Customer Experience Asia Excellence Award Winners announced
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2 October 2018, Singapore – CX Asia & CX Network congratulates all winners of the 2018 Customer Experience Asia Excellence Awards, which were announced during the awards gala dinner on 26 September 2018 at the 6th Customer Experience Asia Summit.
“As customer experience (CX) moves to the top of the boardroom agenda in Asia, we are thrilled to witness the strength of the entries year-on-year. The Awards have come a long way with record-breaking participation from 71 companies this year as compared to just 28 companies when we first launched the awards in 2015.” said Ann Liu, Awards Director at CX Asia. “We thank all participants for sharing their CX milestones with us and the judges for their continuous support.”
The winners of the 2018 Customer Experience Excellence Awards are:
BEST DIGITAL EXPERIENCE
Gold: Alliance Bank Malaysia Berhad
Silver: Ministry of Manpower
Bronze: DBS Bank Ltd
Honorary Mention: Dialog Axiata Plc
Honorary Mention: Far EasTone Telecommunications
CX VENDOR EXCELLENCE
Gold: Accenture Interactive Singapore
Silver: SPARC International Pte Ltd
Bronze: Tech Mahindra Business Process Services
Honorary Mention: Concentrix
Honorary Mention: Everise
BEST USE OF CEM TECHNOLOGY
Gold: AXA Hong Kong
Silver: Tenaga Nasional Berhad
Bronze: Hyperlab
Honorary Mention: DHL Express Singapore
BEST OMNI-CHANNEL EXPERIENCE
Gold: Alliance Bank Malaysia Berhad
Silver: Maybank
Bronze: Concentrix
Honorary Mention: Globe Telecom
Honorary Mention: Kanmo Retail Group & SmartOSC
BEST BRAND EXPERIENCE
Gold: Maybank
Silver: Ocean Network Express Pte Ltd
Bronze: AXA Affin General Insurance Berhad
BEST SOCIAL MEDIA STRATEGY
Gold: Celcom Axiata Berhad
Silver: HP Customer Support APJ Care Center
Bronze: Philippine Savings Bank
Honorary Mention: HDFC Bank Limited
BEST USE OF MOBILE
Gold: Hong Kong Tourism Board
Silver: Australia Post
Bronze: Philippine Savings Bank
Honorary Mention: Celcom Axiata Berhad
Honorary Mention: Coca-Cola Japan Company
BEST CONTACT CENTRE
Gold: HP Customer Support APJ Care Center
Silver: DBS Bank Ltd
Bronze: Celcom Axiata Berhad
Honorary Mention: DHL Express Bangladesh
Honorary Mention: National Environment Agency
BEST EMPLOYEE ENGAGEMENT
Gold: DBS Bank Ltd
Silver: HP Customer Support APJ Care Center
Bronze: RHB Bank Berhad
Honorary Mention: Alexander Mann Solutions
Honorary Mention: HSBC Electronic Data Processing (M) Sdn Bhd
Honorary Mention: PT Angkasa Pura I (Persero)
BEST CUSTOMER EXPERIENCE TEAM
Gold: Ministry of Manpower
Silver: Philippine Savings Bank
Bronze: Intuit Singapore
Honorary Mention: Ayudhaya Capital Services Krungsi
Honorary Mention: NTUC Club
Honorary Mention: Orchard Turn Developments Pte Ltd
BEST CUSTOMER EXPERIENCE AWARD
Gold: Orchard Turn Developments Pte Ltd
Silver: Philippine Savings Bank
Bronze: Ministry of Manpower
Honorary Mention: FWD Singapore Pte Ltd
Honorary Mention: Mumbai International Airport
Honorary Mention: NCS Pte Ltd
BEST CX PERSONALITY
WINNER: Mary Felicia Sim, Orchard Turn Developments Pte Ltd
CX Rockstar: Zatina Zakaria, Etiqa Insurance & Takaful
CX Rockstar: Michelle Liew, RHB Bank Berhad
The awards this year welcomed a number of first-time participants who went on to win some of the night’s biggest awards. Alliance Bank Malaysia Berhad was awarded Gold for both Best Digital Experience and Best Omnichannel Experience. Steve Monaghan, one of the awards judges, commended them on the use of thorough customer journey mapping in developing robust digital products that contributed to great lifts in customer resolutions and productivity. Similarly, a first for the Hong Kong Tourism Board, they were unanimously awarded Gold for the Best Use of Mobile winning the judges over with an entry that was “simple yet personable with exemplary operational integration and business results”.
The ‘Best Customer Experience Team’ was awarded to the Ministry of Manpower. Their entry was lauded as particularly outstanding in the way they address customer issues – effective collaborations across the organisation to impact CX results and going so far as to define the language and tone to be used.
The most anticipated award of the evening, ‘Best Customer Experience’ went to Orchard Turn Developments Pte Ltd. With a total of 33 submissions, the judging process for this category has been tough. Troy Barnes, the head judge of the 2018 awards gave his input, “The CX team at ION Orchard adopted a 360 degrees CX approach from sights to sound to smell…from staffing to activities in the mall. No wonder ION Orchard is a leader in the CX space, demonstrating time and time again exceptional applications of their CX program”.
Another highlight of the evening was the presentation of the Best CX Personality Award. The winner of this category requires a majority vote and the winner went to Mary Felicia Sim, Head of Service Quality Management at Orchard Turn Developments Pte Ltd. One of the judges succinctly explained why she was given the honor this year, “Under Ms. Sim’s leadership, ION Orchard has an incredible customer experience program that touches every part of the customer and most importantly the employee journey. Programs like this don't come as a result of processes or systems, it's the people that create, design, implement and live and breathe them every day. Her initiative, tenacity and vision in shaping ION’s customer experience journey is simply inspiring and serves as a benchmark for all CX leaders”.
Ann Liu, Awards Director at CX Asia, concluded the night by congratulating all participants, “This year’s entries are exceptional – all participants should be very proud of their achievements. We are amongst the best so again, congratulations to all winners…and winners! Entries for the 2019 awards are expected to open next May and we look forward to an even more exciting and competitive affair!”
