Twimbit CX Stars program aims to inspire companies to cultivate exceptional Customer Experience. 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. Twimbit CX Stars 2024 Now live Benchmarking and celebrating companies delivering exceptional Customer Experience (CX) View 2024 ratings Download Report 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

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

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 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 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

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
 Uncover Twimbit’s insights on CX technology adoption trends & opportunities, the CX landscape in different industries, and best CX practices Read More More

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

Contact Twimbit's CX team First name* Last name* Email* Company* I am interested in this specific service* CX Research CXMark CX Advisory CX Thought Leadership Other Submit

FAQs Providing clarity on joining the CX Stars 2024 What are the criteria for evaluating the nominations? Companies are evaluated on 4 CX Pillars – Digital, Service, Brand, and Employee Experience, 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. Analysts will research and benchmark the different criteria for each pillar and leverage the inputs provided in the evaluation form and during the research call. 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. How are the benchmarked organisations selected? Our analysts will conduct a thorough evaluation of all the organisations across 4 CX pillars and will review and rate multiple criteria and metrics in each pillar to determine a CX rating. As part of the research, analysts will schedule a call with the participating organisation to clarify and share their perspectives on the questions provided in the evaluation form. Organisations with the highest CX ratings across CX pillars, markets, and verticals 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 Who are the judges for the twimbit CX Stars Awards? We will be having 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. 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. How do I know which category I am being nominated for? Unlike other award programs where you select and apply for an award category, the twimbit CX Stars Program is a research and benchmarking exercise on your CX practices, processes, and platforms and is measured via the 4 CX pillars. Based on your performance and rating on the CX pillars and metrics, you will be recognized under a single or multiple categories, if you are rated highly in a particular pillar, or in your industry, or in your country. Is there a fee for submitting nominations? No, there is no fee for submitting your nomination. The entire benchmarking process, the digital plaque with your CX rating, your CX rating across the 4 pillars, and the resulting recognition in the form of CX Star awards are completely free of charge. Will I be able to see my CX rating? Yes, all participating companies will get to see their CX rating across the 4 pillars as well as their overall CX rating out of 5 stars. Each nominee will also get a digital plaque with their CX rating, irrespective of whether they win a CX Star award. For a detailed & personalized benchmarking report that highlights how your company performed on different criteria and metrics vis-à-vis the industry and best-in-class companies, you can purchase the twimbit premium CX subscription for US$4,950. What do I get by nominating my organisation? Organisations that receive 3 CX Stars and above will be eligible to the following benefits, Twimbit coverage : Promotion of the awards ceremony on various social media and twimbit channels Twimbit socials : Marketing and PR across social media channels, twimbit newsletters, etc. Digital Awards Badge : A digital badge for you to share on your website and marketing collaterals Rights and Logos : Exclusive rights to use the twimbit CX stars awards logo on marketing collaterals, websites, and promotional materials, enhancing the brand and visibility in the market. If you have any specific PR/Marketing related needs, we are happy to have that conversation with you and create a customised program.

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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