{"id":56246,"date":"2023-11-10T10:04:52","date_gmt":"2023-11-09T23:04:52","guid":{"rendered":"https:\/\/ashtonmedia.com.au\/?page_id=56246"},"modified":"2025-03-07T14:50:02","modified_gmt":"2025-03-07T03:50:02","slug":"winners","status":"publish","type":"page","link":"https:\/\/ashtonmedia.com.au\/symposiums\/cx-awards\/winners\/","title":{"rendered":"Winners"},"content":{"rendered":"
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2025 Winners<\/h2>\n<\/p><\/div><\/div>\n
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\n \"CX\n <\/div>\n
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2025 WINNERS | 2022 WINNERS<\/a> | 2021 WINNERS<\/a> | 2020 WINNERS<\/a> | 2019 WINNERS<\/a> | 2018 WINNERS<\/a><\/p>\n<\/div>\n<\/section>\n

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\nBEST USE OF TECHNOLOGY TO REVOLUTIONISE CX<\/a><\/span>
\nCX RISING STAR OF THE YEAR<\/a><\/span>
\nCX TEAM OF THE YEAR<\/a><\/span>
\nBEST CX PARTNER (TECHNOLOGY OR ADVISORY)<\/a><\/span>
\nBEST USE OF CUSTOMER DATA AND INSIGHTS TO IMPROVE CX<\/a><\/span>
\nEXCELLENCE IN CUSTOMER SERVICE: ELEVATING CUSTOMER CARE<\/a><\/span>
\nBEST CX TRANSFORMATION<\/a><\/span>
\nBEST CX INITIATIVE<\/a><\/strong><\/span>
\nBEST INCLUSIVE CUSTOMER EXPERIENCE<\/a><\/span>
\nBEST EMPLOYEE EXPERIENCE INITIATIVE<\/a><\/span>
\nCX LEADER OF THE YEAR<\/a><\/strong><\/span>
\nEXCELLENCE IN PUBLIC SECTOR: THE CITIZEN EXPERIENCE<\/a><\/span><\/p>\n<\/div>\n<\/div>\n<\/section>\n

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Best Use of Technology to Revolutionise CX<\/h4>\n

Category sponsored by<\/p>\n

\"DATACOM\"<\/p>\n

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WINNER<\/strong><\/p>\n

Bare
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BARE – Using Technology to Unlock Human-Led Care<\/h5>\n
\n\"winner\"\n<\/div>\n

Bare makes one of life\u2019s 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.<\/p>\n<\/p><\/div>\n<\/div>\n

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CX Rising Star of the Year<\/h4>\n
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WINNER<\/strong><\/p>\n

Bupa Health Insurance<\/h4>\n
Kate Prunell, Customer Experience Manager, Bupa Health Insurance<\/h5>\n
\n\"CX\n<\/div>\n

Fostering a culture of collaboration and advocating for continuous improvement, Kate\u2019s 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.<\/p>\n<\/p><\/div>\n<\/div>\n

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CX Team of the year<\/h4>\n
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WINNER<\/strong><\/p>\n

JAX Tyres & Auto<\/h4>\n
JAX Tyres & Auto: Uniting 92 Franchisees to Drive Customer Excellence<\/h5>\n
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JAX Tyres & Auto’s CX team, spanning 92 franchisees, has embedded customer experience into the business\u2019s 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.\n<\/p>\n<\/p><\/div>\n<\/div>\n

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Best CX Partner (Technology or Advisory)<\/h4>\n
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WINNER<\/strong><\/p>\n

Kapiche<\/h4>\n
Proving the Value of CX: The $307,000 NPS Point at Reflections Holidays<\/h5>\n
\n\"CX\n<\/div>\n

Reflections Holidays used Kapiche\u2019s platform to connect NPS with revenue, discovering that a one-point increase in NPS was worth $307,000. By linking NPS with revenue, they\u2019ve empowered their teams to make strategic, data-driven decisions that save them substantial amounts of money while also improving the customer experience.<\/p>\n<\/div><\/div>\n

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Best Use of Customer Data and Insights to Improve CX<\/h4>\n
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WINNER<\/strong><\/p>\n

Milwaukee Tool<\/h4>\n
Milwaukee Tool Turns Customer Insights into Advocacy and Growth<\/h5>\n
\n\"Customer\n<\/div>\n

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.<\/p>\n<\/p><\/div>\n<\/div>\n

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Excellence in Customer Service: Elevating Customer Care<\/h4>\n
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WINNER<\/strong><\/p>\n

NZ Post<\/h4>\n
Beyond the Parcel: NZ Post\u2019s Journey to Customer Care Excellence<\/h5>\n
\n\"Excellence\n<\/div>\n

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.<\/p>\n<\/p><\/div>\n<\/div>\n

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Best CX Transformation<\/h4>\n
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WINNER<\/strong><\/p>\n

PEXA<\/h4>\n
PEXA’s CX Transformation: From Paper Trails to Driving Digital Change in Property Settlements<\/h5>\n
\n\"Best\n<\/div>\n

PEXA plays a pivotal role in the Aussie dream of home ownership, helping \u2018connect people to place\u2019. 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.<\/p>\n<\/div>\n<\/div>\n

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Best CX Initiative<\/h4>\n
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WINNER<\/strong><\/p>\n

St Vincent’s Care<\/h4>\n
Celebrating You Series (TV & Podcast) – Supporting Families in Navigate The Emotions Of Aged Care Decisions<\/h5>\n
\n\"Best\n<\/div>\n

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.<\/p>\n<\/div>\n<\/div>\n

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Best Inclusive Customer Experience<\/h4>\n
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WINNER<\/strong><\/p>\n

Services Australia<\/h4>\n
Services Australia’s Customer Experience Standard<\/h5>\n
\n\"Best\n<\/div>\n

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.<\/p>\n<\/p><\/div>\n<\/div>\n

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Best Employee Experience Initiative<\/h4>\n
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WINNER<\/strong><\/p>\n

St Vincent’s Care<\/h4>\n
Kindness Works For Us – Transforming Workforce Engagement<\/h5>\n
\n\"Best\n<\/div>\n

Kindness Works For Us is St Vincent\u2019s Care\u2019s 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.<\/p>\n<\/div>\n<\/div>\n

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CX Leader of the Year<\/h4>\n

Category sponsored by<\/p>\n

\"COVEO\"<\/p>\n

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WINNER<\/strong><\/p>\n

Samantha Ezra<\/h4>\n

CX CoE Lead Principal, Telstra<\/h4>\n

Sam, a passionate CX leader who is responsible for driving CX transformation at Telstra<\/h5>\n
\n\"CX\n<\/div>\n

Sam Ezra leads Telstra\u2019s CX Centre of Expertise and is the driving force behind Telstra\u2019s 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. <\/p>\n<\/p><\/div>\n<\/div>\n

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Excellence in Public Sector: The Citizen Experience<\/h4>\n
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WINNER<\/strong><\/p>\n

Wyndham City Council <\/h4>\n
Wyndham City Council Conversational Customer Service Chatbot<\/h5>\n
\n\"Excellence\n<\/div>\n

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.<\/p>\n<\/div>\n<\/div>\n<\/section>\n

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