CUSTOMER EXPERIENCE IN A CRISIS
With the rapid rise of COVID-19 changing everyday life as we know it, Australia’s unprecedented bushfire season causing catastrophic damage to peoples’ homes, livelihoods and communities, and the heartbreaking mass shooting in Christchurch, New Zealand, devasting the nation, the past 18 months have been extraordinarily difficult. This category will recognise a client-side brand that has put the customer front and centre as they navigate their response to crisis.
This can be in the form of transforming your business model to better meet evolving customer needs in an era of crisis; showcasing greater empathy and support for your customers during their time of need; or implementing new employee experience strategies that empower and support your employees on their quest to put the customer at the forefront.
50% of all entry fee proceeds for this category will be donated to the Australian Red Cross and the New Zealand Red Cross to support the incredible work they do in supporting the region through crisis.
BEST CX TRANSFORMATION
This category will recognise a client-side brand that has undergone a CX transformation to become customer-centric in its mindset. The judges will be looking for a brand that can demonstrate how they have transformed their approach to the customer experience across no more than 5 years, the key metrics used to measure success based on a benchmark set at the beginning of the transformation, and what impact this has had on both the customer and the business.
BEST CX INITIATIVE
This category will celebrate the region’s best stand-alone CX initiative to make the customer experience more convenient, inspiring, meaningful or rewarding. This can be in the form of a marketing campaign, a customer service initiative, an employee engagement programme or any other relevant form. The judges will be looking for customer experience initiatives that truly stand out in this competitive landscape.
BEST EMPLOYEE EXPERIENCE INITIATIVE
Customer experience and the employee experience are inextricably linked; CX can only ever be as good as EX. This award will celebrate a client-side brand making great strides in improving the employee experience, thus engaging them and empowering them to deliverexceptional customer experiences. This can be in the form of any initiative that demonstrates EX excellence, such as a wellbeing initiative, an education programme, or a training opportunity.
CX LEADER OF THE YEAR
This category will recognise an individual pioneering and shaping the future of customer experience. Judges will be looking for someone that is truly championing the customer in their organisation and the wider industry. The award will recognise an individual demonstrating leadership, innovation and commitment, inspiring and leading their teams to create innovative and meaningful customer experiences, and working to benefit the broader industry by making significant contributions to the growth and maturity of customer experience in ANZ. This CX Leader should have at least 6 years’ experience working in a customer experience role, and have been in their position at their employer organisation for at least 1 year.
BEST MULTICHANNEL CUSTOMER EXPERIENCE
This award is open to client-side brands that are integrating their touchpoints across the business to deliver a seamless and rewarding customer experience across channels. These touchpoints can include, but are not limited to website interaction, social media, contactcentres, bricks and mortar and mobile. This award will go to the brand that can demonstrate a seamless experience across 3 channels or more.
BEST USE OF TECHNOLOGY TO REVOLUTIONISE CX
Utilising innovations in technology is becoming more important as brands strive to meet the needs of the digitally demanding customer. This award will celebrate a client-side brand that is effectively leveraging either customer-facing or back-end technology to create more relevant, seamless or inspiring customer experiences. Your entry can either be specific to a particular tech-driven initiative, or a more general approach to the organisation’s customer experience, demonstrated by reference to several tech-driven initiatives.
CX TEAM OF THE YEAR
This award will commend the team who has demonstrated a truly innovative approach, working together to achieve a goal and deliver exceptional CX. Judges will be looking for those teams that have demonstrated passion and commitment, and have collaborated on a CX initiative or mindset to deliver strong business results
BEST USE OF CUSTOMER DATA AND INSIGHTS TO IMPROVE CX
This category will recognise a client-side brand making great strides in unlocking value in customer data and insights to create more engaging, meaningful and relevant customer experiences. The judges will be looking for how businesses innovate to collect, integrate and leverage customer data and feedback, and turn these insights into something personalised or meaningful for the customer to gain a competitive advantage.
EXCELLENCE IN PUBLIC SECTOR: THE CITIZEN EXPERIENCE
Category sponsored by PwC
As government departments strive to keep up with the ever-growing expectations of consumers, this award will recognise a public sector body or department making great strides in implementing a customer-centric approach. This can be in the form of utilising technology to better meet the expectations of digitally savvy citizens; better utilizing data to deliver a more seamless citizen experience, or any other relevant form.
BEST CX PARTNER (TECHNOLOGY OR ADVISORY)
This award will celebrate a CX partner, whether that be a technology platform, a customer insights company, or an agency or consultancy, that has worked with client-side brands to transform any aspect of the customer experience.