Omni Experience Innovator

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

To adapt to the evolving nature of the digital economy, this category is now known as Best in Future of Customers and Consumers.

Want to read up on the other categories? Head over to our Awards Categories page.

WINNERS' CIRCLE

CompanyThe Mall Group
CountryThailand
Year2020
The Mall Group is Thailand's leading department store and shopping center developer. With the advent of the digital economy, The Mall Group has embraced technologies to build new shopping experiences and complete its transformation to becoming an omni-channel retailer. As part of the organization’s efforts, it adopted an all-in-one cloud-native data and artificial intelligence (AI) platform to understand better and adapt to the rapidly changing purchasing habits of its extensive customer base. It is leveraging digital transformation (DX) as a step forward in augmenting the highest number of selling channels from offline to online to achieve maximum customer satisfaction and enable seamless shopping experiences. As a testament to its forward-thinking strategies, The Mall Group is the first retail chain in Thailand to adopt the use of AI. Because of this comprehensive solution, The Mall Group’s employees understand emerging behaviors and trends, derive real-time insights, and work seamlessly across different devices anytime and anywhere — all of which are vital processes in consistently delighting their customers. Furthermore, the adoption of this solution is expected to improve significantly the data analytics speed capacity of The Mall Group by 60 times — a feat that will enable the organization to respond more quickly and accurately to its growing customer base.
CompanyTaiwan Life Insurance
CountryTaiwan
Year2020
As the first life insurance company in Taiwan, Taiwan Life Insurance has upheld its reputation as a professional, trustworthy, and public welfare–oriented enterprise. In recent years, it has been actively using insurance technology to build diversified claim service channels. It has aimed to address major pain points of customers, such as relying on paper-based applications, requiring customers to apply in hospitals in person, and receiving claim payments 13 days after submitting the necessary documents. As such, the company developed eClaim Blockchain in cooperation with the Kaohsiung Veterans General Hospital. The solution enables the insured to complete a claim application online through blockchain technology, which shortens the whole claim settlement process from 13 days to more than three days, earning a customer satisfaction rate as high as 95% from users. Customers can also view the complete authorization, transmission records, and medical certificate information returned from the hospital at any time on its official website, making a portable medical record for self-management that can be used for referral or medical consultation in other hospitals. With eClaim Blockchain, information is stored securely via encryption, and customers are relieved from the tedious process of traveling and applying for medical certificates and are able to receive claim payments quickly.
CompanyCTBC Bank
CountryTaiwan
Year2020
CTBC Bank is among the largest privately owned banks in Taiwan. As part of its efforts in enhancing its positioning in the digital economy, the bank developed four customer experience (CX) strategies. Through its digitalization services, the bank provides voice-activated banking services in which customers can view their deposit account balances, conduct transfers, and complete foreign exchange (FX) transactions in its mobile banking app. Clients can discuss investment opportunities with their financial advisor remotely and complete an application for mutual funds online. Under process automation, customers can fill up forms in advance online to enjoy a faster experience in branches. By the end of 2019, more than 200 robotic process automation (RPA) processes have been deployed to perform highly repetitive work. In terms of intelligent financial services, CTBC Bank harnesses the power of artificial intelligence (AI) and big data. For example, "i-mortgage" combines two new patented technologies. With this feature, a customer can quickly obtain their evaluation and loan limit by simply inputting their address online. Finally, with respect to scenario-based financial services, interactions between customers and banks do not only take place through banking channels. For instance, CTBC Bank established a partnership with the messaging app LINE to develop personalized services. As a result, 2 million customers have linked their accounts with LINE to get personalized service features.
CompanySATS
CountrySingapore
Year2020
From airfreight, baggage, and ramp handling, passenger services, aviation security, cargo, warehousing, and perishables handling to cruise handling and terminal management, SATS offers a full spectrum of customized gateway services to its clients. To provide relevant information, such as the arrival and departure gates' proximity, possible airport restrictions, and return flight details to airport personnel, SATS introduced AIDeMS, an artificial intelligence (AI)–assisted decision-making tool. It facilitates decision making by processing different data streams, using historical data, and providing recommendations. The tool checks and cross-checks all details, including passenger onward connections, affiliations to joining passenger groups, other affected passengers' itineraries, and onward flight details. AIDeMS uses all retrieved data, combines the information for better awareness, and then proceeds to recommend a suitable course of action for the operations team based on established standard operating procedures. Users can assess all relevant data on a single screen, which shows the information's implications and consequent possible options. AIDeMS' benefits include improved passenger connection rates and more consistent and structured decision making. Over time, the tool will become more astute, especially as it learns and adapts from staff members' decisions, with misconnections reduced by 10%.
CompanyRobinsons Bank Corporation
CountryPhilippines
Year2020
Robinsons Bank Corporation (RBank) is the financial services arm of JG Summit Holdings. It was established as a savings bank in 1997 amid the Asian financial crisis. Through the years, RBank has played a significant role in the Philippine banking industry by offering a wide array of innovative financial services with the convenience of modern technology. In 2020, Robinsons Bank Corporation introduced RBank SignUp, an online application platform that promises an all-digital process of opening an account with the bank. With RBank SignUp, clients can create a bank account with just a mobile phone, an internet connection, and one valid ID. The application enables real-time ID detection, and a facial recognition feature allows instant completion of the application process. As a result, clients can receive their account details within a few minutes of opening the account. Compared with other online account opening apps, RBank SignUp has the greatest number of products offered — from a basic deposit account to a payroll account. Aside from targeting the general market, the RBank SignUp app aims to onboard sole proprietors and microenterprises, which are continuing their business operations during the pandemic.
CompanyAffin Bank
CountryMalaysia
Year2020
Affin Bank is a financial services conglomerate focused on commercial, Islamic, and investment banking services, money broking, asset management, and life and general insurance underwriting. To build better brand loyalty and create better business outcomes with true omni-channel engagement, Affin Bank launched its contact center transformation project, Affinity, in 2017. Affin Bank adopted an omni-channel contact center solution that serves as the foundation of its digital road map to offer 100% digital banking by 2020. Affinity empowers agents to resolve requests and reengineers the business to become a customer-centric organization, with innovation at its core through the use of intuitive digital products in all customer touch points. The rapid deployment of the platform has allowed Affin Bank to gain immediate advantage of omni-channel capabilities and improved customer analysis. Backed by solutions such as automated call distribution, live chats, quality monitoring, interactive voice responses, and case management, Affin Bank has improved telesales capabilities, reduced the average abandon rate, lowered operational costs, and allowed seamless omni-channel interactions within the first 100 days after project kickoff.
CompanyShinhan Bank
CountryKorea
Year2020
Shinhan Bank, South Korea's second-largest commercial bank, has a long history in the country. To further cement its legacy, it pioneered the use of digital technologies, strengthening customer centricity in its business model. Previously, the company's collection of digital journey results and insight application, which was derived punctually, lacked linkage. Hence, the bank rolled out the Real-Time Offering (R-Offering) system, a real-time event detection and processing platform, to provide customers and employees with offers and information, analyze customer behavior patterns and trends, and resolve customer needs as they occur. To this end, R-Offering analyzes 120 million pieces of data daily from 25 million customer situations throughout 21 contact points in branch counters, apps, internet banking websites, and chatbots, as well as detects events generated by customer bank transactions in real time. Because of its advanced features, the platform supports processing activities by detecting missing employee and customer information and augments sales processes by uncovering new opportunities. With R-Offering in place, clients and personnel can access relevant deals and data points in as quick as one minute throughout 12 channels.
CompanyBank Mandiri
CountryIndonesia
Year2020
As the largest financial institution in Indonesia, Bank Mandiri's vision is to be the preferred financial partner through the seamless integration of digital banking solutions into customers' daily lives and promote sustainable SME growth in Indonesia. Bank Mandiri started its digital transformation (DX) journey in December 2017 as the traditional financial industry faced external disruption and increased competition. With customer centricity as its key DX focus, Bank Mandiri developed its campaign management project. Customer value, customer experience, and customer journey are the three key tenets of this transformation program, driving the bank to deepen its understanding of customer needs and preferences. With a big data and analytics platform, data warehouse, and real-time data system, the initiative allowed Bank Mandiri to develop a 360-degree view of its customers, developing push and real-time campaigns. Moreover, Bank Mandiri integrated big data with machine learning tools to develop a deep understanding and learning of hidden patterns behind customer transactional behavior to predict customer purchase decisions. This delivered insights and built a foundation for Bank Mandiri to plan, execute, track, and analyze marketing programs to deliver to customers through digital platforms. Through the campaign management project, Bank Mandiri has generated over 105% of its sales targets and increased customer retention by almost 50%.
CompanyMahindra & Mahindra Limited
CountryIndia
Year2020
Established in 1945, the Mahindra Group is one of India's largest conglomerates, diversified throughout 22 key industries with over 150 subsidiaries in the manufacturing, information technology, financial services, aerospace and defense, infrastructure, and real estate industries, among others. Because of product-based implementation with customization, various stages in business processes need human intervention, causing accuracy issues and overall delays and thus leading to inefficiency and higher costs. With over 150 subsidiaries in the Mahindra Group, a single, future-ready platform is at its DX core to deliver business value by leveraging the latest technological innovations. With "value realization through automation" as its mantra, its vehicle manufacturing subsidiary, Mahindra & Mahindra Limited, has developed its mRAW platform to automate manual, repetitive, stable, and high-volume processes. Through this, the company saved 200 man-days, improved process discipline, and eliminated risks associated with data entries. With stakeholders in human resources (HR), finance and accounting (F&A), and operations and supply chain using this platform, Mahindra & Mahindra Limited has driven enterprisewide process simplification, increased business value realization, and innovated new products using various technologies, such as real-time analytics, mobility, and machine learning (ML).
CompanyOpenRice Limited
CountryHong Kong
Year2020
OpenRice is the most popular and award-winning dining guide in Hong Kong, providing comprehensive dining information, value-added services, user-written restaurant reviews, and ratings in one place, enabling food lovers to find the right dining experience. Shifting from a dining guide to a foodtech ecosystem at the beginning of 2017, OpenRice began by redeveloping its table booking system into a native app and website, connecting consumers, restaurants, and partners in the food and beverage (F&B) and non-F&B sectors. Led by CEO Joe Yau, this new initiative includes the transformation of a table booking system into a one-stop merchant platform called OpenRice Biz to support restaurants’ dining business journey and the availability of market insights solutions for merchants, as well as agile and digital business operations. Enabling technologies, particularly big data and analytics and artificial intelligence (AI), are adopted to empower the initiative. The OpenRice foodtech ecosystem strives to redefine users’ total dining experience and service merchants in marketing and sales, data analytics, as well as business operations, and solutions, bringing both tangible and intangible benefits to stakeholders in the ecosystem. A 24 x 7 online table booking is one of the most used services on OpenRice Biz. As of February 2020, over 1.8 million unique users have booked through OpenRice, with more than an average of 7,000 daily bookings.
CompanyYum China Holdings
CountryChina
Year2020
Yum China Holdings (Yum China) is China’s leading restaurant company, operating 9,954 restaurants in over 1,400 cities located in every province and autonomous region in Mainland China. Yum China has been recognized for its pursuit of digital innovation and relentless efforts in improving consumer experience through technology. To this end, it has established an in-house-designed artificial intelligence (AI) middle-office system that empowers its full line of business. The AI middle office enhances online membership engagement and provides excellent customer experience through informed decisions for store operations improvement to boost overall sustainable growth. Efforts have also been made to drive seamless integration between big data and AI to increase sales and operational efficiency. On the sales side, Yum China has rolled out AI-enabled menus and recommendations for all mobile preorders, providing personalized customer interactions, and trade-up opportunities. For in-store operations, Yum China has been able to continuously improve abilities in sales forecasting, natural language processing, and operation research to empower store operations and promptly reallocate resources to growth areas. With data and AI combined, Yum China has built a powerful digital ecosystem for the entire value chain, persistently and aggressively making technological enhancements and elevating standards that ultimately benefit Yum crew and customers.
CompanyGetCapital
CountryAustralia
Year2020
GetCapital is an award-winning nonbank lender dedicated to meeting the needs of Australian businesses. Headquartered in Sydney, GetCapital offers a broad range of business finance products designed for cash flow and everyday business financing, asset purchases, expansion, growth, and payments. Based completely online, GetCapital has rapidly grown to become one of Australia’s leading nonbank lenders by developing and offering technology-enabled finance solutions that solve common business problems. Shift Payments was developed by GetCapital, a new payment platform that simplifies trade credit. In Australia, the use of credit terms among businesses is so widespread that, if combined as a source of capital, it would create the fifth largest bank in the country by assets. Moreover, because much of this trade credit is not provided by financial institutions, everyday businesses across Australia are acting similarly with banks. Shift Payments solves this problem by removing the friction of trade terms from the business relationship. With Shift Payments, businesses get paid on time and every time, and customers get better payment terms. Helping businesses release capital faster and grow, Shift Payments simplifies and streamlines trade credit between buyers and suppliers. Shift Payments also allows buyers to take control and improve business cash flow through its easy-to-use platform with payment terms to suit different business needs. 
CompanyBank for Agriculture and Agricultural Cooperatives (BAAC)
CountryThailand
Year2019
The state-owned Bank for Agriculture and Agricultural Cooperatives (BAAC) continues to support Thailand's agricultural sector, aiming to bring its lottery savings product to the digital age. Available to BAAC's new and existing depositors, the bank has launched its digital savings lottery, in which tickets can be purchased through the mobile app BAAC SLAK20, eliminating the need to line up at previously established kiosks and convenience stores. Through the digital savings lottery, the time to purchase a lottery ticket has been reduced from 15 minutes to just 1 minute. This encourages more customers to participate in the lottery, with its prize geared toward contributing to the income of farmers and members of the agricultural sector, and improving the financial wellness of the depositors. Built based on open API banking, the application offers BAAC customers an easy and flexible way not just to buy tickets but also to check the lottery results. The mobile app is a completely new and different channel where BAAC engages with customers, demonstrating a significant step in the bank's goal to bring technology to the business and its customers.
CompanyE.SUN Commercial Bank
CountryTaiwan
Year2019
The main framework of mobile payments in the global market is built by linking credit cards or bank accounts, with the connection of information flow and cash flow to support the business model. However, with the growing customer demand of instant access to credit cards, E.SUN Bank has launched the mobile payment instant card linking model that allows customers to use their credit cards by linking them to the Pi Mobile Wallet even without receiving the physical card. The first collaboration of its kind, the Mobile Payment Instant Card Linking model was developed to create a credit card product that is different from those currently available the market. The instant card-linking system modules have been self-developed by E.SUN Bank and designed as a standardized and modularization system process with consistent specifications. In addition to reducing the difficulty for system development and linking, it can also reserve flexible space for customization. Therefore, through the redesign of the arrangement of the modules in the future, other operators' mobile payment wallets can be built in to expand the partnership channels. This industry-leading innovative service has also received a utility model patent from Taiwan Intellectual Property Office (Patent No. M572510), which is a strong testament to the success of this service.
CompanyCoda Payments
CountrySingapore
Year2019
Singapore-based start-up Coda Payments enables digital content providers to accept cardless payments from customers in Southeast Asia. Its flagship offering, Codapay, interconnects millions of users in the region with hundreds of content providers and payment channels (ewallet, banks, convenience stores) through application programming interfaces (APIs), allowing users who do not own a credit or debit card to purchase online content. It also operates a consumer-facing storefront, Codashop, a game top-up website that offers digital content consumers a seamless purchase experience of game credits from existing content partners. Traffic on its platform can vary from a couple of thousands to up to 300,000 transactions per hour at peak times. To achieve a seamless customer experience, Coda Payments must maximize resource utilization and implement modern technologies to reduce costs. It relies on digital technologies to proactively manage its cloud capacity and platform performance, content delivery networks, offline loading techniques, and progressive web app techniques, among others, to deliver desired outcomes. Presently, the company has more than 1 million gamers across the region subscribed to push notifications and millions of unique active users per day on the Codashop website at peak times.
CompanySATS
CountrySingapore
Year2019
SATS, Asia’s leading ground handling and in-flight catering service provider, is the first company in the world to adopt digital twin technology in the catering business. It uses this technology to simulate different production scenarios and cooking process of each recipe to gain resource optimization in its kitchen. With the use of digital twin technology, SATS can now digitally capture the culinary insights and experience of its chefs, empowering them to gain consistency in their cooking methodology. In the kitchen environment, sensors are installed to provide real-time data, which helps improve response time when handling different scenarios, such as bottlenecks or disruptions. In addition, the operational impact of new investments in machinery and process changes can be simulated, analyzed, and optimized in a virtual environment before actual implementation. The use of this technology has led to improvements to overall planning productivity by at least 30%. Besides achieving operational optimization, this project has also helped the company make better investment decisions and save unnecessary costs by providing insights into potential ROI arising from new machineries deployment, layout changes, and the like.
CompanyAIDE
CountryPhilippines
Year2019
The AIDE App is the first home mobile application in the Philippines in which patient-users may book medical services to be rendered in their homes or offices, rather than going to clinics or hospitals. AIDE guarantees that it has taken special care in ensuring that all its clinic partners and subscribed medical professionals are duly licensed. It has also opened its hotlines to users’ calls concerning special requests or help in scheduling appointments. Through data analytics, AIDE has grown its market by studying app request patterns, user profiles, and growth and retention rates. AIDE's goal is to not just to provide a more personal and convenient approach to healthcare, but to also provide Filipino medical professionals better employment opportunities and higher salaries. Today, AIDE has touched the lives of over 100,000 Filipinos, onboarding around 4,000 medical professionals. Since its launch in 2017, it has also established partnerships with various payment platforms, as well as with reputable laboratories and pharmaceutical companies. In the coming years, AIDE hopes to redefine home healthcare for Filipinos — from prevention to treatment, from diagnosis to prognosis, and from curative to palliative care.
CompanyAFFINBANK
CountryMalaysia
Year2019
Given the increase of purchasing power of millennials and growth in mobile device adoption, banks and financial institutions are faced with the challenge to innovate how they conduct their business. As part of its efforts to penetrate and appeal to a wider customer base, especially the younger generation, AFFINBANK pioneered the first cashless bank experience with its digital branch in Kuala Lumpur. Designed as a digital journey divided into six zones, it utilizes self-service machines, electronic devices, and virtual reality to provide its users personal and memorable experiences at every touch point. With each zone catering to a specific need, customers can access different types of services powered by digital technologies. Paperless account opening, coupled with digital promotional pamphlets, has decreased friction caused by manual and paper-based processes, and enhanced conversion. In the last six months, digital bank efforts have resulted in an increase of more than 25% of the bank's market share in its target segments. Rooted in the deep understanding of consumer lifestyle and behavior, AFFINBANK’s omni-channel ecosystem enabled a seamless integration of brick and mortar outlets and digital channels, reduced transaction costs, and improved sales.
CompanyShinhan Bank
CountryKorea
Year2019
With a rich history being the first bank in South Korea, Shinhan Bank has been one of the most recognizable names in the country. Driven by the goal to differentiate and solidify its position in the market, it came up with an innovative approach that offered an elevated banking experience. After analyzing its consumers’ pain points with the banking system, Shinhan Bank developed a mobile-centric banking platform by integrating six financial applications. It simplified the non-face-to-face real-name verification process by removing unnecessary authentication methods. By analyzing the patterns of its application users, it offered services and products fit for their needs, which even included nonfinancial services, such as wine classes, leather workshops, and coffee courses. Combined, these initiatives enticed customers to engage with the bank's product and eased how they can create new accounts. Since its launch, 9.6 million new customers were recorded and approximately 4.4 million products have been added in just over a year. Aside from improved sales and performance, the migration of bulky and manual banking transactions to a digital platform have created a satisfactory environment for both employees and customers.
CompanyBank BTPN
CountryIndonesia
Year2019
Bank BTPN is a foreign exchange bank that specializes in empowering and providing services to micro, small and medium-sized enterprises (MSMEs) and mass markets. Recognizing the shift in consumer behavior and how consumers interact with the banking system, it launched Jenius, a mobile application that allows its users to manage all banking activities in a single platform. To support an agile process, it is built on top of microservices equipped with auto-scaling capabilities, ensuring zero downtime during deployment. As the first Life Finance application in Indonesia, Jenius’ features have expanded with a Foreign Currency feature that seamlessly integrates with the bank’s legacy architecture. Through this initiative, customers can set up foreign currency accounts with the app, monitor the exchange rate, buy and sell foreign currencies, and link their debit cards to their foreign currency accounts. In just less than two months after its launch, over 12,000 customers have used this feature which contributed to more than 26,000 added transactions. From an end-user perspective, Jenius has received positive reviews and feedback as it offers ease of use and flexibility.
CompanyEscorts Ltd.
CountryIndia
Year2019
One of India’s leading engineering conglomerates, Escorts Ltd, continually builds its brand to differentiate its offerings in the market. Because farmers' fields and locations are often situated in distant places, it established Care 24x7, a device that contains a SIM card, microphone, speaker, and storage, which connects users directly with their company call centers. Installed in every tractor, the care button acts a communication platform between customers and dealers 24x7. By pressing it for 10 seconds, a problem ticket is generated automatically and matches it with a support executive to address the issue. If it’s not resolved, the customer will be led to the nearest dealership and a mechanic will provide doorstep service. Aside from answering machine-related enquiries, the Care 24x7 center also relays pertinent and tailor-fit information to farmers such as weather updates, crop prices and practices, government schemes, and pest management. Care 24x7 drove efficiency as noted by the 100% major ticket allocation rate and 100% resolution rate within 7 days. In terms of customer satisfaction, more than 98% of its survey respondents reported that they are satisfied with this feature.
CompanyHang Seng Bank
CountryHong Kong
Year2019
Hang Seng Bank has embarked on a journey to transform its business banking digital engagement platform. The bank has upgraded its digital platform by incorporating agility and flexibility, enabling the personalization of end-to-end, omni-channel services for customers. Hang Seng leveraged advanced channel management, digital analytics, and cognitive technology in its transformation, moving to a user-centric engagement design. Inspired by entrepreneurs and young business owners, the bank redesigned its information architecture for a more streamlined access to relevant, actionable information. The platform also hosts chatbot ‘BERI’ (Business | Efficient | Responsive | Interactive), an AI-powered virtual assistant that addresses customer inquiries and authenticated banking services 24 x 7 using natural language processing. With embedded digital analytics and self-service design, the platform is set up for continuous innovation beyond implementation — representing the bank's commitment to transform with state-of-the-art technology and execution, exceeding customers’ expectations.
CompanyChina Construction Bank (CCB)
CountryChina
Year2019
The state-owned China Construction Bank (CCB) aims to reconstruct existing business processes and management methods to build smart banking capabilities and launch a new image as a bank for the digital economy. To achieve these goals, the bank has developed its Financial Service Robot based on Financial Intelligence Brain, which utilizes technologies such as natural language processing, knowledge mapping, artificial intelligence, and data mining, among others. CCB has built an omni-channel, full-process, universal service and marketing system driven by the combination of 'human + artificial intelligence.' The bank's new "Smart CCB" service model was built on a new method of 'online + offline' intelligent full coverage, which sorts out 10 types of business consulting scenarios for CCB robots that result in thousands of new scenarios, undertaking 35% of the banking services and increasing the number of successful self-service transactions by 42%. The Financial Intelligence Brain promotes the transformation of traditional banks and the establishment of a smart banking ecosystem, with the ultimate goal of improving banks’ operational efficiency and service experience, reducing financial service costs and risks, and providing a more comfortable environment for more customers to handle business and at the same time, creating brand competitiveness through customer loyalty.
CompanyDomino’s Pizza
CountryAustralia
Year2019
In a world first for the Quick Service Restaurant (QSR) industry, Domino’s New Pizza Chef uses augmented reality (AR) technology to allow customers to create their favorite pizza and experience it in their own space on their mobile devices. They can choose from all of Domino’s toppings to create billions of possible combinations and see what the pizza would look like in real life. Developed using the Unity cross-platform game engine — an engine more associated with gaming than mobile retail — New Pizza Chef with Augmented Reality offers a high quality of realism in its images, as well as incorporating gamification elements like funny characters, stickers, and pop-ups to further engage customers. The AR innovation is just one of many digital technology investments Domino’s has made in its bid to better engage customers. Other capabilities in recent years include Liza Pizza Tracker, OnTime Cooking, its GPS Driver Tracker technology, and its artificial intelligence (AI)-powered delivery robot, DRU. The New Pizza Chef was launched for the Australia and New Zealand (ANZ) market after trials of a prototype with customers, showing the organization's commitment to delivering the desired customer experience.
CompanyPolicyBazaar
CountryIndia
Year2018
Self Inspection Video Feature for Expired Motor Insurance Renewals is an industry first initiative to solve the problem of renewals of expired motor insurance. Launched by Policybazaar.com, it’s a self-controlled convenient process that allows the consumer to save time and cost. Customers who desire to renew their motor insurance policy are not required to undergo physical car inspection anymore, instead customers can take a 360-degree video of the car in the prescribed manner and share it with the insurers along with the requisite document.
CompanyHang Seng Bank
CountryHong Kong
Year2018
‘H A R O’, which represents Helpful | Attentive | Responsive | Omni, is the first-of-a-kind AI virtual assistant launch to the retail banking market in Hong Kong with natural language processing (NLP) capability to address customers’ enquiries for selected banking services 24/7. It currently supports 92 contextual conversation services in 8 major banking services namely Personal Loan, Credit Card, Travel Insurance, Medical Insurance, Mortgage, Personal e-Banking, General Banking and Life Insurance Post-Sales services. In addition, ‘H A R O’ can handle small-talk & out-of-scope questions, proactively engage with customers to provide recommendation, as well as integrate with the bank’s in-house system to provide instant personalized responses.
CompanyMcDonald’s Hong Kong
CountryHong Kong
Year2018
McDonald’s Hong Kong is committed to offering customers a better dining experience with its brand-new service concept “Experience of the Future”. “Experience of the Future” comprises four major pillars: the next generation of restaurant experience, the next generation of convenience, the next generation of service and the next generation of burger experience. Technology plays a very crucial part in articulating and enabling the holistic effect on “Experience of the Future”. In terms of customer touch points, the Engagement Kiosks, McDonald’s App, Digital Menu Board, as well as the MyVoice App, all join to provide a hassle-free dining experience, while seamlessly working today to offer personalized experience to the customers. At the back end, the adoption of the Cloud technology for Data Warehouse, Social CRM and Data Analytics (including Big Data) from every customer touch point provides an engine for personalization to every customer. With data analytics, omni-experience, digital transformation of the internal work process, as well as tech-savvy customer-engagement platforms, McDonald’s has made the experience more fun, convenient and enjoyable for customers. The overall customer satisfaction score has doubled since the launch of “Experience of the Future” in Hong Kong, while sales also achieved significant uplifts.
CompanyFirst Affiliated Hospital of University of Science and Technology of China
CountryChina
Year2018
The First Affiliated Hospital of University of Science and Technology China (USTC) has utilized AI technology in patient care through the optimization of patient medical procedures, and continuously empowering hospitals in the fields of intelligent speech, medical imaging, and auxiliary diagnosis and treatment. The hospital's medical AI platform is comprised of several core applications: a guided medical robot performs over daily interactions with patients with an accuracy of over 90%, greatly reducing the workload and staff requirements, while a mobile doctor workstation has over 80% active users and a cumulative usage of 6.8 million. The oral voice electronic medical record system has been deployed in the whole hospital with over thousands of new records entered monthly, marking a vast improvement in medical record entry efficiency. The ultrasonic intelligent voice assistant system has completed thousands of voice ultrasound reports, while millions of CT image–assisted diagnoses have been performed to reduce misdiagnosis and missed diagnosis because of human error.
CompanyCIMB
CountryThailand
Year2018
CIMB Thai's XLR8 Digital Transformation project provides customers a tool to digitally interact with the bank. CIMB Thai customers may apply for loans and debit cards through CIMB Thai's Digital Sales Enablement (DSE) system, which is available on multiple devices such desktops, smartphones, and tablets, as well as CIMB kiosks. With the Digital Sales Enablement system, customers may apply for their loans and debit cards at one channel and fulfill it from another. Each application is submitted to the bank's underwriter team; after customer information and documents are verified, customers can get approval in just 15 minutes with loans disbursed into their accounts instantly, drastically improving the traditional process of 3 to 7 days.
CompanyTaishin Bank
CountryTaiwan
Year2018
Taishin Bank's CARDaily is created especially for its credit card holders, offering six key features including statement checking, mobile payments, promo and campaign registration, cash rebates and bonus points, instant payment notifications, and free parking. CARDaily is equipped with biometrics technology, allowing users to log on the app with facial and fingerprint recognition. Members can make online payments for credit cards, utilities, telecommunications, and insurance through CARDaily. It also provides a single channel for participating merchants to inform customers on rewards and uses analytics to track customer behavior for targeted campaigns within the app. Credit card holders may also use CARDaily in place of a physical card during in-person transactions. CARDaily garnered 100,000 downloads within three weeks of its launch, and 575,000 downloads as of June 2018.
CompanyHua Nan Financial Holdings
CountryTaiwan
Year2018
With the One Financial Service Platform, Hua Nan Financial Holdings Co., Ltd. (HNFHC) leverages data gathered on customers' preferred financial services and browsing behavior on digital channels across subsidiaries including Hua Nan Commercial Bank Ltd. (HNCB), Hua Nan Securities Co., Ltd. (HNS), South China Insurance Co., Ltd. (SCI), and Hua Nan Investment Trust Corporation (HNITC). The platform also integrates customer preferences for transaction channels and contact and response history of marketing campaigns, as well as makes use of customer tagging to analyze and present the whole persona of a customer. With a single customer view, the platform can automatically recommend the best and seamless financial service chain through marketing channels across each subsidiary of HNFHC. HNFC also gathers customer responses to marketing campaigns, further improving its recommendation engine and effectively increasing lead generation.
CompanyCathay United Bank
CountryTaiwan
Year2018
Cathay United Bank has reaffirmed the customer as the center of its business in its digital transformation journey. Through transformation of culture, services, and processes, Cathay United Bank aims to break silos within the business to foster collaboration for the creation of customer-centric products and services. For its culture transformation, the bank promotes diversity by recruiting digital-savvy employees from different industries to establish a Center of Excellence and User Experience team to work with the Digital Banking business unit, which has grown three times in size within two years. Cathay United Bank has improved the digital experience of customers through the following: a brand-new version of its mobile app and website to simplify and enhance customer experience, fully automated prescreening for credit card applications, integration with LINE Business Connect to provide core financial services such as credit card application inquiry and fees payment, and more. The bank has also increased traffic to both desktop and mobile website, which is embedded with an AI-powered recommendation platform for financial services and specialized programs using data from its customer relationship management (CRM) and Sitecore Content Management System (CMS). The bank has also utilized robotic process automation to identify business processes that can be standardized. With transformation from both bottom-up and top-down approaches, the project has reaped huge benefits for the organization.
CompanySP Digital
CountrySingapore
Year2018
SP Group serves close to 1.4 million customers in Singapore, reads about 3.8 million electricity, gas and water meters bi-monthly and processes about $6 billion in utility payments annually. In the face of technological disruption, the mobile app, SP Utilities is centered on customers’ growing needs and changing lifestyle. Customers can make transactions on the go, get timely reminders on bill payments, track their utilities consumption and check history of their previous usage as well as that of their neighbors. It also has a “live” chat function for customers to have their queries addressed promptly.
CompanyPhilhealthCare, Inc. (PhilCare)
CountryPhilippines
Year2018
To assist members who need immediate consultation but must go through long queues and slow turn-around times to acquire a Letter of Authorization (LOA) forms required in medical services ailment, Philhealth Care, Inc. (PhilCare) has developed HeyPhil, a mobile application utilizing Artificial Intelligence technology. A first in the local HMO industry, PhilCare has incorporated Artificial Intelligence with the function of a virtual agent to help obtain information using natural language processing. Through the HeyPhil App, members can generate the LOA at their own convenience and avail of medical services directly without queuing at a hospital or clinic concierge.  From the usual average handling time of 6 minutes at a medical partner or via the contact center and 30 minutes queuing at a hospital concierge, members can now get their own forms in less than two minutes. HeyPhil also provides the nearest physician, hospital, or clinic based on patient symptoms and location. Aside from LOA generation for consultations and laboratory procedures, members may also validate their eligibility and standard medical benefits. Finally, the app features a PhilCare Digi-Card, BMI and calorie calculators, and medical health bulletins and offers digital consultation with an online doctor.
CompanyHong Leong Bank Berhad
CountryMalaysia
Year2018
Hong Leong Bank (HLB) omni-experience projects cut across the bank's operations, improving frontline productivity, optimizing cost-to-income ratio, and increasing customer satisfaction (CSAT) scores. Among its initiatives include an AI chat advisor on its website and internet banking platforms which answers general inquiries on HLB products and services to reduce customer contact with call center agents, a robotic concierge designed and built to interact, identify, and match customer requests to HLB products, a real-time feedback system with social media sentiment monitoring, and omni-channel analytics dashboards. Hong Leong Bank's Predictive Customer Intent System has further improved CSAT scores, as it makes use of machine learning to predict a customer's call intention based on recent banking and interaction activities with the bank. It also provides a 360-degree view of customers, displaying contact history, product holdings, recent transactions, and eligible cross or upsell offers. With its omni-channel integration in place, Hong Leong Bank has met and exceeded its internal CSAT targets.
CompanyShinhan Investment
CountryKorea
Year2018
Amanda’s Global Investment Tour is a project of Shinhan Investment Corporation’s digital global investment platform. It is a stock trading system that targets customers who are not familiar with foreign investments. By creating a user-friendly interface similar to Instagram, Shinhan Investment has simplified the global investment process. The platform makes use of a persona named Amanda, who educates customers on foreign investments, and comes with an easy-to-use order function for customers. Users can also check foreign stock prices in their local currency and immediately begin investing without the inconvenience of individual currency exchange. By integrating the new global investment service with a social networking site interface, Shinhan Investment Corporation has seen a significant increase in new monthly active U.S. bank accounts.
CompanyDBS Bank Indonesia
CountryIndonesia
Year2018
Offering a paperless, branchless, and signatureless banking to the market, digibank by DBS has successfully enabled a new way of banking, innovating customer engagement in the market with the use of biometric technology and artificial intelligence.
CompanyHDFC Bank
CountryIndia
Year2017
HDFC Bank's Digital Innovations unit has created an omni-experience initiative with three services: Missed Call Commerce, HDFC Bank OnChat, and HDFC Bank LITE App. It leverages traditional and digital forms of communication to drive an enhanced banking experience, while simultaneously enabling ‘non-digital’ consumers to transact and interact with the bank via mobile phones. Missed Call Commerce allows users to recharge their mobile phones by giving a missed call to a number after a one-time SMS registration process. OnChat provides social commerce services on and runs on natural language processing; customers can recharge prepaid phones or pay utility bills by just providing mobile number and customer account number, or book a cab from Ola and Uber after a one-time link to their accounts. The HDFC Bank LITE App does not require an internet connection to be used as communication takes place over SMS or the Missed Call Banking Platform, providing access to customers in remote areas. To date, services like Missed Call Recharge and LITE App have empowered financially-excluded segments who do not have access to the internet and Mobile Banking services, with more than 55% (around 227,000) of recharge transactions initiated from rural and semi-urban areas.
CompanyA.S. Watson Group
CountryHong Kong
Year2017
PARKnSHOP ecommerce app is more than a shopping cart, it turns the user experience into a digital retail destination with diversified offerings and convenience. The app incorporates a loyalty program to cater the needs of mobile-savvy generations, in-store shoppers, young families and modern housewives. It is a great tool for them to buy and check out latest deals anywhere anytime without worrying about store location being too far or not having enough time to compare prices.
CompanyBeingmate Baby & Child Food Co., Ltd
CountryChina
Year2017
Beingmate’s Integrated All-in-One Digital Platform has built a global, stable, high-performing, and flexible digital supply chain. The platform is resilient, fast-reacting, and highly collaborative, providing marketing and customer services. The platform supports any organization’s digital operations, completing a product-centric to customer-centric transformation while achieving zero distance contact with customers. Utilizing IoT technologies, the platform has replaced manual input with barcode scanning, avoiding human errors and improving data quality as well as data asset utilization, greatly improving enterprise management. This platform covers both front-end (including flexible sales and services), and back-end operations, which enables a stable, highly efficient, and flexible supply chain. The result is an increase in customer loyalty and satisfaction.
CompanyAIA Company Limited
CountryThailand
Year2017
AIA Co. Ltd. embarked on their digital journey since 2013 and has been aiming to better serve customers through the faster service delivery with high quality standard. By choosing the right architecture and the right positioning strategies, the two state-of-the-art applications, namely AIA iService and AIA iCare, have been successfully launched. These applications enhanced customer experiences by providing the self-service and after-sale support through the efficient 24/7 multi-channels for both customers and agents. This has proven AIA's commitment in its business transformation to provide a better experience for its valued stakeholders.
CompanyE.SUN Bank
CountryTaiwan
Year2017
E.SUN’s cross-border platform enables Chinese visitors to use electronic payment services when shopping in stores in Taiwan, encouraging them to continue visiting Taiwanese merchants’ websites and pay with Alipay or Tenpay after returning to China. This helps Taiwanese merchants cultivate an offline-to-online (O2O) cross-border buying pattern. E.SUN Bank is the first bank in Taiwan to be approved for cross-border O2O services, and is the first financial institution to team up with Alipay in cross-border payment services in offline stores. The cross border platform has revolutionized Taiwan’s cash-based market by encouraging consumers and merchants to adopt electronic payments and provides system integration that enables Taiwanese merchants to support Alipay used by Chinese visitors as well as domestic e-wallets to expand the range of services.
CompanyAlliance Bank Malaysia Berhad
CountryMalaysia
Year2017
Alliance Cash2Home is a first-in-Malaysia mobile foreign remittance solution that offers paperless account opening and remittance services via mobile application. This digital innovation was created to promote financial inclusion in the underserved blue collar foreign worker segment. Cash2Home is part of Alliance Bank’s Transformation Story, focusing on scaling up economically, reducing complexity, and future-proofing the bank. The initiative created a new banking paradigm by turning mobile phones into a banking relationship starter to financially empower an underserved market. The platform addresses most banking needs, as it is always turned on and available, with al other channels now alternate. The mobile channel balances innovation and risk mitigation as it supports KYC requirements. It also increases daily transaction limits to enable large monetary amounts in remittances via the mobile channel, where traditionally these banking requirements can only be supported by a branch.
CompanyLotte Department Store
CountryKorea
Year2017
Lotte Department Store offers its customers a smart shopping experience through the innovative Smart Shopper platform, which includes features such as Smart Scanner, Smart Locker, and Smart Kiosk. Smart Shopper enables customers to experience the benefits of in-store shopping, where they can explore and buy items directly, but in a more convenient environment with self-checkout, home delivery, cashless transactions, and cart-less shopping. This enhanced customer experience has been recognized by local and international media, positively affecting the Lotte Department Store brand.
CompanyBank Commonwealth
CountryIndonesia
Year2017
Bank Commonwealth is transforming the way digital advisory is executed in the Indonesian banking industry, from the current Wealth Management services that rely primarily on human interaction to a digital version of wealth advisory leveraging technology. Bank Commonwealth utilizes the digital platform to extend the reach of advisory services, from one-to-one to one-to-many, with real-time and interactive updates, as well as with the implementation, “Robo Advisory,” an internal quantitative and data analysis project to identify customers and provide them advisory services about their portfolios.
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