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