WINNER

Steve Grossrieder, CEO and ED, JAX Tyres & Auto

Steve Grossrieder leads Jax Tyres & Auto through a groundbreaking CX transformation that is recognised not only within the Australian retail industry but is now being replicated globally by Hankook. Steve is a true believer in CX and leads from the front in every aspect of the CX capability.

The judges said that the winner of this hotly contested category is an inspirational leader who leads by example. They were impressed with their commitment to CX, driving business outcomes from CX as a key differentiator.

WINNER

Jax Tyres & Auto

As a challenger brand, JAX Tyres & Auto executed an ambitious customer-first growth strategy supported via a premium retailing proposition. Jax Tyres & Auto has established itself as the most trusted brand in the tyres and auto market supporting Australian motorists at a time when it is most needed.

The judges said this entry demonstrated incredible results from a high impact CX strategy for increased revenue and customer satisfaction and advocacy.

WINNER

Yarra Valley Water

We work from the outside-in to create holistic solutions that benefit customers. We use qualitative/quantitative insights about customers’ experiences, apply specialised experience design and analyse customer satisfaction using customer-centric CX metrics. We bring this to the business through collaboration and cross-functional practice. The result is customer-centricity and great customer experiences.

The judges praised the winning entry for its outside in approach to identifying opportunities across the customer journey and delivering innovative solutions to address the needs of the customer.

WINNER

Commonwealth Bank of Australia

CBA’s use of Adaptive Models (ADMs) within its Customer Engagement Engine (CEE) to prioritise between Next Best Conversations (NBCs) delivers exceptional customer experience, by providing personalised insights and experiences such as Bills Hub to improve the financial Wellbeing of our customers at scale.

The judges said the winning entry demonstrated a great example of using next best conversations to improve understanding among customers of their own patterns of behaviour.

WINNER

HotDoc

HotDoc has 16,000 doctors and close to 5 million Patients as customers. Our mission is to improve the healthcare experience for everyone but when COVID-19 hit, this became more difficult. Doctors needed to see patients without putting their lives at risk. We created HotDoc Telehealth to help.

This category was hotly contested, but the judges said that the winning entry featured a demonstrably rapid, effective and scalable solution to an important and pressing customer need.

WINNER

Telstra

This initiative delivered on our aspiration to co-create with our customers, testing the design as we progressed, and ensuring our solution would hit the mark and drive immediate experience improvements. The innovative internal and external collaboration ensured we brought everyone together to solve the problem end to end.

The judges said that the winning entry is a great example of effectively using insights to prioritise resource efforts, illustrating a demonstrable improvement in the customer experience as a result.

WINNER

Z Energy

Z Energy’s Sharetank is a virtual fuel tank that allows customers to pre-buy fuel when the price is right for them. Coupled with the ability to share their balance with others, it’s a wholly new fuel management platform. Sharetank was launched as a patent-pending, world-first in NZ in late-2019.

The judges said the winning entry is great example of the effective use of human centered design to unpack a core customer problem and use technology to deliver an innovative, world-first solution.

WINNER

Transport for NSW

Opal Connect is an innovative payment platform incentivising customers to make best use of local public and private transport services. Booking and paying with Opal Connect is simple. Customers are encouraged to leave the car at home by using On Demand services for ‘first and last journey miles’.

The Judges said that the winner entry was great initiative that has so many positive impacts on the community, environment and customers.

WINNER

The NRMA

The NRMA Playbook has been instrumental in providing a framework for everyone across the NRMA Group, from the front line to the back office. It has been embraced by the business, and improved the way staff interact with one another as well as customers.

The judges said that the winning entry demonstrated a clear passion for people from the top of the company to the bottom of the organisation, and they said it illustrated a clearly defined employee experience program with great execution and matching results.

WINNER

Qualtrics

The Qualtrics Experience Management Platform is the complete system of action helping organisations hunt down and eliminate bad experiences. collecting, integrating, and analysing data across the vital signs of business: Customers, Employees, Brand, and Product. Qualtrics CustomerXM serves more customers than all providers on the market combined.

The judges noted that the winning entry demonstrated a great partnership enabling their client to quickly understand their customer needs and experiences to prioritise accordingly, with an outstanding turnaround time.

WINNER

Emma Harrington, Chief Customer Officer, The NRMA

Emma Harrington has been a key driver for a change in how NRMA values and approaches customer experience strategically, culturally and in their day-to-day operations. She has brought the voice of the customer into the Boardroom and connected leaders with frontline employees to collaborate to solve customer pain points.

The judges noted this person’s leadership in providing their people with a guide to transform the experience, while influencing KPIs to include CX and ensuring the customer had a voice at the table at all levels of the organisation, including the board and exec to hold the organisation to account. The Immersion program of ensuring leaders spent time on the frontline further demonstrates this leader’s passion and commitment to CX and EX.

WINNER

Cue Clothing Co.

Cue Clothing Co. has shifted from traditional bricks-and-mortar retail to a unified commerce strategy that integrates its online and physical channels to give customers personalised and frictionless experiences across three brands, eight online stores, 240+ physical stores, concessions, shoppable screens and a customer care team.

The judges said this entry demonstrated a very customer centric approach, helping both the business and customer achieve significant changes, and supporting the transformation of a category that has been under threat. It shows a bravery to push the limits of customer behaviour. Amazing results from a business that has reinvented its strategy in a tough market.

WINNER

FerosCare

Regardless of age or physical challenges, Feros believes everyone can continue to live a fulfilling life. We call it growing bold and we’re dedicated to supporting Australians to live their best life. We’re passionate about technology that transforms lives and this year’s voice activated MyFeros portal is doing just that.

The judges said this entry was a truly inspiration case study of how technology can use to make life changing experiences – allowing customers to take back control of their lives. It’s a leading example of integrating channels, the value of voice interface and the holy grail of a single customer view, with the power to change the everyday lives of some customers. This entry has truly set the benchmark for demonstrating the ‘magic’ of the technology through video customer case studies. The team the winning company should be extremely proud!

WINNER

EML

EML leads the personal injury claims management industry, clearly differentiating against competitors through our customer-obsession. We’ve relentlessly invested to enhance our capabilities to bring customer and employee feedback deep within the organisation, making the intangible visible to our leaders, and enhancing our ability to action feedback in a timely manner.

The judges said this entry demonstrated improvement with a clear goal in sight over the transformation period, particularly in building CX capability and a customer centric culture

WINNER

Auckland Transport

Applying design thinking and lean approaches, we have made a difference in the lives of Aucklanders. Developing GIS mapping tools has resulted in reduced waste internally and a better customer experience. Smart use of data and leveraging the AT Mobile app has reduced customer effort for thousands of Auckland students.

Judges said this entry was a great example of technology, meets needs, meets design, meets customer focus. It demonstrated great problem framing, clearly articulating benefits and robust solutions. A great example of the practice and theory of CX.

WINNER

The NRMA

The outcomes of NRMA’s customer focused efforts are demonstrated by a clear reduction in customer complaints and an increase in NPS.

Judges said that this team demonstrated fantastic teamwork, setting up the right infrastructure to enable teamwork, and demonstrating a clear framework laddering up to moments that matter, listening to everyone in the business, and most importantly, getting the entire business excited and focused on CX, from the CEO to the heads of divisions and individual workers. Excellent stuff!

WINNER

Hollard Insurance

Hollard has been empowering their frontline teams to exercise good judgment and create better customer outcomes. This recent initiative includes allowing employees to offer access to counselling services to customers in need and provide discretionary out-of-policy support up to $1000 per claim.

The judges said that this company has not just told everyone they care – they have shown that they care by creating customer experiences that actually go over and above. A simple but powerful initiative to help those in moments that matter.

WINNER

Revenue NSW

Suicide doesn’t discriminate. Our people are ready to make a change and help make suicide a thing of the past. Suicide awareness is now part of our workplace culture. The Revenue NSW Collection Centre teams are trained, supported and ready to respond.

The judges said it takes guts to acknowledge an organisation’s relationship to customer wellbeing and to commit to training on difficult and sensitive subject matters. It’s noteworthy that this training has also better equipped the staff in relationships outside of work – the testimonial describes an example of saving a life in the course of providing customer service and is incredibly moving.

WINNER

Commonwealth Bank

CommBank rolls out Customer Engagement Engine (CEE) to better leverage data and artificial intelligence to improve customer experience. Underpinned by Pega, the CEE has revolutionised the work of frontline staff through fast and actionable customer insights.

The judges said the winning entry showcased cutting edge data analytics at extraordinary scale, translating into prescriptive and predictive customer interactions. A nice example of using scale to harness the power of next best conversations.

WINNER

MaritzCX

MaritzCX partner with many of Australia & New Zealand’s largest enterprise clients to enable them to transform their customer experiences and increase staff & partner engagement.

The judges were impressed with this company’s innovative approach to understand customer emotion through journey-led analytics (using NLP and AI), and also their tools to create the CX business case across cost and revenue growth drivers.