The Winner Spotlight series features video interviews with CX Awards winners, sharing insights, inspirations, and stories from their incredible entries.

You won Best CX Initiative of the Year at The CX Awards 2023. How does it feel 6 months on from the lifting the trophy at the awards ceremony? 

Claire: It still feels amazing. I’m super proud of the team at Contact for winning this award because the customer led approach that we took to reimagining our customers billing was so different to what we normally would do. It required a lot of openness and collaboration from everyone in the team and we had some really hard lessons along the way, but we learned a lot, so it was amazing to take home the win to New Zealand and celebrate all that hard work.

Can you share a little bit about the initiative that scored you the win?

Claire: So ‘Billing Re-Imagined’ was all about turning our customers’ biggest pain point, which was understanding their bill, into a positive point of differentiation for Contact Energy.
We started our work by focusing on our customers’ problem rather than the technical limitations, which is the approach that had been taken in the past, and from that starting point, redesigned our billing processes and communications end to end with a cross functional dream team..

Can you share a little about the impact of this initiative and how you demonstrated this in your entry? 

Claire: When Scott was working on ‘Billing Re-Imagined’, I often had to update sponsors or bring new stakeholders or team members on board. And the fastest way to bring our customers pain to life was to share billing calls and encourage call listening. So this was the exact same approach I took in our best CX initiative entry. We’ve seen some heartwarming and pretty wonderful results from this initiative, including a reduction in billing calls, an increase in NPS and probably the thing I’m the most proud of is a massive shift in our digital interactions channel share.
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What advice would you give to anyone thinking about entering this year?

Claire: It’s a great opportunity to see how you match up with other organisations that are prioritising customer experience and it’s wonderful learning opportunity if you decide to join and attend the CX conference.

The CX awards are the ultimate accolade to benchmark and recognise CX excellence in the ANZ region. Judged by an esteemed panel of your CX peers, the CX Awards go one step further in trying to differentiate the very best leaders, teams, strategies and innovations..