This category aims to award the technology program or project which has enabled discernible and measurable excellence in the organization’s ability to create a customer-centric model focused on attracting and growing customer loyalty and advocacy. Organizations in this category move from reach (awareness) to relevancy (preference) to reciprocity (having a two-way exchange) in their relationships, particularly with customers. Typically, these organizations are generally focused on driving enhanced, consistent, and innovative experiences using a multitude of physical and digital integrated channels across the business ecosystem of customers, partners, employees, and/or other stakeholders. These organizations are often:
- Creating unique differentiating experiences across the ecosystem (not only customers)
- Delivering seamless and engaging omni-channel customer experiences
- Making processes, products, and assets highly instrumented and contextually aware
REGIONAL WINNERS
HDFC Bank (IN)
PhilhealthCare, Inc. (PH)