Best Use of Technology to
Revolutionise CX

Category sponsored by Datacom

Bare
Using Technology to Unlock Human-Led Care

Cotton On
Mobi Technology Transforms Fitting Room Experience at Cotton On

Endeavour Group
Endeavour Group – ALH Hotels pub+ app and loyalty program

Intuit Quickbooks
Listen, Learn, and Save: Intuit QuickBooks’ CX Retention Initiative That Harnessed the Power of Conversational AI for Personalised and Empathetic Solutions

Nespresso
Nespresso ANZ Contact Centre Digital Optimisation 2024

Suncorp
Leveraging Gen AI to efficiently provide our people information to drive better customers experiences

Best CX
Transformation

Aesop
Redefining Retail: Aesop’s Global CX Transformation for a Customer-Centric Future

Alinta Energy
Best CX Transformation Nomination

PEXA
PEXA’s CX Transformation: From Paper Trails to Driving Digital Change in Property Settlements

Specsavers
Visionary CX Transformation: How Specsavers’ Customer-Centric Transformation is Redefining Retail Excellence

Suncorp (Insurance Australia)
Unlocking CX Excellence Through Digitally Empowered Transformation

Webjet Group
Redefining Customer Experience: Webjet Group’s Journey to Customer Obsession

Best CX Initiative

Cricket Australia
Reimagining Fan Experience: Real-Time Feedback in Test Cricket

Feros Care
Feros Care Sailors Virtual Cruise

JAX Tyres & Auto
Turning the Tide: From Passives to Promoters at JAX Tyres & Auto

McDonald’s Australia
Fast Food, Faster Feedback: McDonald’s 96% Faster Feedback Loop Driving Higher Loyalty and Revenue

Optus
Optus eSIM Network Trial

Optus
VoX – A mobile app connecting employees to the customer experience

St Vincents Care
Celebrating You Series (TV & Podcast) – Supporting Families in Navigate The Emotions Of Aged Care Decisions

CX Team of the year

Australian Ethical
Unifying innovation: the Team driving Australian Ethical’s seamless Join experience

IRESS
Global Collaboration, Local Impact: How Iress’s CX Team Transformed Customer Experience in Just One Year

JAX Tyres & Auto
JAX Tyres & Auto: Uniting 92 Franchisees to Drive Customer Excellence

Mirvac
Go Beyond: creating an enterprise-approach to deliver the best customer experience

Services Australia
Strategic Design, Business and Customer Architecture

Telstra
Picture this: a team of six CX enthusiasts on a mission to shake things up at Telstra.

Best CX Partner (Technology or Advisory)

G8 Education & Wink
Transforming lives: How Team Saver and Childcare Saver enhance customer experience

InMoment
Reimagining Customer Experience by Amplifying the Silent Majority and Redefining ROI

Kapiche
Proving the Value of CX: The $307,000 NPS Point at Reflections Holidays

Medallia
Linking operational data to real-time feedback to drive action

Qualtrics
Understand customers and employees. Act when it counts.

Thematic
Turning Crisis into Opportunity: Watercare’s CX Transformation Powered by Thematic AI

Best Use of Customer Data and Insights to Improve CX

AustralianSuper
AustralianSuper Pre-Complaints

Queensland Department of Transport and Main Roads
Transport Talk: putting the voice of our Queensland customers at the centre of everything we do

City of Sydney
From Likes to Impact: City of Sydney’s Social Media Metamorphosis

HotDoc
Prioritising What Matters: How HotDoc CX Transformed Bulk Billing Compliance in Australia

Milwaukee Tool
Milwaukee Tool Turns Customer Insights into Advocacy and Growth

Westpac New Zealand
Growing insights capability through a Voice of Customer programme transformation

BEST INCLUSIVE CUSTOMER EXPERIENCE

Mirvac
Creating and curating inclusive places for all Australians

Services Australia
Services Australia’s Customer Experience Standard

Best Employee Experience Initiative

Anglicare Sydney
Connect, Anglicare’s new intranet

Dulux
Walking in the shoes of our customers: Revitalising empathy at Dulux

Optus
Hello@CRT

St Vincent’s Care
Kindness Works For Us – Transforming Workforce Engagement

Suncorp
Empowering our People for great customer interactions

Telstra
Engaging our people and enabling them to make a difference.

Excellence in Public Sector:
The Citizen Experience

Chisholm Institute of TAFE
Chisholm: adapting and responding to feedback = uplift in student satisfaction

City of Sydney
Community Venues Wi-Fi at the City of Sydney

City of Sydney Council
CityConnect Ecosystem

Revenue NSW
Transforming the Revenue NSW payroll tax website to improve the CX for tax professionals and better supporting the NSW Government

Transport for NSW (TfNSW)
Park&Ride real-time information

Wyndham City Council
Wyndham City Council Conversational Customer Service Chatbot

Excellence in Customer Service: Elevating Customer Care

Australian Ethical
Empowering ethical excellence: Australian Ethical’s customer services transformation

Intuit QuickBooks
Intuit QuickBooks’ Journey to Elevating Customer Care for Accountants

NZ Post
Beyond the Parcel: NZ Post’s Journey to Customer Care Excellence

Optus Wholesale and Satellite [OW]
Elevated, Proactive, Personalised, Innovative And Genuine ‘WE CARE AT ALL TIMES’

Rest
Elevating Customer care through Simplicity

Synergy
Ignite Excellence in Service Innovation: The journey from transactional to transformational customer experience.