurement means for buyers and exhibitors in this sector.
Automation and labour efficiency
What automation and labour efficiency means for buyers and exhibitors in this sector.
Regional supply-chain resilience
What regional supply-chain resilience means for buyers and exhibitors in this sector.
Hybrid engagement models
What hybrid engagement models means for buyers and exhibitors in this sector.
Plan your trip
Travel & logistics
Local currency · RUB
Arrival airports
Choose from the following airports, with convenient access to the event and venue.
Sheremetyevo International Airport
The main long-haul gateway for Moscow and the airport used in the captured New York JFK flight samples. Aeroexpress trains connect to Belorussky station in roughly 35-45 minutes, which is usually faster than road transfer on a Friday afternoon
TBA
to venue
Approx. 40-70 minutes by road to central Moscow depending on traffic
by car
Domodedovo International Airport
Sits south-east of the city and connects to Paveletsky station by Aeroexpress. Allow a longer transfer buffer than for SVO, particularly for a morning ceremony-day arrival
TBA
to venue
Approx. 50-80 minutes by road to central Moscow depending on traffic
by car
Vnukovo International Airport
The closest of the three to the south-west of the centre and used mainly by domestic and regional carriers, so check connection options before routing an international trip through it
TBA
to venue
Approx. 40-60 minutes by road to central Moscow depending on traffic
by car
Hotel tiers
A range of accommodation options near the venue and across key areas.
Hyatt Regency Moscow Petrovsky Park
4-star
Petrovsky Park district, MoscowUSD 150–190 / night
The most practical option for a formal ceremony: full-service 4-star with fitness centre, indoor pool and paid on-site parking, per the captured Google Hotels listing. Room rate was captured in screen currency, so confirm the rouble total for 22-24 April 2027 when booking.
Hotel Ladomir
3-star
MoscowUSD 95–122 / night
Mid-market base with free Wi-Fi, air conditioning, laundry and kid-friendly rooms. A 20% discount versus the usual listed price was showing at capture time, so re-check the rate rather than assuming the discount persists into April 2027.
City Comfort Hotel
3-star
MoscowUSD 95–122 / night
Listed with restaurant, airport shuttle, laundry and air conditioning, which helps if your flight lands late. Breakfast is an add-on, so compare against a room-plus-breakfast rate before deciding.
Hotel ibis Moscow Dynamo
3-star
Dynamo area, MoscowUSD 95–122 / night
Standardised international-brand mid-market product next to the Dynamo transport hub, handy for metro transfers. Rates in the ceremony week can move because Russian public holidays fall in early May, directly after 23 April.
Local transport
Get around the city with these convenient transport options.
Metro
Estimated costCost TBA
Best forMoscow metro network to the venue district, central Moscow
Fastest option for ceremony night because road traffic in central Moscow is heavy after 17:00. Confirm current tariffs on the Moscow Transport portal and top up a Troika card at any station kiosk.
Bus / tram / trolleybus
Estimated costCost TBA
Best forSurface routes covering the last leg between metro exit and venue
Useful for the final 1-2 km when the venue sits away from a metro entrance. Validate the exact stop with the organiser, and keep small notes ready if paying in cash.
Aeroexpress (SVO)
Estimated costCost TBA
Best forSheremetyevo (SVO) to Belorussky station
Roughly 35-45 minutes into the city with a metro connection at Belorussky. Preferred over taxi for a morning arrival when the road ring is congested.
Aeroexpress (DME)
Estimated costCost TBA
Best forDomodedovo (DME) to Paveletsky station
About 45-50 minutes to Paveletsky, then metro onward. Build in extra time if you are arriving on the day of the ceremony.
Taxi
Estimated costCost TBA
Best forHotel to venue within central Moscow
Order through an app rather than hailing on the street so the price is fixed before departure. Traffic before 10:00 and after 17:00 can double the journey time without doubling the fare.
Ride-hailing (Yandex Go)
Estimated costCost TBA
Best forShort hops around the centre and late-evening return from the ceremony
The dominant app in Moscow; set the pickup pin precisely and have the destination in Cyrillic. Late-evening availability near event venues is generally good, but expect surge pricing right after a ceremony ends.
Taxi
Estimated costCost TBA
Best forSheremetyevo International Airport (SVO) to central Moscow
Fixed-price app bookings are usually cheaper than terminal taxi desks. The captured pre-plan route lookup could not price this precisely, so treat the band as indicative and confirm in the app on arrival.
Taxi
Estimated costCost TBA
Best forDomodedovo International Airport (DME) to central Moscow
Longer and more expensive than the SVO run because of distance. Compare against the Aeroexpress plus metro combination before choosing a car.
Weather
April in Moscow is spring shoulder season: typical daytime highs sit near 10-12 C and nights near 2-4 C, with snowmelt, damp pavements and a realistic chance of a cold snap or wet snow earlier in the month. The automated pre-plan weather feed returned no forecast for this run, so these are climatological bands rather than a forecast for 23 April 2027. Re-check a local forecast 3-5 days before travel, and plan the ceremony evening around a coat that works for a 2-4 C walk between transport and venue doors.
Plan for the climate
Check temperatures and pack accordingly
Venue connectivity
Central Moscow has strong 4G coverage on the main national operators (MTS, MegaFon, Beeline and T2), and hotel and venue Wi-Fi is standard. Prepaid local SIMs require passport registration in an operator shop, and some online portals ask for a Russian mobile number for SMS verification, so agree a workaround with your team before departure. Check your home operator's Russia roaming policy in advance because it may be restricted or expensive, download offline maps and an offline translation app, and keep screenshots of the venue address in Cyrillic in case data drops.
Ride-hailing
Taxis
Public transit
Car rentals
Cultural notes
Useful information to help you have a smooth and respectful visit.
Language and signage
Russian is the working language of the city and signage is in Cyrillic, including metro station names. Have the venue and hotel addresses written in Cyrillic on your phone and on paper, and use a translation app for taxi drivers who may not read Latin script.
Paying for things
Foreign-issued Visa and Mastercard cards have generally not worked inside Russia since 2022, so plan around roubles in cash plus whatever local payment method your hotel accepts. Confirm payment options at booking rather than at check-out, and keep enough cash for taxis and metro top-ups.
Ceremony etiquette and dress
Awards evenings of this type are business formal, with a stage programme followed by standing networking. Arrive 45-60 minutes early for badge collection and security, bring business cards, and keep phone photography discreet during presentations.
Punctuality and security checks
Expect bag checks at large venues and allow extra time for them. Moscow traffic is unpredictable in the late afternoon, so a taxi that looks like a 20-minute ride at 16:00 can take 45 minutes at 17:30 - leave earlier than feels necessary.
Tipping and everyday costs
Restaurant bills commonly assume around 10% service, and tipping is not expected in the metro or on surface transport. Small notes help for cloakrooms and hotel porters, and prices in central Moscow are closer to other European capitals than to regional Russian cities.
Calendar context around 23 April
Russian public holidays fall in early May, directly after the ceremony date, and long weekends can tighten hotel availability and raise fares around late April. Book the 22-24 April window early rather than assuming last-minute rooms will be cheaper.
Practical guides
Visitor & Exhibitor Essentials
Everything needed to arrive prepared, navigate the event, and make the visit productive.
Flights
The captured Google Flights screen for New York JFK to Moscow SVO departing 23 April 2027 (one adult, economy, round trip) returned limited availability, which is the pattern for this route: cheapest was RUB 118,839 with Etihad via Abu Dhabi at 20 hr 35 min, then Qatar Airways with JetBlue via Doha at RUB 120,917, and Royal Air Maroc via Casablanca at RUB 125,630. Direct EU-Moscow capacity remains thin, so most itineraries route through Istanbul, Dubai, Abu Dhabi or Doha. Book early, check whether each transit point requires a visa or allows a through-check of baggage, and avoid non-refundable tickets until your Russian visa or e-visa is physically issued. For a Friday ceremony, land by Thursday afternoon.
Transport
Get to the venue and around the city with these options.
Airport → venue: Primary gateways: Sheremetyevo International Airport: Approx. 40-70 minutes by road to central Moscow depending on traffic; Domodedovo International Airport: Approx. 50-80 minutes by road to central Moscow depending on traffic; Vnukovo International Airport: Approx. 40-60 minutes by road to central Moscow depending on traffic. Allow road or rail time to Moscow Marriott Imperial Plaza; on-site parking is usually available at major exhibition venues.
Hotel → venue: Precinct hotels near Moscow Marriott Imperial Plaza: Petrovsky Park district, Moscow: Hyatt Regency Moscow Petrovsky Park; Moscow: Hotel Ladomir; Moscow: City Comfort Hotel.
Ride-hail: Yandex Go is the dominant ride-hailing app in Moscow and the practical way to book cars with a fixed price shown before departure. Set the pickup pin precisely and enter the destination in Cyrillic, since drivers may not read Latin script. Short central trips typically run about RUB 500-900 and hotel-to-venue journeys roughly RUB 700-1,200, with surge pricing right after a ceremony ends. Airport runs are around RUB 2,500-4,000 from Sheremetyevo and RUB 3,000-4,800 from Domodedovo. Check that your phone number can receive the app's verification SMS before you fly, and keep a cash fallback in case a linked card is not accepted.
Public transit: Moscow's metro is fast, frequent and the most reliable way to reach a ceremony venue in the evening rush. Use a Troika stored-value card for the cheapest per-ride fare, with single metro journeys around RUB 65-75 and surface buses, trams and trolleybuses at similar levels; confirm live tariffs on the Moscow Transport portal. Aeroexpress airport trains connect Sheremetyevo to Belorussky and Domodedovo to Paveletsky in the RUB 550-650 range and are usually quicker than road transfer. Station names are in Cyrillic with Latin transliteration on newer signage, so screenshot your route in advance. Validate the exact station and exit nearest the venue with the organiser, because the pre-plan route lookup to the venue returned no calculable directions.
Parking: The captured Hyatt Regency Moscow Petrovsky Park listing shows paid on-site parking, which is the simplest option if you are arriving by car with presentation equipment. Central Moscow street parking is regulated and paid, with city-centre car parks in the region of RUB 500-1,500 per day, so a hotel garage is usually cheaper than improvising near the venue. Confirm with the organiser whether ceremony guests have access to venue parking and whether spaces must be reserved, and allow extra time for security checks at the car park entrance.
Weather
Plan and pack for the event climate.
Month: April 2027 (spring shoulder season in Moscow)
Temperature: Approx. 2-12 C across the day: afternoon highs near 10-12 C and night lows near 2-4 C. No official forecast for 23 April 2027 was captured, so treat this as a climatological band and confirm in the final week.
Seasonality: Late April is snowmelt season, with damp pavements, overcast days and roughly 10-11 wet days in a typical April. Showers are usually light rather than violent, but a cold snap or wet snow is still possible, so keep a compact umbrella and a waterproof layer in your bag for the walk between metro and venue.
Packing: Pack layers for a 2-12 C swing: a warm mid-layer, a waterproof outer coat, a compact umbrella and shoes that handle wet paving between metro exits and venue doors. Ceremony attire should be business formal with a coat that works for a 2-4 C evening, and bring a spare pair of socks or shoe protection if the snowmelt is heavy. Re-check the forecast in the week before travel rather than packing to a fixed assumption.
Plan your trip
Planning
Best day to visit: Day 2 (mid-show)
Mid-show days at CX World Awards 2026-2027 usually combine full exhibitor attendance with scheduled B2B meetings, before early pack-down on the final day.
Day 1
Re-check the Moscow forecast for 23 April and adjust the packing list; late April can swing from 2 C mornings to 12 C afternoons with showers.
Day 2
Download offline maps of central Moscow, a translation app with a Russian keyboard, and the venue pin so navigation works without live data.
Day 3
Check mobile roaming policy for Russia with your home operator, and decide between roaming and a local prepaid SIM that requires passport registration in an operator shop.
Day 4
Prepare ceremony attire: business formal with shoes suitable for wet April pavements and a coat that works for 2-4 C evenings.; Pack a compact umbrella, layered clothing and any printed copies of your nomination summary, business cards and an evidence one-pager for post-ceremony conversations.
Day 5
Draw roubles or arrange a cash plan for taxis, metro top-up, meals and incidentals; keep a small note of emergency contacts separate from your phone.
Day 6
Print the hotel name and venue address in Cyrillic to show drivers, plus a screenshot of the booking confirmation in case mobile data fails.; Arrange airport transfer or download Yandex Go and test that your phone number can receive the app verification code.
Day 7
Confirm the hotel booking in roubles and ask which payment methods the property accepts, since foreign-issued Visa and Mastercard cards are generally not usable inside Russia.
Day 8
Re-confirm the flight routing. Moscow long-haul connections usually run through Istanbul, Dubai, Abu Dhabi or Doha, so check each transit point's visa and baggage rules rather than assuming a through-check.
Day 9
Confirm your registration or nomination status in writing with the CX Awards team, and check whether your entry has advanced to the finalist stage that carries the RUB 44,900 defence and ceremony fee.; Verify that your Russian visa or e-visa has actually been issued, not merely applied for, and check that the dates cover both arrival and departure with a buffer day.; Charge devices, load the venue address and hotel address, set a backup alarm for the ceremony morning, and message your team the local contact plan.
Day 10
Confirm the ceremony start time and arrival window with the organiser, and plan to be at the venue 45-60 minutes early for badge collection and security.
Sample visitor itinerary
Route-optimised day
Day 1 · morning
Registration and hall orientation at Moscow
Day 2 · core sessions
Supplier meetings and product demos
Day 3 · wrap-up
Final negotiations and follow-up
Networking spots
2CX World Awards 2026-2027 registration concourse
Moscow
Central meeting point before and between hall appointments during show days.
Organiser B2B lounge (if offered)
Moscow
Hosted matchmaking and buyer programmes when published by the organiser.
Budget
Costs & budget
Build your working budget
Adjust the inputs below to create a directional event budget.
Estimated budget
Live estimate
- Hotel × 2 nightsRUB 190.00
- Per diem × 2RUB 150.00
Estimated totalRUB 340.00
This is a directional estimate. Please verify live rates before booking.
Cost reference
Official cost items and estimated ranges for exhibitors.
visitor_ticket
visitor · General admission
RUB 34900 / per person
organiser_published
| Item | For | Tier | Estimated range | Status | As of |
|---|---|---|---|---|---|
| visitor_ticket | visitor | General admission | RUB 34900 / per person | organiser_published |
Decision
Visit, exhibit, or skip?
Should you go?
Use this quick check to decide whether CX World Awards 2026-2027 fits your visit, exhibit or skip plan.
QUESTION 1 OF 6
For CX World Awards 2026-2027, what is your primary role on the show floor?
Decision matrix
Compare participation options side by side to choose the best fit for your objectives.
visit
Your category focus and target suppliers align with the official exhibitor profile.
Best for
Buyers, engineers, and delegates sourcing Customer experience management solutions. and Feedback and survey tools for cust solutions and benchmarking suppliers at CX World Awards 2026-2027 in Moscow.
Min. budget
$45,430.00
Timeline
4-8 weeks before opening day for registration, hotels, and travel.
Risks
Session times and ticket tiers may change - confirm the official agenda before booking.
exhibit
You have a defined lead-generation or distributor recruitment goal for this market.
Best for
Brands and manufacturers launching Customer experience management solutions. and Feedback and survey tools for cust products who need qualified meetings with the event's trade audience.
Min. budget
$204,435.00
Timeline
3-6 months for stand booking, freight, staffing, and pre-show marketing.
Risks
Booth pricing and corner premiums vary by hall - confirm with the organiser sales team.
skip
Audience, geography, or commercial goals do not justify travel and stand costs this cycle.
Best for
Teams with weak category fit, budget constraints, or overlapping commitments during the Moscow show week.
Timeline
N/A
Risks
Skipping may mean missing buyer meetings if competitors exhibit or attend the same week.
FAQs & glossary
Answers
Frequently asked
What are the CX Awards and who are they for?
The CX Awards are a customer experience programme run under cx-awards.com, with the 2027 edition dated 23 April 2027 in Moscow. Entries come from teams that run customer service, contact centres, client onboarding, retention or digital service journeys, and the format combines written nominations with a live finalist stage. It suits practitioners with measurable results rather than agencies pitching concepts.
When and where does the 2027 edition take place?
The published date is 23 April 2027, a Friday, in Moscow, Russia. The ceremony venue is confirmed by the organiser, and the surrounding programme of nomination review and finalist defence runs ahead of that date. Because a single-day ceremony concentrates arrivals into Thursday and Friday, book flights and rooms early.
How much does it cost to enter?
The published fee schedule lists RUB 34,900 as the registration fee for each nomination or nominee, and RUB 44,900 for finalists taking part in the essay defence and the awards ceremony. Those are entry fees, not travel costs: budget separately for flights, Moscow hotel nights and transfers, and confirm with the organiser whether VAT is included.
What is the essay defence and do finalists have to attend?
The essay defence is the live stage where shortlisted teams present their case and take questions. The finalist fee of RUB 44,900 covers participation in that defence and the ceremony, which indicates attendance is part of the finalist format. Prepare a short evidence-led presentation, keep the underlying dashboards and survey exports to hand, and rehearse answers about measurement method.
Can a company submit more than one nomination?
The fee structure is quoted per nomination or nominee, which means multiple entries are priced individually. In practice, teams should choose categories that match genuinely different projects rather than splitting one programme across several categories, because judges compare the substance of each submission.
What evidence makes a CX nomination credible?
A clear baseline period, a stated metric definition, sample size, and a result you can attribute to a specific change. Pair the headline number with the operational detail: what was redesigned, which systems were touched, who owned it, and what the customer actually noticed. Judges tend to discount percentages with no baseline or no denominator.
Do I need a visa to travel to Moscow for the awards?
Most international visitors need a Russian visa, and eligibility for the Russian e-visa depends on nationality, so check the current rules with the Russian consulate or visa centre in your country of residence well before booking. Ask the organiser whether an invitation letter is issued for participants, and keep the migration card and hotel registration slip with your passport during the stay.
Which airport should I fly into for the Moscow ceremony?
Sheremetyevo (SVO) carries most long-haul connections and links to Belorussky station by Aeroexpress, Domodedovo (DME) links to Paveletsky station, and Vnukovo (VKO) sits on the south-west side of the city. Allow roughly 40-70 minutes by road into central Moscow depending on traffic, and more on Friday afternoons.
How do I pay for things in Moscow during the awards trip?
Plan around cash and locally issued cards. Foreign-issued Visa and Mastercard cards have generally not worked inside Russia since 2022, so carry roubles for taxis, metro top-ups and incidentals, and confirm with your hotel which payment methods it accepts before arrival. Prepaying hotel and transfers where possible removes most of the friction.
What is the weather like in Moscow on 23 April?
Late April is spring shoulder season: expect roughly 2-4 C at night and 10-12 C in the afternoon, with snowmelt, damp pavements and a realistic chance of showers or a cold snap. The forecast is only meaningful in the final week, so pack layers, a waterproof outer layer and shoes that survive wet paving between metro exits and venue doors.
How do I get around Moscow without a car?
The metro is the backbone of the city, with a stored-value Troika card giving the cheapest per-ride fare, and surface buses, trams and trolleybuses filling the last leg. Single metro journeys are in the region of RUB 65-75, Aeroexpress airport trains are around RUB 550-650, and ride-hailing through Yandex Go covers late-evening returns from the ceremony.
Is the ceremony a formal event?
Awards ceremonies of this type are business formal: suits, smart dresses and comfortable shoes, since the evening mixes a stage programme with standing networking. Bring a few printed business cards and a charged phone for photographs, and arrive 45-60 minutes before the start to clear badge collection and security without rushing.
What should a first-time entrant do in the two weeks before the event?
Confirm your registration and finalist status with the organiser, verify the venue address in Cyrillic for taxi drivers, check your visa or e-visa is issued, and re-check the weather forecast. Rehearse the defence once more with a colleague playing judge, and prepare a one-page summary of your metrics that you can hand over or email after the ceremony.
Glossary
- Customer experience (CX)
- The sum of every interaction a customer has with a company across sales, service, billing and after-sales. CX Awards nominations are judged on how deliberately a team designs and measures those interactions, not only on satisfaction at a single moment.
- Net Promoter Score (NPS)
- A loyalty metric based on the question 'how likely are you to recommend us', scored 0-10, with promoters (9-10) minus detractors (0-6). Nomination essays at CX programmes typically show NPS movement across a defined period rather than a single reading.
- CSAT
- Customer satisfaction score, usually measured right after a contact or purchase on a 1-5 scale and reported as the share of top-box responses. It captures a moment; NPS captures relationship strength; strong entries use both and explain the difference.
- Customer Effort Score (CES)
- A measure of how much work a customer had to do to resolve a need. For service and contact centre projects it is often more actionable than CSAT, because it points directly at process friction in self-service, IVR or handovers.
- Voice of Customer (VoC)
- The structured collection of customer feedback from surveys, contact transcripts, reviews, chat logs and social listening, turned into prioritised improvement work. Judges typically look for a closed loop from insight to a shipped change.
- Customer journey map
- A visual model of the stages, touchpoints, emotions and backstage processes a customer passes through for a task such as onboarding or a claim. Good maps name the systems and owners behind each stage, not just the customer mood.
- Touchpoint
- Any single point of contact between customer and brand: app screen, call, delivery, invoice, chatbot, retail counter. CX programmes are usually scored on consistency between touchpoints rather than excellence at one of them.
- Omnichannel service
- Continuity of context across channels, so a conversation started in chat can finish by phone without the customer repeating themselves. In awards submissions, evidence usually comes from context-passing rules, unified history and measured re-contact rates.
- First Contact Resolution (FCR)
- The share of customer contacts resolved without a follow-up or escalation. It is one of the few CX metrics that ties directly to cost, which is why it tends to appear in both the customer-story and efficiency sections of a nomination.
- Average handling time (AHT)
- Mean duration of a handled contact including talk, hold and after-call work. Strong entries pair AHT with quality and FCR, because cutting time alone usually shifts effort onto the customer.
- Quality assurance (QA) score
- A structured evaluation of sampled interactions against a scorecard of compliance, empathy and resolution criteria. Calibration between evaluators and the share of interactions sampled are the details judges typically probe.
- Churn and retention rate
- The share of customers who leave over a period versus the share retained. CX projects use these to show commercial impact, and credible submissions show how the metric is defined and which cohort it covers.
- Nomination
- The submission an organisation registers for a specific CX Awards category. In the current published fee schedule, registration for each nomination or nominee is quoted at RUB 34,900, so teams usually plan which categories to enter before writing.
- Finalist
- A nominee advanced by the judging process to the live stage. Finalists pay a separate participation fee, quoted at RUB 44,900 in the published schedule, which covers the essay defence and the awards ceremony.
- Essay defence
- The live presentation stage where shortlisted teams present and answer questions on their submitted case. It rewards evidence quality and clarity over slide decoration, and it is the part of the programme where preparation time pays off most.
- Judging panel
- The independent practitioners who score nominations against published criteria. Expect questions on measurement method, baseline period, attribution and what did not work, so keep raw data and internal dashboards available.
- Baseline and lift
- The pre-project measurement and the change achieved after it. A clear baseline period, a stated sample size and an honest note on external factors separate a defensible case study from a marketing claim.
- Closed-loop feedback
- The operational habit of acting on individual feedback and telling the customer what changed. Programme-level reporting then shows how many signals became fixes, which is often the difference between a good and a winning entry.
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Also known as
Alternate names and search phrases for this event.
- CX World Awards 2026-2027 Moscow
- CX World Awards 2027
- CX World Awards Moscow 2027
- CX 2027
- CX Moscow 2027
- Moscow Russia
- Customer experience management solutions
- Feedback and survey tools for customer insights
- Training programs for customer service excellence
- Technology platforms enhancing customer interactions
4 more alternate names hidden
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Sources
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References
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Publishers
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Date checked
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CX World Awards
- event_website
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