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2020 Winners

CX Leader of the year

Category sponsored by


CX leader 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.

Best CX Transformation

Category sponsored by

Stellar Evolve

best cx transformation 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.

CX Team of the year

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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.

Best Use of Customer Data and Insights to Improve CX

Category sponsored by

The Research Society logo


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.

Customer Experience in a Crisis

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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.

Best CX Initiative

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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.

Best Use of technology to revolutionise CX


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.

Excellence in Public Sector: The Citizen Experience

Public sector 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.

Best Employee Experience

EX winner



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.

Best CX Partner

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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.

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