28 September 2017

CIMB clinches Gold Award for Best Digital Experience at Customer Experience Asia Excellence Awards 2017

CIMB also wins four other accolades for customer experience 

Kuala Lumpur: CIMB Group (“CIMB” or “the Group”) won the Gold award for Best Digital Experience for CIMB EVA (Enhanced Virtual Assistant) – the first conversational mobile banking app in ASEAN – at the Customer Experience Asia Excellence Awards 2017 (“the Awards”). CIMB also received honorary mentions for Best Customer Experience, Best Contact Centre and Best Employee Engagement at the Awards, while for CIMB Thai, Dr. Piyawat George Jirapongsuwan was recognised as CX Rockstar for Best CX Personality for his contribution in improving Customer Experience via various transformation projects in CIMB Thai.

CIMB EVA is banking made simpler, offering security, convenience and more intuitive mobile banking. With CIMB EVA, customers can easily check their CIMB Current/Savings account balances, pay bills and perform mobile top-up through live chat. The app was recently enhanced with natural language processing powered artificial intelligence conversations, with additional features in the pipeline to make it more intuitive in future.

Now into its third year, the Awards recognise customer experience (“CX”) professionals and organisations in Asia that have put customers at the heart of their businesses and achieved the highest level of CX across the Asian community.

Commenting on the win, Tengku Dato’ Sri Zafrul Aziz, Group Chief Executive, CIMB Group said, “To us at CIMB, customer experience is not a destination, but a journey. We are deeply honoured to be recognised for our efforts in the area of customer experience, which is a key initiative under CIMB’s T18* strategy. We are only at the beginning of our customer improvement journey, and this recognition by a prestigious body is something that will spur us to keep raising the bar on customer experience. We dedicate these awards to our 13 million customers across ASEAN, for as we strive to forward their goals, dreams and ambitions, they, too, have helped CIMB shape the future of banking in ASEAN."    

The Awards are judged by a panel of independent, esteemed CX leaders across Asia with vast experiences in CX and the winners represent best-in-class organisations of all sizes from Asia across a broad spectrum of industries. Submissions for the Awards were open to all CX initiatives, campaigns or programmes which demonstrated results from the period of June 2015 to January 2017 with organisations hailing from South Asia, Southeast Asia, ANZ and North Asia.

* Target 18 or T18 is CIMB’s holistic strategy for the period 2015 – 2018, to strengthen its foundations and grow its business to make CIMB a leading universal bank in ASEAN.

Manpreet Singh, Group Head, Customer Experience Management, CIMB Group (left) and Dr. Piyawat George Jirapongsuwan, Head of Business Engineering, Customer Experience Management, CIMB Thai with the five accolades won by CIMB at the Customer Experience Asia Excellence Awards 2017 ceremony held in Singapore recently.