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Australia’s 2014 Best Customer Experience Companies Named

Announcement posted by Fifth Quadrant 05 Dec 2014

Telstra, Coles, CGU Insurance, Bupa, CBA, TAFE, RSPCA, AGL and Inventium Win Inaugural Best Customer Experience Companies List 2014
CGU Insurance, Bupa, CBA, Coles, RSPCA and AGL are among those organisations which provide the best customer experience in Australia.
 
That’s according to the inaugural Best Customer Experience* Companies List 2014 announced in Sydney today.
 
Presented by Fifth Quadrant, Australia’s largest customer experience strategy, design, innovation and research consultancy, and Flamingo, an Australian customer experience co-creation and analytics software company, in partnership with Oracle and CMO Magazine, the annual list gives national recognition to effective, leading customer experience (CX) organisations in Australia.
 
The awards were announced following an extensive process which involved a judging panel of distinguished industry professionals and participation from consumers through online voting.   Entries were evaluated utilising a rigorous and propriety framework, the Customer Experience Strategy Maturity Assessment Framework, to ensure that the assessment process was robust and objective.
 
The key attributes of the Customer Experience Strategy Maturity Assessment Framework detail what are considered to be the characteristics and attributes of mature and highly effective customer experience focused organisations that deliver positive business outcomes and improve the lives of their customers.
 
Organisations were required to demonstrate their achievements across the key areas of business strategy, leadership, customer experience management, customer data strategy, human resources, human centered design, sales and marketing.  In addition to completing the Customer Experience Strategy Maturity Assessment tool, organisations were also required to provide customer satisfaction related data to support their submission.
 
CGU Insurance won Australia's Best CX Company Award for 2014 while Bupa Australia took home the 2014 Best CX Leading CX Initiatives award and Inventium was honoured with the 2014 Best CX Organisational Leadership Award.
 
Several People’s Choice awards were included following a poll of 2,500 consumers who were asked to nominate up to five organisations that they felt provided them with an amazing customer experience in Australia across six industry sectors. 
 
Telstra was awarded Australia’s Best CX Company People’s Choice 2014.  CBA won the 2014 Best CX Company People’s Choice for Finance, Banking and Insurance.
 
Telstra won the 2014 Best CX Company People’s Choice for Telco, Paid Media and Internet Providers.
 
AGL won the 2014 Best CX Company People’s Choice for Utilities.
 
RSPCA won the 2014 Best CX Company People’s Choice in Human and Animal Health.
 
TAFE won the 2014 Best CX Company’s People’s Choice in Government and Education.
 
Coles won the 2014 Best CX Company’s People’ Choice Retail and Wholesale.
 
Dr Catriona Wallace, CEO, Fifth Quadrant, said, “Customer Experience (CX) is a mega trend driving organisational transformation at the highest level. Fifth Quadrant has found that Australians are prepared to pay 14 per cent more for good, consistent customer experience. At the same time, organisations without a CX strategy churn customers and have higher costs. Nine in 10 Australians switch to a competitor because of a poor experience and eight in 10 actively advise friends and family to avoid companies that have provided a poor service.
 
“Great progress has been made by board and C-level executives, yet there’s no comprehensive process recognising CX leadership, capabilities and maturity.  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 is pleased to be partnering with Fifth Quadrant and Flamingo for the Best Companies CX List. 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. Congratulations to all the winners,” said Thomas Fikentscher, General Manager, Commercial, Oracle Australia and New Zealand.
 
About Fifth Quadrant
Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design, Innovation and Research Consultancy. Fifth Quadrant designs and operationalises customer experience strategy in order to enhance customer engagement, reduce operating costs, drive revenue and optimise operations across multiple customer channels.
 
Fifth Quadrant conducts extensive research producing Analyst reports that underpin our approach to consultancy with evidence-based statistics and analysis. Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective customer experience strategies, operations, management and leaders.  www.fifthquadrant.com.au | Phone: +61 2 9927 3399
 
About Flamingo Ventures Pty Ltd
Flamingo is an enterprise SaaS Customer Experience Co-creation & Analytics solution that enables customers to co-create, the experience they want, that organisations can deliver. The platform also has a sophisticated analytics dashboard for business. Flamingo sits within the VRM (Vendor Relationship Management) field which enables customers and organisations to be customer-led in design.
www.flamingo.io
 
*Customer Experience Strategy is defined as: “A multi-disciplinary program involving customer experience design, brand and organisational strategy assessment, customer knowledge strategies, sophisticated data modelling, operations capability analysis and the configuration of processes, technology and resources across multiple channels in order to optimise an organisation’s profitability through enhanced customer experience”.