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 Star Ratings 2023 Explore companies recognised as CX Stars in the 2023 edition Filter by Star Level Select Star Level Filter by Star Rating Select Star Rating Filter by Industry Select Industry 22 Page 1 89 Results Singapore Airlines Digital/e-commerce Singapore CX Star Level Exceptional CX CX Star Rating 4.5 DBS Bank Digital/e-commerce Singapore CX Star Level Advanced CX CX Star Rating 4.22 Maybank Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.88 Public Bank Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.9 Air Asia Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.96 OCBC Bank Digital/e-commerce Singapore CX Star Level Proficient CX CX Star Rating 3.84 RHB Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.6 Hong Leong Bank Digital/e-commerce Malaysia CX Star Level Advanced CX CX Star Rating 4.07 Tenaga Nasional Berhad (TNB) Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.74 UOB Digital/e-commerce Singapore CX Star Level Advanced CX CX Star Rating 4.02 CIMB Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.73 AmBank Digital/e-commerce Malaysia CX Star Level Proficient CX CX Star Rating 3.48 22 Page 1

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. 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 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. 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.

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. Analysts research and benchmark the different criteria for each pillar and leverage the inputs provided in the evaluation form and during the research call. 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 Telco Insurance Hospitality Transport Automobiles View all industries ⌃ Discover CX Ratings by Country Hover to see average ratings and top industries across APAC/Asia/region CX Star Performers of 2024 View CX Ratings Access full report Frequently asked questions 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. 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 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. 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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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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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

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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 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

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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