CIMB Bank wins big at The Digital Banker’s Next-Gen Customer Experience in Financial Services 2019 Awards

KUCHING: CIMB Bank Bhd (CIMB) garnered seven accolades in recognition of its exceptional customer experience (CX) at The Digital Banker’s Next- Gen Customer Experience in Financial Services 2019 Awards.

CIMB was declared Winner for Excellence Net Promoter Score and Best Customer Experience – Branch, and received the Highly Acclaimed accolade for Best Customer Experience – Contact Centre; Best Customer Experience Business Model; Best Use of Customer Feedback; Best Client OnBoarding Initiative and Best Use of Data Analytics.

The Excellence Net Promoter Score award, was for the formulation and implementation of CX strategies across the Bank through a consistent baseline methodology.

The Best Customer Experience – Branch award, on the other hand, was for an initiative that enhanced customer experience across key touchpoints while also improving branch productivity and efficiency.

The prestigious Digital Banker’s awards is highly regarded due to its rigorous criteria for assessing and transforming customer experience, user experience and driving service innovation in financial institutions.

The Digital Banker is known in 170 countries and covers 300,000 media outlets worldwide.

Commenting on the slew of awards, group chief executive Tengku Datuk Sri Zafrul Aziz said, “We are honoured to receive these awards, which are testament to the firm’s sharper focus on customer- centricity since 2016.

“Given the evolution of the banking landscape and commoditization of financial products over the years, CX is key to differentiate ourselves from the regional competition.

“To this end, our holistic focus on enhancing CX involves not just improving the service of customerfacing staff, but also deploying the right data- driven technologies to transform how customers connect, interact and transact with us across our ASEAN network.

“These awards have inspired us to continue prioritising the customer, which makes up one of the key themes in our next mid-term growth plan, Forward23.”

CIMB established its CX unit in August 2016, and since then the CX team has successfully transformed 35 key customer journeys, which led to 42 cross functional projects delivering financial benefits valued at RM68.4 million.