SYS-CON MEDIA Authors: Adrian Bridgwater, Yeshim Deniz, Elizabeth White, Sean Houghton, Glenn Rossman

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Automotive, Banking and Telecommunication Industry Players Recognized at Frost & Sullivan's Inaugural Customer Experience Awards

KUALA LUMPUR, Malaysia, March 13, 2014 /PRNewswire/ -- Frost & Sullivan celebrated and recognized deserving Automotive, Banking and Telecommunication industry players at the inaugural Frost & Sullivan Best Practices in Customer Experience awards banquet held on Thursday, 13 March 2014 at the DoubleTree by Hilton Hotel in Kuala Lumpur.

The Frost & Sullivan Best Practices in Customer Experience awards programme seeks to recognize companies that have pushed the boundaries of excellence, delighting their customers at every stage and in every interaction, rising above the competition and demonstrating outstanding performance in their industry.

"Frost & Sullivan defines customer experience as the sum of all experiences a customer has with a supplier of products and services, over the duration of their relationship with that company," said Sapan Agarwal, Senior Director, Global Best Practices Research, Frost & Sullivan.

He continued, "Increasing competition in the marketplace, empowerment of customers through new technologies such as social media, macro-economic climate change and others have resulted in a greater focus on the customer experience. To stay competitive and survive, businesses need to reassess the way they are structured, function and build relationships with customers."

Taking a holistic approach, Frost & Sullivan measures customer sentiment across various touch points and throughout the customer lifecycle in various industries. With this research initiative, it becomes an effective measurement tool for businesses to benchmark themselves against industry standards and peers.

Frost & Sullivan surveyed 6,500 end-customers across 12 countries in the Asia Pacific region, focusing on the industries of Automotive, Banking, and Telecommunications. Frost & Sullivan benchmarked customer experience across all key touch points (such as retail, contact center, services and support) though the customer lifecycle. The survey is also unique in terms of its focus on measuring both customer sentiment (emotions and feelings) as well as rational opinions.

For more details on the 2014 Frost & Sullivan Best Practices in Customer Experience awards, log-in to http://www.frost-apac.com/ce/. You can also connect with Frost & Sullivan on social media, including Twitter, Facebook, SlideShare, and LinkedIn, for the latest news and updates.

The 2014 Best Practices in Customer Experience awards was held in conjunction with Frost & Sullivan's 6th Annual Customer Interaction Malaysia summit.

Media partners for the awards banquet include Business Today and Top 10 of Malaysia.

Media contact:

Carrie Low
Corporate Communications, Asia Pacific
P: +603 6204 5910
E: [email protected]

2014 Frost & Sullivan Best Practices in Customer Experience Awards Recipients

Country

Award Category

Recipient

Australia

Best Customer Experience in Automotive

Honda

Best Customer Experience in Banking

Bendigo & Adelaide Bank

Best Customer Experience in Telecommunications

Telstra

Best Customer Experience in Telecommunications - In Store

Optus

Indonesia

Best Customer Experience in Banking

Bank Central Asia

Best Customer Experience in Telecommunications - In Store

XL Axiata

Best Customer Experience in Telecommunications - Services

PT Telekomunikasi Selular (Telkomsel )

Best Customer Experience in Telecommunications - Customer Support Channels

PT Telekomunikasi Selular (Telkomsel )

Thailand

Best Customer Experience in Banking

Siam Commercial Bank

Best Customer Experience in Telecommunications

Advanced Info Service

Taiwan

Best Customer Experience in Automotive

Nissan

Best Customer Experience in Banking

Taishin International Bank

Best Customer Experience in Telecommunications

Chunghwa Telecom

Philippines

Best Customer Experience in Banking

Bank of Philippine Islands

Best Customer Experience in Telecommunications

Smart Communications

Singapore

Best Customer Experience in Automotive

BMW Asia

Best Customer Experience in Banking

OCBC Bank

Best Customer Experience in Telecommunications - Services

Starhub

Best Customer Experience in Telecommunications - In Store

SingTel

Best Customer Experience in Telecommunications

M1

China

Best Customer Experience in Telecommunications

China Mobile

Malaysia

Best Customer Experience in Automotive

Honda Malaysia

Best Customer Experience in Banking

Public Bank

Best Customer Experience in Telecommunications

Celcom Axiata

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion

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