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

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 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

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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

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

CX Insights Take a look into the CX services and what we offer Our industry reportings Desserts 10 Pie Recipes to Try This Fall Make this yours. Click here to edit the text and include any relevant information. Read More Mains A Pasta Hack That Will Transport You to Rome Make this yours. Click here to edit the text and include any relevant information. Read More Drinks The Health Benefits of Drinking Tea Daily Make this yours. Click here to edit the text and include any relevant information. Read More Healthy Creative Salad Ideas for the Veggie Lover Make this yours. Click here to edit the text and include any relevant information. Read More

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?

Panel of Judges 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. Vice President of Marketing APJ, Genesys Erwann Thomassain Industry Professional and CX leader Rinoo Rajesh Head of Creative Experience - ASEAN, Publicis Sapient Onmanee Dilokvanichkul Vice President, NTT Global Pranay Anand Managing Director, CPS APAC Siva Subramaniam Director Customer Experience, Expereo Amory Somers Vine Country Director, TDCX Vigneswaran Sivalingam CEO, Matryzel Consulting Bobby Varanasi CEO, Teleperformance Dave Rizzo Chief Innovation Officer, Customer Experience Innovation Institute Simon Kriss Contact us For marketing and partnerships About Twimbit Visit our platform Anchor sponsor cxstars@twimbit.com Supporting sponsor

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

Twimbit CX Stars program aims to inspire companies to cultivate exceptional Customer Experience. Twimbit CX Stars 2024 Now live Benchmarking and celebrating companies delivering exceptional Customer Experience (CX) View 2024 ratings Download Report How we benchmark CX excellence We believe that delivering exceptional Customer Experience (CX) requires a combination of four key pillars. Digital Experience Personalization, tech platform maturity, self-service capabilities, and security. Service experience Omnichannel options, support accessibility, contact center innovation, and resolution satisfaction. Brand experience CX integration in brand promise, seamless digital-support strategies, and social media engagement. Employee experience Training programs, empowerment tools, and innovation culture. Evaluation and rating Companies are evaluated on the 4 CX Pillars, as well as, the CX initiatives, investments, and improvements made over the last 12 months. Both qualitative and quantitative metrics are used to determine the CX rating for each CX pillar, and the overall CX rating. Emerging The company is just starting to recognise the importance of customer experience. Approaching The company has some established practices for enhancing customer experience, but these are not consistently applied across all departments. Proficient The company has a clear strategy for customer experience, and it is implemented across many areas of the organisation. Advanced The company has a well-defined, holistic customer experience strategy that is embedded across the organisation. Exceptional The company is a leader in customer experience, driving innovation in CX, setting industry standards and consistently exceeding customer expectations. Industries We Cover Banking Digital/Ecommerce Energy/Utilites Healthcare Insurance Logistics Public sector Telco Transport Travel & Hospitality Discover CX Ratings by Country CX Star Performers of 2024 View CX Ratings Access full report Frequently asked questions 1. What is Twimbit CX Stars? The Twimbit CX Stars program is benchmarking program designed to inspire companies to deliver exceptional customer experiences (CX) and to recognize best-in-class CX platforms, processes, and practices across industries. 2. Rating criteria? Nominees are evaluated and rated on a 5-star scale, based on their performance across 4 CX pillars - Digital experience, Service experience, Brand experience, Employee experience 3. How are the benchmarked organisations selected? Our benchmarking study focuses on well-established companies that meet three key criteria: 1. Industry recognition and market prominence 2. Substantial revenue performance 3. Sufficient publicly available information for comprehensive analysis We actively welcome companies to participate through our self-nomination process where they receive the same thorough evaluation as our pre-selected companies to ensure a comprehensive and fair assessment across the customer experience landscape. 4. Who are the judges for the twimbit CX Stars Awards? We have an independent set of industry experts as jury members. These include vendors, BPOs, and CX practitioners, who have familiarity with the CX industry processes, practices, and platforms. Twimbit CX insights The state of CX on malaysia CX Stars 2024-Indonesia Emerges as a CX Powerhouse Touch 'n Go Digital’s winning recipe to outstanding CX The state of CX on malaysia 1/4 Read more Subscribe to our CX Newsletter Email Subscribe

CX Newsletters Your hub to discovering more through our newsletters 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