CGU, Bupa, Telstra and Inventium top Best Customer Experience Companies List

Companies were awarded for their efforts to become more customer-centric organisations in the first Best Customer Experience List awards presented by Fifth Quadrant

winner_podium.jpg

dreamstime

dreamstime_0
winner_podium.jpg dreamstime dreamstime_0

CGU Insurance, Bupa, Inventium and Telstra have received top honours in the first ever Best Customer Experience Companies List for Australia.

The winners of the inaugural Best Customer Experience Companies List were announced at an awards ceremony held in Sydney today. The list was developed and presented by customer engagement strategy consultancy, Fifth Quadrant, and supported by CMO and event sponsor, Oracle.

CGU Insurance was recognised as Australia’s Best CX Company 2014 and the top winner on the day based on three key components: The scale of the organisation’s customer experience initiatives as evaluated by the awards’ judging panel; votes in a poll of consumers; and the company’s adherence to the Fifth Quadrant CX Maturity Audit assessment.

The CX Maturity Audit assessment was undertaken via a questionnaire and encompassed 35 customer experience measures and attributes rolled up into seven areas of focus: CX management, human resources, sales and marketing, leadership, business strategy, customer data strategy and human-centred design. Entrants were also asked to provide customer-related data to support their submission.

The runners up for Best CX Company for 2014 were innovation training provider, Inventium; Sydney restaurant, Red Lantern; and Virgin Mobile Australia.

Check out the full pictorial highlights of the inaugural Best CX Companies List

Inventium also received the Best CX Organisational Leadership Award for its efforts around customer experience, honours that stemmed from the group’s strong score in Fifth Quadrant’s CX Maturity Audit assessment.

Also shining on the day was health insurance provider, Bupa, which was awarded the Best CX Leading Initiatives award in recognition of its efforts to transform into a customer-centric organisation. This award was judged by a panel including representatives from Fifth Quadrant, CMO and Oracle, and based on the benefits and results of two customer experience initiatives in the last 12 months.

The CX awards also recognised the efforts of a number of companies to drive new levels of customer engagement in specific verticals. Winners were those who gained the highest mentions in the poll of 2500 consumers.

The poll asked consumers to nominate up to five organisations they felt provided them with amazing customer experience in Australia across six main industry sectors. Organisations with the highest mentions in each industry sector won the award.

The company with the highest mention across the board was Telstra, which was recognised with the Best CX Company People’s Choice Award.

Other vertical winners were:

  • Australia’s Best CX Company People’s Choice 2014: Telstra
  • Best CX Company People’s Choice Finance, Banking and Insurance: CBA
  • Best CX Company People’s Choice Telco, Paid Media and Internet providers: Telstra
  • Best CX Company people’s Choice Human and Animal Health: RSPCA
  • Best CX Company People’s Choice Government and Education: TAFE
  • Best CX Company People’s Choice Retail and Wholesale: Coles
  • Best CX Company People's Choice Utilities: AGL

Fifth Quadrant CEO, Dr Catriona Wallace, said customer experience is a mega trend driving organisational transformation at the highest level. According to a recent survey conducted by the consultancy group, Australian consumers are prepared to pay 14 per cent more for good, consistent customer experience, and nine in 10 will switch to a competing brand because of poor experience.

In addition, organisations lacking a robust CX strategy churn customers and have higher costs, she said.

“Great progress has been made by board and c-level executives, yet there’s no comprehensive process recognising CX leadership, capabilities and maturity,” Dr Wallace said.

“The Best Customer Experience Companies List is a great opportunity for organisations from all sectors of industry, including the public, private and third sectors, to demonstrate their excellence in providing consumers with a fantastic, compelling, market-leading customer experience, which ultimately benefits their brand and overall ability to prosper.”

Oracle general manager of commercial, Thomas Fikentscher, said the vendor was pleased to partner on the list and congratulated the winners.

“Digital disruption is forcing every organisation to rethink their customer engagement models and technology is a key enabler for new customer experience strategies, that’s why Oracle is a proud supporter of this initiative,” he said.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Signup to CMO’s email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Brand management starts with management

As the world continues to grow and evolve, it’s more important than ever to build a strong brand that articulates your message clearly and consistently, stands out against the noise, and develops relevance with the people that matter. This makes managing your brand a key component to gaining cut-through and ultimately business success.

Dan Ratner

managing director, Uberbrand

Disrupting marketing as we know it

Call it digital disruption or the fourth industrial revolution, our rapidly evolving environment is affecting consumer perceptions, purchase behaviours and the way they consume information and products.

Jean-Luc Ambrosi

Author, marketer

Should your disclaimer become your headline?

To avoid misleading customers, or simply through fear of legal backlash, advertising has evolved to hide the potential shortcomings of an offer in its disclaimer.

Sam Tatam

Head of behavioural science, OgilvyChange Australia

Very interesting article which touches on the importance of a feedback loop fuelled by customer and market insights. Ideally this scenari...

Andrew Reid

Building customer insights in the data and digital age

Read more

Very very good piece- very novel and innovative and very possibly- effective - way to look at one's communication headlines!

Patrick Dsouza

Should your disclaimer become your headline? - Brand science - CMO Australia

Read more

Excellent post Rob, Mobile app users are growing day by day. Everyday lots of apps are launched in the market but not every app retains t...

Marcus Miller

Why app engagement must be personalised - Mobile strategy - CMO Australia

Read more

very informative blog. I really like the information given in this blog.http://gng.com.au/

Gajanand Choudhary

The evolving role of the CMO - The CMO view - CMO Australia

Read more

It is true That’s the new read following up Deloitte Digital's Digital disruption - Short Fuse, blowup analysis series, that appearance t...

miller645645@mail.ru

Digital disruption about to impact health, education sectors

Read more

Latest Podcast

More podcasts

Sign in