2016 Excellence in Customer Experience Awards Winners Announced

2016 Excellence in Customer Experience Awards Winners Announced

by September 16, 2016
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CEM Asia & CX Network congratulates all winners of the 2016 Excellence in Customer Experience Awards, which were announced during the awards gala dinner on 6 September 2016 at the 4th Customer Experience Management Asia Summit.

“In our second year, we received a record-breaking 85 entries across 7 awards categories,” said Ann Liu, Awards Director at CEM Asia. “As customer expectations in the region continue to increase and evolve, Asia’s organisations are becoming more creative and attentive in their delivery of great customer experience. We thank all of our entrants for sharing their journey with us and the judges for their support.”

The winners of the 2016 Excellence in Customer Experience Awards are

customer-experience-awards

 

Best Customer Experience Award

best-customer-experience-award-ocbc

Winner: OCBC Bank

Winner: OCBC Bank
Winner: Singtel
1st Runner-up: Singapore Post Limited
2nd Runner-up: Philippine Savings Bank (PSBank)
Honorary Mention: Ping’an Group
Honorary Mention: DBS Bank Singapore
Honorary Mention: MEASAT Broadcast Network Systems Sdn Bhd
Honorary Mention: ZALORA

Best Customer Experience Team

best-customer-experience-team-orchard-turn-developments-pte-ltd

Winner: Orchard Turn Developments Pte Ltd

Winner: Orchard Turn Developments Pte Ltd
1st Runner-up: Marina Bay Sands Pte Ltd
2nd Runner-up: OCBC Bank
Honorary Mention: Philippine Savings Bank (PSBank)
Honorary Mention: Singapore Post Limited

Best Contact Centre

best-contact-centre-singtel

Winner: Singtel

Winner: Singtel
1st Runner-up : DBS Bank Hong Kong & DBS Bank Singapore
2nd Runner-up: ZALORA
2nd Runner-up: SP Services Ltd
2nd Runner-up: Australia and New Zealand Banking Group Limited – Singapore
Honorary Mention: Viettel Group Vietnam

Best Social Media Strategy

best-social-media-strategy-hp

Winner: HP Customer Support APJ Contact Center

Winner: HP Customer Support APJ Contact Center
1st Runner-up: DBS Bank Singapore
2nd Runner-up: Dell Technologies
Honorary Mention: Berjaya Starbucks Coffee Company Sdn Bhd

Best Digital Experience

Winner: ZALORA

Winner: ZALORA

Winner: ZALORA
1st Runner-up: DBS Bank Hong Kong
1st Runner-up: DBS Bank Singapore
2nd Runner-up: Dialog Axiata PLC
Honorary Mention: PwC China/Hong Kong
Honorary Mention: OCBC Bank

Best use of CEM Technology
Winner: Singtel
1st Runner-up: EdgeVerve Systems Limited (an Infosys company)
2nd Runner-up: Potentiate Sdn Bhd
2nd Runner-up: ZALORA
Honorary Mention: DBS Bank Singapore
Honorary Mention: Dialog Axiata PLC

Best Employee Engagement

best-employee-engagement-dbs

Winner: DBS Bank Singapore

Winner: DBS Bank Singapore
1st Runner up: Singtel
2nd Runner up: Measat Broadcast Network Systems Sdn Bhd
Honorary Mention: Berjaya Starbucks Coffee Company Sdn Bhd
Honorary Mention: Dialog Axiata PLC

 

Speaking after receiving the award for ‘Best Customer Experience Team’, Chris Choong, CEO at Orchard Turn Retail Investment Pte Ltd said, “Service excellence has always been at the forefront of all that we do at ION Orchard. We believe in creating a differentiated experience, one that puts our shoppers at the heart of what we do, engaging and delighting them from the minute they step into our mall. This award for ‘Best Customer Experience Team’ is an affirmation that we are staying the course and a testimony to the efforts of all our front-line teams, especially our Concierge and the ION Officers. It will spur us on to continue in our service excellence journey.”

 

Kalpesh ParmarThis year, the top award of the evening, ‘Best Customer Experience’ went to both OCBC Bank and Singtel. Kalpesh Parmar, the Director of Customer Collaboration at Unilever and one of the judges for this award said, “Both organisations’ entries were exceptional. It was difficult to simply choose one – so we went with two equally deserving winners: OCBC step-changed banking for the younger generation and had a brilliant program in engaging their customers through multiple channels while Singtel adopted a holistic customer framework that offers robust end-to-end customer experience.”

 

Ann Liu, Awards Director at CEM Asia, reaffirmed the strength of this year’s entries, “The judges had to deliberate long and hard when it comes to selecting the winners and in some cases, we see the slimmest of margins. All shortlisted participants and winners should be very proud of their achievements. Entries for the 2017 edition of the awards are expected to open next May and we look forward to an even more exciting and competitive affair next year.”

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