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Excellence in Customer Experience Management

Mobility. Internet. Social Media. Digital Applications. They have radically changed the consumer preferences, buying habits, channel preference and have driven companies to innovate, adopt new business models and technologies. All this has led to the transformation of customer experience management in companies.

Frost & Sullivan consultants define, design and execute customer experience strategies that drive business growth, reduce customer churn & costs and improve effectiveness and deliver consistent brand experience across the customer life cycle.

Frost & Sullivan Customer Experience Research Platform

What are Your Customers Saying About You?
Nitin Bhat, Partner & Head of Consulting, Frost & Sullivan

Excellence in Customer Experience - Celebrating Best Practices.
Sapan Agarwal, Snr Director, Frost & Sullivan

Frost & Sullivan defines “Customer Experience as the accumulation of all the customer’s experience(s) throughout their journey with the supplier across any and all the functions and or products/services across any and all the touch-points of the supplier.”
Frost & Sullivan is uniquely positioned to help companies with their customer experience strategy. Our differentiators include:

• Big picture approach of mega trends, transformation shifts, and disruptive technologies that help in designing the future of customer experience
• Research across various technologies spanning 10 industries across 43 countries enables us to unearth the latent needs of the consumer
• Digital transformation expertise to drive co-creation of customer experience
• Transformational project experience delivering business benefits

Frost & Sullivan uses a five step approach from as-is assessment, visioning exercise to strategy development and implementation to help companies address the customer experience challenges. Its portfolio of offerings covers the whole cycle from assessment to solution development to implementation.

• Diagnostics and workshops – As-Is assessment and future visioning, problem identification and prioritisation
• Benchmarking – Peer benchmarking to draw up customer experience best practices and benchmarks
• Channel audit and maximisation – map customer journey and critical touch points for maximisation strategy
• Operating model design– Define the operating model for customer experience with details of people, process, policy, infrastructure
• Business process re-engineering – As-Is assessment and re-engineering of processes as per the customer experience vision.
• Implementation – Implementation design and quick wins using a sprint team approach and horizontal roll out using the coaching methodology
• Performance monitoring – Review and monitoring services

5-Step Consulting Approach





Frost & Sullivan uses its proprietary customer experience maturity model to assess companies for its current positioning and future visioning exercise for clients. This works as a platform for companies to measure their progress over time in customer experience and design improvement steps.

Customer Experience Management Maturity Model

Next Steps

Diagnose, Develop, Implement, Monitor

Frost & Sullivan Excellence in Customer Experience Awards seek to recognize companies that have pushed the boundaries to delight their customers at every stage and in every interaction - rising above the competition and demonstrating outstanding performance in their industry.

In the past, companies were successful based on either a great product, or great service; however things have shifted dramatically over the past decade.

Increasing competition in the marketplace, empowerment of customers through new technologies such as social media, macro-economic climate change and others have meant a greater focus on the customer experience. This does not mean however that product or service is unimportant; but the holistic experience of the customer has become the central theme around which everything else is organized.

What the customer experiences about a particular company depends on their subjective emotions, thoughts, feelings on products and services provided. These are greatly affected by the touch points the customer has with the company: direct or indirect, planned or unplanned. This can range from broad and indirect areas such as television advertisements, web portal experiences; to personal and direct channels such as word of mouth, email, retail stores, call center, or self-service.

To stay competitive and survive, organizations need to reassess the way they are structured, function and build relationships with customers. Closing the "reality gap" between organizations and people is becoming the number one priority - more critical than ever before.

Frost & Sullivan Customer Experience Research aims to be an effective measurement tool for businesses to benchmark themselves against industry standards and peers.

Frost & Sullivan measure customer sentiment across various touch points and throughout the customer lifecycle in various industries. The research objective is to identify companies which have continuously raised the bar of improving customer experiences in various industries.

Frost & Sullivan surveyed 2,600 end-customers across Malaysia and Singapore - focusing mainly on 3 industries; Banking, Telecommunications and Insurance. We then benchmarked customer experience across all key touch points (such as retail, contact center, services and support) though the customer lifecycle. This survey is unique in terms of its focus on measuring both customer sentiment (emotions and feelings) as well as rational opinions.

Customer sentiments and opinions were captured in three broad stages of their interaction with the companies - pre purchase, purchase and post purchase focusing primarily identifying measures such as overall satisfaction, perceived importance of different aspects within the contact channels and future intentions as a measure of loyalty.

Images from Past Events

Slideshow
13 March 2014 2014 Frost & Sullivan Customer Experience Awards Congratulations Ad
13 March 2014 Asia Pacific
Automotive, Banking and Telecommunication Industry Players Recognized at
Frost & Sullivan's Inaugural Customer Experience Awards


Australia
Telstra and Optus winners in the telecommunication industry category at
Frost & Sullivan's Inaugural Customer Experience Awards


China
Top Telecommunication Company China Mobile Recognized at
Frost & Sullivan's Inaugural Customer Experience Awards (English)


弗若斯特沙利文最佳客户体验奖授予顶级电信公司中国移动 (Chinese)

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


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


Malaysia
Celcom Axiata Berhad, Honda and Public Bank come out Tops at
Frost & Sullivan’s Inaugural Customer Experience Awards


Philippines
Bank of Philippine Islands and Smart Communications Recognized at
Frost & Sullivan’s Inaugural Customer Experience Awards


Singapore
BMW Asia, OCBC Bank, Starhub, SingTel and M1 recognised at
Frost & Sullivan’s Inaugural Customer Experience Awards


Thailand
AIS and Siam Commercial Bank Honored at
Frost & Sullivan 2014 Customer Experience Awards (English)


เอไอเอส และ ไทยพาณิชย์ ได้รับรางวัล at
Frost & Sullivan 2014 Customer Experience Awards (Thai)


Taiwan
Nissan, Taishin International Bank and Chunghwa Telecom celebrated at
Frost & Sullivan’s Inaugural Customer Experience Awards


Frost & Sullivan is a 50 year old global research organization with 1,800 analysts and consultants in 40 offices around the world who monitor more than 300 industries and 250,000 companies. Frost & Sullivan’s research philosophy originates with the CEO’s 360 Degree Perspective, which in turn serves as the foundation of its TEAM Research methodology. This unique approach enables our analysts to determine how best-in-class companies worldwide manage growth, innovation and leadership.

Frost & Sullivan Best Practices Awards Program

Frost & Sullivan Best Practices Awards program identifies exemplary achievements within a multitude of industries and functional disciplines in a variety of regional and global markets. In Asia Pacific, the Awards program has been running since 2003. To recognize the outstanding performance and achievement of companies, the awards process culminates in an Awards ceremony where Frost & Sullivan honors companies across various industries in an Awards ceremony held across different countries annually.

Frost & Sullivan Best Practice Award Banquets

1. Asia Pacific Best Practices Awards
Held annually in Singapore, the Awards program recognizes best-in-class companies in Asia Pacific. This program has identified many outstanding companies from the Automotive, Energy, Building & Environment industries to the Healthcare, Information Communication Technologies and Logistics sectors in Asia Pacific.

2. Australia Excellence Awards
Founded in 2006, the Frost & Sullivan Australia Excellence Awards is now in its ninth consecutive year and seeks to recognize companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance in the Australian market.

3. Asia Pacific ICT Awards
Founded in 2004, the Asia Pacific ICT Awards, held annually in Singapore is celebrating its 11th year this year. This Awards program acknowledges companies that excel in their business segments, and their efforts to improve the industry as a whole.

4. Thailand Excellence Awards
Now in its 2nd year, recognizes best-in-class companies in Thailand across various industries.

5. Malaysia Excellence Awards
First founded in 2005, the Malaysia Awards program began as the Malaysia Telecoms Awards. In 2010, the Awards program was expanded to include other prominent companies in Malaysia from other sectors. Frost & Sullivan celebrates the 10th anniversary of the Malaysia Excellence Awards this year.

6. Korea Excellence Awards
Now in its 3rd year, the Korea Awards program seeks to recognize companies that have rose above competition and demonstrated outstanding performance across various industries from the Automotive, Energy, and Healthcare categories to the Aerospace & Defense and Information Communication Technology sectors in the Korea markets.

7. Philippines Excellence Awards
The Frost & Sullivan Philippines Excellence Awards is now in its 4th consecutive year and seeks to recognize companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance in the Philippines market.

8. Indonesia Excellence Awards
Now in its 7th year, the Indonesia Awards program has indentified many outstanding companies in Indonesia across various industries.

9. Japan Excellence Awards
The Frost & Sullivan Japan Excellence Awards is now in its 4th consecutive year and seeks to recognize companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance in the Japan markets.

10. Singapore Excellence Awards
Founded in 2013, The Frost & Sullivan Singapore Excellence Awards program seeks to recognize companies and individuals that have pushed the boundaries of excellence - rising above the competition and demonstrating outstanding performance in the Singapore market.

2014 Recipients
AUSTRALIA
Australia Best Customer Experience in Automotive Honda
Australia Best Customer Experience in Banking Bendigo & Adelaide Bank
Australia Best Customer Experience in Telecommunications - In Store Optus
Australia Best Customer Experience in Telecommunications Telstra
CHINA
China Best Customer Experience in Telecommunications China Mobile
INDONESIA
Indonesia Best Customer Experience in Banking Bank Central Asia
Indonesia Best Customer Experience in Telecommunications - In Store XL Axiata
Indonesia Best Customer Experience in Telecommunications - Services PT Telekomunikasi Selular
Indonesia Best Customer Experience in Telecommunications - Customer Support Channels PT Telekomunikasi Selular
MALAYSIA
Malaysia Best Customer Experience in Automotive Honda Malaysia
Malaysia Best Customer Experience in Banking Public Bank Berhad
Malaysia Best Customer Experience in Telecommunications Celcom Axiata Berhad
PHILIPPINES
Philippines Best Customer Experience in Banking Bank of Philippine Islands
Philippines Best Customer Experience in Telecommunications Smart Communications Inc
SINGAPORE
Singapore Best Customer Experience in Automotive BMW Asia
Singapore Best Customer Experience in Banking OCBC Bank
Singapore Best Customer Experience in Telecommunications - Services Starhub
Singapore Best Customer Experience in Telecommunications - In Store SingTel
Singapore Best Customer Experience in Telecommunications M1 Limited
TAIWAN
Taiwan Best Customer Experience in Automotive Nissan
Taiwan Best Customer Experience in Banking Taishin International Bank
Taiwan Best Customer Experience in Telecommunications Chunghwa Telecom
THAILAND
Thailand Best Customer Experience in Banking Siam Commercial Bank PCL
Thailand Best Customer Experience in Telecommunications Advanced Info Service PLC

Contact Us

For Research and Consulting Enquires, please contact:
S R Dinesh (Mr)
Director:Growth Implementation Solutions (APAC)
DID : +603-6204.5957
Mobile : +601-123.656.374
E-mail : dinesh.rangaraj@frost.com

For Award and Banquet Enquires, please contact:
Corcin Tan (Ms)
Account Manager, Best Practices Division
DID : +65 6890 0973
Mobile : +65 8157 2854
E-mail : corcin.tan@frost.com


For Sponsorship Enquires, please contact:
Cindy Gan (Ms)
Director, Best Practices & Summits, Asia Pacific
Did : +65 6890 0984
Mobile : +65 9369 1898
E-mail : cindy.gan@frost.com


For Media Enquires, please contact:
Carrie Low (Ms)
Corporate Communications
DID : +603 6204 5910
E-mail : carrie.low@frost.com