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

​ It’s time to walk the walk and get creative about data

Why do people still treat data and creativity as if they are two separate streams, running in parallel but never quite meeting?

Jason Dooris

CEO and founder, Atomic 212

Tapping behavioural science for consumer influence

We know full well the business we’re in as marketers is really the business of choice. But recent discoveries from behavioural science are leading to a psychological revolution that challenges many of the accepted models of how communication, creativity and advertising influence a consumer’s preferences.

Kyle Ross

Account director, TRP

10 ways of changing your culture through self-awareness

Did you hear about the manager who always shot the messenger whenever they brought bad news? He eventually stopped hearing bad news. Unfortunately for him, this wasn’t because there was none to report.

Steve Glaveski

Co-founder, Collective Campus

There are lots of feature of microsoft dynamics crm by using these features you can grow your businesses. Some of them is lead management...

Dynamics Square

How Port Container Services is finetuning lead management with CRM

Read more

Agreed. I see the opposite problem quite often where people are tasked in an organisation just with "be creative" - thus offering no boun...

Dr Fiona Kerr

The great debate: Is data killing creativity?

Read more

By far, this is the best article I've come across so far that has a relevant information regarding the future of marketing. Although the ...

Jayden Chu

​Six ways to prepare for the future of digital marketing

Read more

These are some good ideas. You didn't touch on the overarching goals and results of brand loyalty. This article does a good job at provid...

hgsupport

Four ways to use social media to boost customer loyalty

Read more

This read like a PR PLUG for the agency. Very flowery language for the agency and very little details about the deal or the project.

Digital_Marketer

Why Tourism Victoria decided to go agile

Read more

Latest Podcast

More podcasts

Sign in