CX Stars 2023 Explore companies recognised as CX Stars in the 2023 edition Filter by CX Mastery Level Select CX Mastery Level Filter by Industry Vertical Select Industry Vertical Filter by Country/Region Select Country/Region Search Number of winners found: 89 Singapore Airlines Travel & Hospitality CX Mastery Level Exceptional CX CX Stars Rating 4.5 DBS Bank Banking CX Mastery Level Advanced CX CX Stars Rating 4.22 Maybank Banking CX Mastery Level Proficient CX CX Stars Rating 3.88 Public Bank Banking CX Mastery Level Proficient CX CX Stars Rating 3.9 Air Asia Travel & Hospitality CX Mastery Level Proficient CX CX Stars Rating 3.96 OCBC Bank Banking CX Mastery Level Proficient CX CX Stars Rating 3.84 RHB Banking CX Mastery Level Proficient CX CX Stars Rating 3.6 Hong Leong Bank Banking CX Mastery Level Advanced CX CX Stars Rating 4.07 Tenaga Nasional Berhad (TNB) Others CX Mastery Level Proficient CX CX Stars Rating 3.74 UOB Banking CX Mastery Level Advanced CX CX Stars Rating 4.02 CIMB Banking CX Mastery Level Proficient CX CX Stars Rating 3.73 AmBank Banking CX Mastery Level Proficient CX CX Stars Rating 3.48 Load more companies

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CX Newsletters Your hub to discovering more through our newsletters Video Channel Name Play Video Play Video 00:23 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:32 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:29 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:31 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:23 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:32 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:29 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Play Video Play Video 00:31 Video Title This is a great space to update your audience with a description of your video. Include information like what the video is about, who produced it, where it was filmed, and why it’s a must-see for viewers. Remember this is a showcase for your professional work, so be sure to use intriguing language that engages viewers and invites them to sit back and enjoy. Welcome to your weekly CX insights Stay ahead of the CX curve with our weekly newsletter. Gain actionable insights, real-world examples, and expert analysis to elevate your customer experience and drive business growth. Subscribe to our CX newsletters here Email* Subscribe CX Premium Taking inspiration from the Michelin Star Guide, which was created to encourage motorists to embark on new culinary adventures, Twimbit CX Stars program aims to inspire companies to cultivate exceptional CX Our Purpose - Deliver Exceptional CX Our purpose is to build a community of CX insurance professionals with whom we can share ideas, learn best practices & case studies and connect over networking sessions to share our stories & challenges. Over the course of the next few quarters, Twimbit CX analysts will share their perspective on different CX trends, enabling you to bring CX innovations in your organisation and deliver exceptional CX.  Sign up to our newsletter to learn more? SHOP Issues From Concept to reality: The 40-day journey of Ask twimbit John Snow 24 May 3023 From Concept to reality: The 40-day journey of Ask twimbit John Snow 24 May 3023

CX Stars Recognising Exceptional CX Benchmarking and celebrating companies delivering exceptional CX Get your free CX rating, network with experts, and be recognized as a leader in CX. Join the community to share best practices and potentially win a CX Stars award! All industries welcome! See how your CX stacks up with our Exceptional CX Mastery Scale Nominate now! Find the entry guide and nomination form here 
 Begin your CX Stars journey with an online submission, followed by a comprehensive evaluation process, an in-depth analyst call, and expert reviews from an independent judging panel. Nominate Now FAQs Head to our FAQ page for clarity on joining the CX Stars 2024 Curious about the CX Stars? Our comprehensive FAQ page offers detailed insights into the criteria for evaluating nominees, the selection process for benchmarked organisations, submission fees, the benefits of nominating your organisation, and more. FAQ Past CX Stars Explore companies recognised as CX Stars in the 2023 edition Curious about the CX Stars? Our comprehensive FAQ page offers detailed insights into the criteria for evaluating nominees, the selection process for benchmarked organisations, submission fees, the benefits of nominating your organisation, and more. Past CX Stars

CX Services Helping you benchmark, innovate, and elevate customer experiences worldwide. Key questions that challenge companies I think my CSAT score is good but customers & board/leadership still report issues with the experience. What are we missing? We measure CSAT, NPS, VoC and key operational metrics, but are my metrics good enough? We have too many things on our plate, what changes & innovations will drive the highest CX return? AI is the biggest CX innovation opportunity where do we start? How Twimbit supports your CX Goals We offer a wide range of structured services to build a continuous CX innovation pipeline that delivers results CX Insights Technology trends & impact CX best practices Innovation case studies CX Research Customized CX benchmarking program to identify innovation opportunities CXMark Accelerate CX outcomes with access to advisory and custom research services CX advisory Build your CX though leadership with market education & engagement CX Thought Leadership Our expertise Capabilities CX Strategy & business case CX Culture & Organization Contact Centre technology & Operations CX Technology stack across CRM, CDP, CCaaS, VoC, UC and others Digital & Mobile UI/UX Benchmarking, Customer journey mapping, Mystery shopping, Data analytics Industry Expertise Banking Telecommunications E-commerce Transport Hospitality Capabilities Asia Pacific focus with global coverage. Team members across in Singapore, Malaysia, Indonesia, India, Middle East, and the Americas. Learn more about Twimbit Ready to assess your CX maturity? Discover your strengths and unlock new opportunities for growth. Get in touch

Nominations The entry guide and nomination form Process All participating companies will receive ratings up to five stars based on these comprehensive reviews reflecting their excellence in CX practices. Nomination Form: First name* Last name* Email* Company name* Submit

Twimbit CX Stars program aims to inspire companies to cultivate exceptional Customer Experience. Welcome to Twimbit CX Stars Recognising Exceptional CX Subscribe to our CX newsletters here Email* Subscribe We believe that delivering exceptional CX requires a combination of four key pillars: Digital Experience Service Experience Brand Experience Employee Experience Reach for the CX Stars: Benchmark & Be Recognised 
 Taking inspiration from the Michelin Star Guide, which was created to encourage motorists to embark on new culinary adventures, Twimbit CX Stars program aims to inspire companies to cultivate exceptional CX How do we identify CX Stars? Benchmark companies across 4 pillars Rate the companies out of 5 stars (5 being Exceptional) Celebrate with best-in-class awards Be a CX Star Empowering purpose-driven businesses to thrive through exceptional CX Twimbit’s CX expertise covers a wide range of industries: Banking Our banking research covers: Financial performance Market trends Customer insights Technological innovations Sustainability practices in the banking industry. Telco Our telco research covers: Financial performance Market dynamics Customer experience Technological advancements Strategic partnerships Regulatory impacts in the telecommunications industry. Insurance Our insurance research covers: Market trends Customer behaviour Digital transformation Risk management Regulatory changes in the insurance sector. and more... Twimbit’s CX Insights
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How to get started Welcome to the Twimbit CX Stars program, a special initiative designed to recognize and honor the top CX leaders in the industry. Inspired by the prestigious Michelin Star Guide, we use a 5-point star rating system to acknowledge the outstanding CX efforts of nominees. Here's an overview of the process: 01 Companies submit nominations online The process begins with a straightforward online submission. Register your details on our website, and we will guide you through the next steps. 02 twimbit conducts benchmark exercise After receiving nominations, twimbit carries out a comprehensive benchmark exercise. This involves an impartial, objective, and fact-based analysis that utilizes existing benchmarking research and secondary research on different aspects of CX. 03 Companies complete evaluation form and engage in analyst call Nominated companies will receive an email with instructions to fill out an evaluation form. Additionally, they will have the opportunity to schedule a call with a twimbit analyst. During this call, the analyst aims to clarify information, collect both quantitative and qualitative metrics, and perform an in-depth analysis and review of the company's CX practices. 04 Independent judging panel rates and reviews CX stars A panel of independent judges, including CX industry experts and practitioners, will assess the research findings, including the benchmark analysis and evaluation forms. They will provide their expert opinions on the CX practices and innovations of the nominated companies, ensuring a well-rounded evaluation from various perspectives. All companies will receive a 5-point star rating based on the research, benchmarks, and review of the judges. 05 twimbit recognizes best-in-class CX stars at the awards event The twimbit CX Stars banquet will take place in Bangkok, Thailand on October 11th, 2023. During this event, the outstanding CX stars will be announced live on stage for their exceptional performance in delivering outstanding customer experiences. The awards event serves as a platform to honor and showcase these remarkable companies and their dedication to CX excellence. Contact us For marketing and partnerships About Twimbit Visit our platform Anchor sponsor cxstars@twimbit.com Supporting sponsor

CX Services Take a look into the CX services and what we offer How good is my CX? The answer depends on who you ask. And that’s the challenge. Get in touch Key questions that challenge the CX team Most successful CX teams have a structured way to address these questions that enables them to build a continuous CX innovation pipeline that delivers results How does Twimbit help?

CX Star Ratings 2024 Explore companies recognised as CX Stars in the 2024 edition Filter by Star Level Select Star Level Filter by Industry Select Industry Filter by Country Select Country 22 Page 1 260 Results Blibli Digital/e-commerce CX Star Level Advanced Indonesia CX Star Rating 4.27 Changi Airport Group Travel & Hospitality CX Star Level Advanced Singapore CX Star Rating 4.24 Petronas Energy & Utilities CX Star Level Advanced Malaysia CX Star Rating 4.2 ICICI Bank Banking CX Star Level Advanced India CX Star Rating 4.17 Singapore Airlines Travel & Hospitality CX Star Level Advanced Singapore CX Star Rating 4.17 Grab Digital/e-commerce CX Star Level Advanced ASEAN CX Star Rating 4.14 DBS Banking CX Star Level Advanced Singapore CX Star Rating 4.14 Jago Digital Banks & Financial Services CX Star Level Advanced Indonesia CX Star Rating 4.13 ICICI Lombard Insurance CX Star Level Advanced India CX Star Rating 4.12 Central Provident Fund (CPF) Public Sector CX Star Level Advanced Singapore CX Star Rating 4.12 Taj hotels Travel & Hospitality CX Star Level Advanced India CX Star Rating 4.11 AIA Financial Indonesia Insurance CX Star Level Advanced Indonesia CX Star Rating 4.1 22 Page 1

Twimbit innovates to deliver exceptional experiences Insights that inform you Membership Vault Assembly Advisory Analytics By adhering to ideal processes and best practices, including conducting thorough cybersecurity evaluations prior to production. it’s personalised, simple and pointed Twimbit Membership forecasts, technology trends, competitive benchmarks and best practice toolkits it’s personalised, simple and pointed Twimbit Membership it’s personalised, simple and pointed Twimbit Membership forecasts, technology. What makes us unique We strive to bring joy in how you consume research We integrate our platform, community, and creativity to do things differently We thrive on long term relationships with a skin-in-the-game commitment Our customers More Customers speak Assembly is a leaders club where big questions are answered, connections are lasting, and meaningful impact is created through collaboration. “By adhering to ideal processes and best practices, including conducting thorough cybersecurity evaluations prior to production, we can effectively mitigate the risk of cyber threats. It is essential to prioritize these measures when developing new applications or systems to ensure the safety and security of our digital landscape.” Mohd Hafidz Aziz Cyber security analyst, PLUS Malaysia “By adhering to ideal processes and best practices, including conducting thorough cybersecurity evaluations prior to production, we can effectively mitigate the risk of cyber threats. It is essential to prioritize these measures when developing new applications or systems to ensure the safety and security of our digital landscape.” Mohd Hafidz Aziz Cyber security analyst, PLUS Malaysia “By adhering to ideal processes and best practices, including conducting thorough cybersecurity evaluations prior to production, we can effectively mitigate the risk of cyber threats. It is essential to prioritize these measures when developing new applications or systems to ensure the safety and security of our digital landscape.” Mohd Hafidz Aziz Cyber security analyst, PLUS Malaysia

CX Star Ratings 2023 Explore companies recognised as CX Stars in the 2023 edition Filter by CX Mastery Level Select CX Mastery Level CX Star Rating equals Select CX Star Rating Filter by Industry Vertical Select Industry Vertical 8 Page 1 Singapore Airlines Travel & Hospitality CX Star Level Exceptional CX Singapore CX Star Rating 4.5 Air Asia Travel & Hospitality CX Star Level Proficient CX Malaysia CX Star Rating 3.96 Tenaga Nasional Berhad (TNB) Others CX Star Level Proficient CX Malaysia CX Star Rating 3.74 DBS Bank Banking CX Star Level Advanced CX Singapore CX Star Rating 4.22 OCBC Bank Banking CX Star Level Proficient CX Singapore CX Star Rating 3.84 UOB Banking CX Star Level Advanced CX Singapore CX Star Rating 4.02 Maybank Banking CX Star Level Proficient CX Malaysia CX Star Rating 3.88 RHB Banking CX Star Level Proficient CX Malaysia CX Star Rating 3.6 CIMB Banking CX Star Level Proficient CX Malaysia CX Star Rating 3.73 Public Bank Banking CX Star Level Proficient CX Malaysia CX Star Rating 3.9 Hong Leong Bank Banking CX Star Level Advanced CX Malaysia CX Star Rating 4.07 AmBank Banking CX Star Level Proficient CX Malaysia CX Star Rating 3.48 8 Page 1