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

Our Purpose - Deliver Exceptional CX Welcome to the CX Premium, a quarterly newsletter that talks about CX in Insurance. The Insurance sector is going through a shift change in its business with newer distribution models, increased competition and tech disruption, and geopolitical uncertainties. The need for insurers to embrace innovation to drive efficiencies and meet the fast evolving expectations of the modern insurance customer is critical for growth and survival. 

 Our purpose with the CX Premium newsletter 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. State of CX in Insurance 2024 In 2024, the insurance sector will continue to evolve rapidly, propelled by technological innovations, changing consumer expectations, evolving industry dynamics with the growing trend of embedded insurance, and managing geopolitical uncertainties. Against this backdrop, understanding the importance of CX and the factors influencing it is imperative for insurers seeking to thrive in this dynamic environment. At Twimbit, we have collated the key CX trends that the Insurance industry needs to watch out for in 2024 The State of CX in Insurance State of CX in Insurance 2024 In 2024, the insurance sector will continue to evolve rapidly, propelled by technological innovations, changing consumer expectations, evolving industry dynamics with the growing trend of embedded insurance, and managing geopolitical uncertainties. Against this backdrop, understanding the importance of CX and the factors influencing it is imperative for insurers seeking to thrive in this dynamic environment. At Twimbit, we have collated the key CX trends that the Insurance industry needs to watch out for in 2024 Read the Case Study Bytes & Brews Join us for a unique and inspiring event, “Bytes & Brews,” where the worlds of technology, innovation, and meaningful connections merge seamlessly over coffee or craft brews. This event is designed to provide a refreshing twist to your traditional networking and learning experiences. Register APR 16 Manila APR 23 Singapore APR 24 Kuala Lumpur

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

FAQs Providing clarity on joining the CX Stars 2024 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. 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, 1. Twimbit coverage: Promotion of the awards ceremony on various social media and twimbit channels 2. Twimbit socials: Marketing and PR across social media channels, twimbit newsletters, etc. 3. Digital Awards Badge: A digital badge for you to share on your website and marketing collaterals 4. 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.

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

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