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Best Use of Technology to Revolutionise CX
Category sponsored by
WINNER
Bare
BARE – Using Technology to Unlock Human-Led Care
Bare makes one of life’s hardest times that little bit easier by combining technology and human-led care. Tools like our NOK platform, in what we believe is an industry first tool, allows families to plan dignified and affordable funeral arrangements from home while providing compassionate care for the living.
CX Rising Star of the Year
WINNER
Bupa Health Insurance
Kate Prunell, Customer Experience Manager, Bupa Health Insurance
Fostering a culture of collaboration and advocating for continuous improvement, Kate’s commitment to turning insights into action has delivered both foundational and transformative change. From delivering additional value to ensuring we get the basics right every time, her passion for customer has and will have a lasting impact.
CX Team of the year
WINNER
JAX Tyres & Auto
JAX Tyres & Auto: Uniting 92 Franchisees to Drive Customer Excellence
JAX Tyres & Auto’s CX team, spanning 92 franchisees, has embedded customer experience into the business’s DNA. Through AI-powered text analytics, personalised customer journeys, and the “You Said, We Did” initiative, the team has driven CX excellence, boosting NPS and delivering significant business growth.
Best CX Partner (Technology or Advisory)
WINNER
Kapiche
Proving the Value of CX: The $307,000 NPS Point at Reflections Holidays
Reflections Holidays used Kapiche’s platform to connect NPS with revenue, discovering that a one-point increase in NPS was worth $307,000. By linking NPS with revenue, they’ve empowered their teams to make strategic, data-driven decisions that save them substantial amounts of money while also improving the customer experience.
Best Use of Customer Data and Insights to Improve CX
WINNER
Milwaukee Tool
Milwaukee Tool Turns Customer Insights into Advocacy and Growth
Milwaukee Tool revolutionized CX by harnessing data from their distribution partners, turning insights into action. Through tailored strategies, they boosted NPS by 13 points in Australia and over 43 in New Zealand, driving advocacy, loyalty, and long-term growth in the B2B space.
Excellence in Customer Service: Elevating Customer Care
WINNER
NZ Post
Beyond the Parcel: NZ Post’s Journey to Customer Care Excellence
NZ Post’s customer care transformation has achieved peak NPS, enhanced employee engagement, and delivered high-quality results through innovative onboarding, digital-human integration, and a focus on continuous development. This holistic approach has not only elevated customer satisfaction but also driven organisational excellence, setting a new industry standard.
Best CX Transformation
WINNER
PEXA
PEXA’s CX Transformation: From Paper Trails to Driving Digital Change in Property Settlements
PEXA plays a pivotal role in the Aussie dream of home ownership, helping ‘connect people to place’. Over the past 5-years PEXA has embraced a CX-first strategy to revolutionise the property settlement experience, by evolving feedback collection, implementing AI-driven insights, enhancing the PEXA Platform and transforming support services and channels.
Best CX Initiative
WINNER
St Vincent’s Care
Celebrating You Series (TV & Podcast) – Supporting Families in Navigate The Emotions Of Aged Care Decisions
Celebrating You is a groundbreaking video and podcast series that supports residents and families in navigating the emotional journey of ageing. Through personal stories and expert insights, the series shifts the conversation about aged care and those who live and work within it.
Best Inclusive Customer Experience
WINNER
Services Australia
Services Australia’s Customer Experience Standard
Services Australia has set an ambitious direction to deliver world class government services. With a strong focus on improving the customer experience, we developed a Customer Experience (CX) Standard, inclusive of 7 Experience Design Principles, to enable the delivery of inclusive and customer-centric policies and services.
Best Employee Experience Initiative
WINNER
St Vincent’s Care
Kindness Works For Us – Transforming Workforce Engagement
Kindness Works For Us is St Vincent’s Care’s employee engagement program focused on recognition, kindness, and connection. It has significantly improved staff retention, satisfaction, and the quality of care provided to residents by fostering a positive, engaged workforce.
CX Leader of the Year
Category sponsored by
WINNER
Samantha Ezra
CX CoE Lead Principal, Telstra
Sam, a passionate CX leader who is responsible for driving CX transformation at Telstra
Sam Ezra leads Telstra’s CX Centre of Expertise and is the driving force behind Telstra’s approach to customer experience at scale. She identifies and spearheads a myriad of cx initiatives that help to define our strategy, set our standards and build our culture.
Excellence in Public Sector: The Citizen Experience
WINNER
Wyndham City Council
Wyndham City Council Conversational Customer Service Chatbot
TWyndham City Council, Australia’s fastest-growing council, implemented an AI chatbot that resolves 70% of citizen queries with 90% accuracy. This 24/7 service enables sustainable growth in customer service delivery without increasing resources, while maintaining high-quality personalised support for their 290,000 residents.