2019 Awards, Spanning 12 Categories, 245 Entries
27 September 2019, Singapore – CX Asia & CX Network congratulates all winners of the 2019 Customer Experience Asia Excellence Awards, which were announced during the awards gala dinner on 24 September at the 7th Customer Experience Asia Week.
“We are thrilled to welcome record-breaking participation from 148 companies this year compared to 71 companies in 2018. This has also translated to the most competitive year since the inauguration of the Awards four years ago”, said Ms. Nadia Kim, Awards Director at CX Asia. “We thank all participants for sharing their CX milestones with us and the judges for their support.”
The winners of the 2019 Customer Experience Excellence Awards are:
Best Brand Experience 2019
GOLD: Sunway Pyramid
SILVER: AXA Affin Life Insurance Berhad
BRONZE: Metrobank Card Corporation
HONORARY MENTION: Etiqa Insurance & Takaful
HONORARY MENTION: Hilton
Best Social Media Experience 2019
GOLD: HP Inc. CS APJ Care Center
SILVER: HP APJ Quality and Customer Assurance, Infrastructure Transformation
BRONZE: Philippine Savings Bank
HONORARY MENTION: Dell Technologies Services – Social Media Support
HONORARY MENTION: Ocean Network Express Pte Ltd
Best Contact Centre 2019
GOLD: DBS Bank
SILVER: SingTel & NCS
BRONZE: Volkswagen Group Australia
HONORARY MENTION: Advanced Contact Centre Co., Ltd
HONORARY MENTION: Maybank
Best Use of CX Technology 2019
GOLD: Ant Financial – Customer Service & Protection Department
SILVER: The Iyo Bank, Ltd.
BRONZE: Asia Miles Limited
HONORARY MENTION: AirAsia Berhad
HONORARY MENTION: Inchcape Singapore
Best Omni-Channel Experience 2019
GOLD: The 1 Central (Limited)
SILVER: Tokopedia
BRONZE: AXA Hong Kong and Macau
HONORARY MENTION: Grab Taxi (Indonesia) Co., Ltd
CX Vendor Excellence 2019
GOLD: Accenture Interactive ASEAN
SILVER: Tata Communications International
BRONZE: Freshworks
HONORARY MENTION: Everise
Best Use of Mobile 2019
GOLD: Grab Taxi (Thailand) Co., Ltd
SILVER: AsiaHawala and Comviva
BRONZE: DBS Bank (Hong Kong) Limited
HONORARY MENTION: MSIG Insurance (Hong Kong) Limited
HONORARY MENTION: OCTO by CIMB Bank Philippines
HONORARY MENTION: TrueYou
Best Customer Experience Team 2019
GOLD: RHB
SILVER: Philippines Savings Bank (PSBank)
BRONZE: DHL Express (Malaysia) Sdn Bhd
HONORARY MENTIONS: Etiqa Insurance & Takaful
HONORARY MENTIONS: UEM Sunrise Berhad
HONORARY MENTIONS: Young Living Malaysia Sdn Bhd
Best Employee Engagement 2019
GOLD: DHL Express (Malaysia) Sdn Bhd
SILVER: Celcom Axiata Berhad
BRONZE: DBS Bank
HONORARY MENTION: Philippine Savings Bank
HONORARY MENTION: United Overseas Bank
Best CX Personality 2019
WINNER: Adam Geneave, Chief Customer Happiness Officer, Air Asia
CX Rockstar: Asma Binti Muhammad Bakhtiar, Head, Customer Experience Strategy & Transformation, Etiqa Insurance & Takaful
CX Rockstar: Eman Al Suwaidi, Senior Director – Dubai Model Centre, The General Secretariat of the Executive Council of Dubai
Best Digital Experience 2019
GOLD: Philippine Savings Bank
SILVER: AsiaHawala and Comviva
BRONZE: CIMB Bank Berhad
HONORARY MENTION: Daimler South East Asia
HONORARY MENTION: Goibibo
Best Customer Experience 2019
GOLD: Philippine Savings Bank (PSBank)
SILVER: DBS Bank
BRONZE: SingTel & NCS
HONORARY MENTION: Advanced Info. Services (AIS)
HONORARY MENTION: Celcom Axiata Berhad
HONORARY MENTION: CIMB Group Holdings Berhad
HONORARY MENTION: The Iyo Bank, Ltd.
The awards this year welcomed a number of first-time participants who went on to win some of the night’s biggest awards. Grab Taxi (Thailand) Co., Ltd was awarded Gold for Best Use of Mobile 2019. The judges commended them on the development of an all-in-one super app that showcased a future-forward scalable mobile ecosystem”. Similarly, a first for the 1 Central (Limited), they were unanimously awarded Best Omni-Channel Experience 2019 for their work on delivering a seamless omni-shopping experience that cuts across retail, mobile and voice.
The ‘Best Customer Experience Team’ was awarded to RHB. Their entry demonstrated “how a holistic integration of CX can and should be done - from setting up good processes to driving organizational-wide awareness and transformation”.
The most anticipated award of the evening, ‘Best Customer Experience 2019’ went to Philippine Savings Bank. With a total of 48 submissions, Phillippine Savings Bank edged out all competition. Troy Barnes, the head judge of the 2019 awards gave his input, “Philippine Savings Bank’s commitment to implementing CX as a core organisational strategy was exceptional. They submitted a detailed entry demonstrating clearly how they placed customers at the centre of every organisation’s decision and strategy”
Another highlight of the evening was the presentation of the Best CX Personality 2019. Adam Geneave, Chief Customer Happiness Officer at AirAsia, had the majority vote. “Under Adam’s leadership, AirAsia embarked on a series of high-impact CX initiatives with impressive results across customer satisfaction, performance improvements and culture transformation”.
Nadia Kim, Awards Director at CX Asia, concluded the night by congratulating all participants, “This year’s entries are exceptional – all participants should be very proud of their achievements. We are amongst the best so again, congratulations to all winners! Entries for the 2020 awards are expected to open next March and we look forward to an even more exciting and competitive affair!”
About the Awards
The Excellence in Customer Experience Awards is born out of a simple vision; to create an event honouring the highest level of achievement in customer experience across the Asian community. Presented at our flagship Customer Experience Asia Summit, the Awards pays tribute to teams, organisations and role models that lead the way.
For more information about the 2019 awards and winners, visit www.customerexperienceasia.com
