• A clearly defined and intentionally designed delegate journey across all stages of the event.
• Evidence of how the journey was mapped, planned and aligned to audience needs
• Creativity and innovation in experience design, communication, personalisation and engagement
• Seamless operational delivery across digital and physical touchpoints
• A strong understanding of delegate expectations, behaviours and motivations
• Measurable improvements to engagement, satisfaction, sentiment or behavioural outcomes
• Unique or standout elements that elevated the event’s end-to-end customer experience

This category recognises exceptional design of the complete delegate journey — from first touchpoint to post-event impact. It celebrates experiences where every stage of communication, engagement, environment, content and service has been intentionally crafted to deliver seamless, meaningful and memorable end-to-end customer experience (CX).

Judges will be looking for events where the journey has clearly been mapped, thoughtfully executed and measurably successful in elevating delegate satisfaction, engagement and emotional connection.