2022 WINNER

legalsuper

legalsuper stitched together data to hyper-personalise member experiences and reduce costs across the business

In 2021, the legalsuper team turned the existing member experience on its head using customer data. With a digital-first approach, the team implemented data-led initiatives to make superannuation more personalised to its members, which resulted in enormous cost savings to the business.

The judges said that this entry showcased clear and tangible impacts demonstrated through uplifts in customer metrics while also generating cost savings for the business, and were impressed with how data was being used to help embed a customer first culture.

2022 WINNER

Suncorp

Geospatial CX innovation

Suncorp has brought new insurtech capability to the home insurance market, using geospatial imagery of Australian homes combined with sophisticated AI models to remove questions asked of customers online, and to reduce the amount of information contact centre consultants require of customers. This is an industry first in Australia.

The judges said that the winning entry in this category was both innovative and customer first, and was a great example of using technology to greatly simplify the customer experience and also drive better business outcomes.

2022 WINNER

Contact Energy

Billing Re-Imagined

By placing customers at the heart of every decision, Contact Energy re-imagined their billing experience and turned their customers’ largest pain point into an exceptional experience where their customers least expected it.

The judges said it was brilliant to see the winning entry make the most of such huge opportunity to delight the customers, and the impact and results speak for themselves.

2022 WINNER

JAX Tyres & Auto

JAX Tyres & Auto establishes itself as the most trusted brand in the tyre and auto market through marrying together the four voices in the business: customer, employee, franchisee, and partner

Building on the 2020 CX transformation, JAX Tyres & Auto takes on CX Transformation 2.0–establishing itself as the most trusted brand in the market through marrying together four voices in the business (customer, employee, franchisee, partner), drawing a direct link from CX and ROI, achieving record NPS and sales growth.

The judges were really impressed with this winning entry, commending the organisation for continuing their CX transformation and for having really embraced the importance of delivering to customer needs throughout the business.

2022 WINNER

Optus

Optus’ Digital CX Team | Working collaboratively to put our customers first.

Optus’ Digital CX Team, guided by a unique set of four CX Principles (it works, it’s simple, it’s personal, it’s exciting), engage and champion the customer across all of Optus Consumer and Business, and across all customer channels (physical, digital and omni), connecting customers to what matter most to them.

The judges said this entry was a brilliant example of a diverse, effective teamworking together to drive meaningful changes to customer experiences, and commended their work in embedding customer centricity into the organsation across all customer segments. .

2022 WINNER

Wink

Childcare Saver

Childcare Saver is actively supporting families offset the cost of childcare through everyday spending in an easily accessible and seamless environment.

There is no need for the customer to link their credit card making it completely frictionless and their cashbacks are instantly tracked, including separating cleared and pending funds on an easy to use dashboard. There are multiple check out options for accrued savings, including bank transfer, digital gift cards and retailer rewards.

Primary users can invite family and friends to use the program, feeding further savings into their individual accounts.

The judges said the winning entry clearly demonstrated a uniquely and positively impactful service with amazing outcomes.

2022 WINNER

Ayelet Mendel Girin

Group Head of CX, humm Group

Changing CX from the cultural core

Ayelet has done a fantastic job radically elevating the profile of Customer Experience at humm and across the industry. She lives and breathes CX and enthusiastically acts to inspire the industry to drive meaningful innovation and create magical moments for all customers.

The winning entry was a very compelling submission, with judges commending this person’s passion for driving CX outcomes and clear initiatives to transform the impact that CX can have on the business.

2022 WINNER

Intuit Australia

Intuit QuickBooks Online Australia – Customer Obsessed Service

Intuit QuickBooks Online’s approach to customer care is driven by a culture of customer obsession and employee confidence, which drives performance to back small businesses. Our human and digital connections meet customers where they are, on their time and on their platform of choice.

The judges congratulated the winning entry in this category on their strong approach to measuring performance and focusing on the areas needing improvement.

2022 WINNER

HSBC

HSBC Contact Centre’s In-Role Progression Model and Skill Map

HSBC’s Contact Centre delivered an In-Role Progression Programme and Skill Map to drive phased staff education, improved career progression pathways and more tailored customer support. It improved the staff onboarding experience, made new joiners operational more quickly whilst ensuring customers with complex needs were matched with more experienced staff members.

At a time where finding and keeping great talent is difficult, the judges were impressed with the winning entry’s initiative in boosting confidence and engagement in team members while impacting customers in a positive way.

2022 WINNER

Women’s and Children’s Hospital, South Australia

Child and Adolescent Virtual Urgent Care Service

The Child and Adolescent Virtual Urgent Care Service is a positive initiative that enables consumers to have first contact with a clinician at home and receive expert clinical advice on where to go for care and when. They can connect via their mobile, tablet or desktop device. .

The winner of this award has shown true ‘out of the box thinking’ to solve real customer problems in innovative ways using technology, piloting solutions and delivering a great customer experience when it mattered the most. Congratulations!