On June 20, 2025, the ceremony to award the winners of the All-Ukrainian Customer Experience Award UCXE’25 took place in Kyiv. The event was organized by KA Group with the support of general partners Nova Poshta, Oschadbank, and 4Service.
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This year’s award brought together leading Ukrainian companies that submitted more than 60 case studies in the field of customer experience. The participating companies represented various industries, including e-commerce, banking, insurance, HoReCa, retail, fuel stations, and even agriculture.
“Ukrainian CX Excellence is a real Oscar and a powerful professional community that transforms customer experience from a formality into a strategic advantage and a new customer-centric culture of interaction in business,” shared Alona Zhupikova, founder of KA Group.
The cases were evaluated in two stages: first, a written essay, followed by an online defense during a two-day CX marathon. The Award’s Expert Council consisted of 55 independent experts.
“Teams that create customer experiences must manifest their victories in order to record not just achievements, but progress, development, and changes that become the new norm for the entire company. It is in these victories that the growth map of the company’s customer experience can be seen. Demonstrating a team’s victory is an act of leadership, and it shows how small decisions made by a team can change a large service culture,” commented Lana Mitchenko, CEO of KA Group.
This year, the awards were presented in 13 categories. The winners received awards, diplomas, and gifts from partners — Ukrflora, YouScan, and Spell.
● In the category “Best CX Case Study for Implementing an Inclusive Approach,” the winner was Oschadbank. Second place went to Nova Poshta, and third place went to AgroMat.
● In the category “Best CX Case Study on Feedback,” the winner was Dnipro-M, second place went to YASNO, and third place went to Uklon and Comfy.
● In the category “Best CX Case Study on the Implementation of a Loyalty Program,” the winner was YASNO, second place went to the “ЇМО!” loyalty program, and third place went to Kopyochka.
● In the category “Best CX Case Study Using Employee Experience,” first place went to Dnipro-M, second place to Comfy, and third place to Foxtrot.
● In the category “Best CX Case Study Using User Experience,” the winner was UKRSIBBANK.
● In the category “Best CX Case Study Using Service Design,” the winner was Raiffeisen Bank, second place went to UKRSIBBANK, and third place went to OTP Bank.
● In the category “Best CX Case Study Based on Technology and AI,” the winner was Pizza Day, and second place went to AgroSem.
● In the “Best CX Case in B2B” category, first place went to Food Art Summit, second place to MHP Food Service, and third place to Horeca Masters.
● In the “Best CX Case in a Contact Center” category, the winner was VUSO, second place went to Dila, and third place to Oschadbank.
● In the “Best Innovative CX Case” category, the winner was Nova Poshta, second place went to Foxtrot, and third place went to Raiffeisen Bank.
● In the “Best Online CX Case” category, first place went to DTEK Networks, second place went to VARUS, and third place went to Dnipro-M.
● In the “Best Offline CX Case” category, the winner was Dnipro-M, second place went to Oschadbank, and third place went to WOG.
● In the “Best Personalized CX Case” category, the winner was Oschadbank, second place went to Comfy, and third place went to Dnipro-M.
We sincerely congratulate all the winners and finalists of UCXE’2025, who demonstrated a high level of strategic innovation and empathy in the implementation of CX solutions!
The Ukrainian National Customer Experience Award is an event that brings together thousands of professionals with a human-centric approach.
Our job is to put people at the center of business decision-making. This is especially important in times of war and crisis. So let’s celebrate the winners, scale up the best practices, and bring victory closer,” said Olena Tsysar, CX consultant and representative of the UCXE’2025 Methodological Council.
Lovemark companies award — a new vector of trust in brands
It has become a tradition that Ukrainian CX Excellence announces Lovemark companies, selected based on a large consumer survey (17,000+ votes) conducted by 4Service.
According to the survey results, in 2025, the customers’ favorites were Monobank, Silpo, COMFY, OKKO, Podorozhnik, Nova Poshta, Kyivstar, Diya, EVA, Adidas, ROZETKA, Epicenter, and the insurance company TAS.
“The 2025 LoveMark includes 14 companies in 14 categories. It is a large, thorough survey based on the criteria of love and respect,” said Viktoria Skorbota, Regional Director of 4Service East.
Along with the awarding of the winners, the ceremony program included keynotes from leading CX experts. Insights on the importance of CX research were shared by Marina Berezyuk, business psychologist, CX consultant, and author of the book How to Win Customers’ Hearts.
“Cult scientists in behavioral economics – Kahneman and Thaler – received Nobel Prizes for their research on human irrationality. It is obvious that the customer journey should not be created based solely on logic.”
Iryna Chubukova, business consultant in customer analytics, kmbs lecturer, and author of the book Customer Analytics, noted:
“For the customer experience to be profitable, you need to speak the language of finance. That’s why we create models that link CX to customer behavior and business metrics — from NPS to ROI. CX is not an expense. It’s an investment that either works or doesn’t. The Impact model is Google Maps for CX. It shows where to invest to get financial returns and helps build arguments that CFOs and shareholders understand.”
The awards have been received, and sincere thanks have been sent to the teams. Most importantly, we have gained a stronger awareness that UCXE’2025 has become a space for strategic dialogue, where new benchmarks for customer experience as a business driver are born.
This year’s cases demonstrated a new level of maturity, depth, and consistency in decision-making. We are convinced that even in difficult times, customer-centric business is an irreversible evolution of CX in Ukraine. And that is why we are confidently continuing on this path.
KA Group is already preparing to welcome new nominees — leaders who are not resting on their laurels and are shaping the future of customer centricity in Ukraine. See you at the All-Ukrainian Customer Experience Awards in 2026!
Read more about all the winnerson the Awards website
