CX Awards logo

2023 Shortlist

Best Use of technology to
revolutionise CX

Category sponsored by Datacom

Datacom logo

ANZ Plus onboarding experience

Journey Beyond
Journey Beyond Leverages the Cloud to Enhance the Customer Experience

MECCA Brands
MECCA’s Personalised Product Edits: A real-time AI-driven edit tailored to you

MOCA: Adaptive Online Chat Assistant

Optus SubHub

Suncorp Group
AAMI Driver Rewards

Sydney Metro
Sydney Metro Virtual Reality Customer Centred Design Program

Sydney Opera House
Sydney Opera House: Providing an exceptional, accessible, online cultural experience with one of Australia’s most iconic brands

Best CX Transformation

Category sponsored by InMoment

InMoment logo

Bank of Queensland
Bank of Queensland’s Customer Experience Transformation: Driving Customer-Centricity and Business Success

Cancer Council NSW
Cancer Council NSW – transforming service delivery for people affected by cancer

Contact Energy New Zealand
End to End Customer Journeys

Legalsuper Uses Data & Technology to Fuel CX Transformation

MECCA Brands
Customer-Centric Excellence: MECCA Brands’ CX Transformation Journey

Southern Cross Health Society
Putting customers at the heart of Southern Cross

Suncorp Group
Suncorp’s Customer-Centric Revolution: Achieving Market Dominance through CX Transformation

Winc’s CX Transformation Story

Best CX Initiative

Category sponsored by Act XM

ACT Xm logo

Bank of New Zealand
Bank of New Zealand Finds a Better Way to Manage Mortgages With MyProperty

The MicroMoment Revolution – Bupa

Charles Darwin University
Charles Darwin University: Your Voice Student Network

HSBC’s International Onboarding Journey

Chatbot – Making shopping at Kmart easier 24/7 for Customers

New Zealand Post
New Zealand Post Revolutionises Customer Experience through the Soft Plastic Recycling Scheme

Officeworks ‘I’m On My Way’

Optus SubHub

CX Team of the year

Category sponsored by SCC Talent

SCC Talent logo

Downer New Zealand
Driving CX Excellence through Passionate Collaboration: Downer NZ’s Exceptional CX Team

Small but mighty CX team that punches well above it’s weight

Bringing it all together – Kmart’s integrated CX function

New Zealand Post
A Passionate CX Team at New Zealand Post

Delivering exceptional CX at R.M.Williams

Royal Automobile Club of WA (RAC)
Reinventing Research: How RAC’s in-house research team is championing a member centred transformation through an innovative approach to elevating the voice of their members

Best CX Partner (Technology or Advisory)

Category sponsored by The Research Society

The Research Society logo

Cérge changes lives

Decision Design
Decision Design – a specialist behaviour team who use SCIENCE for OUTCOMES

InMoment’s Integrated Approach to Transforming Experiences and Driving ROI

CX Strategy Transformation in Public Sector

Medallia – the CX Partner of choice for modern enterprises

Qualtrics – Making Business More Human

Tackling Customer Churn Differently

Scale or fail: Building an infinite customer feedback loop with AI

Best Use of Customer Data and Insights to Improve CX

Category sponsored by Thematic

Thematic logo

Member Engagement Drives AustralianSuper Digital Success

How data and science drive our CX revolution – Bupa

City of Port Phillip
Leveraging Customer Data in a Local Council Environment

A light year leap in customer data and insights capability

HSBC’s Customer Lifecycle Management Program

Using data to help prevent vulnerable customers from being scammed

nib Group
Speech analytics: Blending customer data and AI-driven call insights to increase member retention

Revolutionising Customer Experience through Data-Driven Insights: Winc’s Journey

CX Leader of the year

Angelo Azar, Chief Operating Officer, Honey Insurance

Avryl Zangalis, Senior Manager Service Delivery, CPA Australia

Damian Madden, Director of Consumer Experience and Digital Transformation, Pernod Ricard Winemakers

Deborah Ruka, Head of Operations, Oporto

Nicole Shepherd, Customer Experience Product Lead, BIG W

Venita Burton, Retail EX & CX Lead, Z Energy

Rising Star of The Year

Joshua Cunningham, Technical Support Team Lead, triSearch

Mai-Tran Tran, Service Designer, Pernod Ricard Winemaker

Mason Conway, Continuous Improvement Specialist, KMart

Tessa Hoffman, Customer Insights Specialist, NZ Post


Australian Ethical
Ethics in action: Australian Ethical’s commitment to supporting vulnerable Members

Greenvolt Comunidades
Greenvolt Comunidades – Clean & Cheaper Energy, for Everyone

Building a foundation of inclusive centred design

Best Employee Experience Initiative

Downer New Zealand
Transforming Onboarding: Enhancing Employee Experience for Exceptional Customer Results with Downer New Zealand

Judo Bank
Judo Bank’s groundbreaking approach to employee listening

Walking in the shoes of our Customers

Mercury NZ
Mercury’s Design Thinking Toolkit

Optus Wholesale – Best Employee Experience (Ashton Media CX Award Submission)

Excellence in Public Sector:
The Citizen Experience

Australian Government: Department of ITRDCA
National Relay Service

City of Sydney
3D Virtual Tours – Transforming the venue booking journey

City of Sydney

City of Sydney Council
CIAM – Customer Identity Access Management – Streamlining the login experience for community members

Department of Customer Service
Department of Customer Service Social Media team: Optus Breach response

Insurance & Care NSW
Redesigning and improving the experiences of workers impacted by Dust disease

NSW Department of Communities and Justice
Journey on Home

NSW Department of Customer Service
OneCX Program – Transforming the digital experience of NSW Government

Excellence in Customer Service: Elevating Customer Care

CPA Australia
CPA Australia

KMart – “There for ours customers how and when they choose”.

Optus Wholesale – Elevating Customer Care (Ashton Media CX Award Submission)

Rest Super
The Rest Promise

UNICEF Australia
Elevating Supporter Care: Unleashing the Power of CX at UNICEF Australia

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