22 minute read
Ingenious brands recognised at the Asian Experience Awards 2021
Delivering positive experiences for both customers and employees requires every company to utilise strategy and bring creativity into every initiative they roll out, as having a meaningful experience maintains loyalty and builds trust amongst all stakeholders.
Outstanding experience initiatives were recognised at the Asian Business Review’s first-ever Asian Experience Awards 2021 held digitally. The awards programme aims to recognise the ingenious initiatives of creative companies in delivering meaningful brand experiences to their stakeholders.
The event serves as a seal of excellence for the outstanding work and efforts put into ensuring memorable and meaningful brand encounters for today’s consumers.
Amongst the esteemed judges for this year’s nominations were Guillaume Sachet, Partner, Head, Customer Practice at KPMG; Sam Lo, Partner, Asean EY Private Assurance Leader at EY; Dennis Lee, Partner at RSM Singapore; and Roger Loo, Executive Director, Head of Management Consulting Services at BDO Singapore.
Below is the list of the winning companies. Congratulations!
The Asian Business Review congratulates the following winners:
AIA Singapore
Singapore Digital Experience of the Year - Financial Services
ALIGN TECHNOLOGY
Singapore Brand Experience of the Year - Healthcare Technology
Allianz PNB Life Insurance, Inc.
Philippines Brand Experience of the Year - Life Insurance
AYA SOMPO Insurance
Myanmar Customer Experience of the Year - General Insurance
BC Card
South Korea User Experience of the Year - Payments
Certis
Singapore Employee Experience of the Year - Business Services
China Telecom Global
Customer Experience of the Year - Telecommunications
CIMB Bank Berhad, Singapore Branch
Singapore Customer Experience of the Year - Banking Singapore Product Experience of the Year - Banking
CTBC BANK
Taiwan Digital Experience of the Year - Banking
DirectAsia Insurance Singapore
Singapore Distribution Experience of the Year - General Insurance
FairPrice Group
Singapore User Experience of the Year - Retail
HSBC Philippines
Philippines Brand Experience of the Year - Banking Philippines Partner Experience of the Year - Banking
Infosys
Australia Digital Experience of the Year - IT Services
Nanyang Technological University, Singapore
Singapore Digital Experience of the Year - Education
NTUC Income Insurance Cooperative Limited
Singapore Digital Experience of the Year - Life Insurance Singapore Product Experience of the Year - Life Insurance
OCBC Bank (Malaysia) Berhad
Malaysia Digital Experience of the Year - Banking
Progresif Sendirian Berhad
Brunei Employee Experience of the Year - Telecommunications
Prudential Laos
Laos Employee Experience of the Year - Life Insurance
Lazada Indonesia
Indonesia Digital Experience of the Year - E-Commerce Indonesia Product Experience of the Year - E-Commerce
SAP Customer Experience APJ
Singapore Brand Experience of the Year - Technology
Singlife with Aviva
Singapore Service Experience of the Year - Financial Services
Studio Messa
Australia Brand Experience of the Year - Dining & Entertainment
Sun Life Malaysia
Malaysia Customer Experience of the Year - Life Insurance
TDCX
Malaysia Employee Experience of the Year - Data Center
UNITED OVERSEAS BANK (MALAYSIA) BERHAD Malaysia Customer Experience of the Year - Banking
United Overseas Bank
Singapore Employee Experience of the Year - Financial Services
UOB Malaysia
Malaysia Product Experience of the Year - Financial Services
Allianz PNB Life Insurance, Inc. FairPrice Group AYA SOMPO Insurance
BC Card HSBC Philippines TDCX
Certis
Lazada Indonesia
OCBC Bank (Malaysia) Berhad
Nanyang Technological University, Singapore Prudential Laos
Invisalign Singapore Pte Ltd NTUC Income Insurance Cooperative Limited
Singlife with Aviva AIA Singapore
United Overseas Bank
Align Technology awarded at the Healthcare Technology category in the Asian Experience Awards
My Invisalign App – supporting patients in every step of their treatment journey to deliver healthy, beautiful smiles.
Raj Pudipeddi, Chief Product and Marketing Officer, SVP and Managing Director, Asia Pacific
Align Technology is a global medical device company with a vision to bring clear aligner orthodontic treatment to the masses. The company pioneered the digital orthodontic market with the introduction of the Invisalign system 24 years ago and continues to innovate products and technologies to help doctors transform smiles and change the lives of their patients.
Having been at the forefront in the digital dentistry revolution since 1997, Align Technology continues to drive innovation through advanced science and technology including biomechanics, software algorithms, 3D printing and proprietary polymers to create a digital solution to an old analogue problem – moving teeth. Digital has become the way we transform smiles and today, Invisalign treatment is the most advanced clear aligner system in the world.
With more than 12 million Invisalign smiles, Align is still revolutionising the way we move teeth – transforming the practice of dentistry and how smiles are transformed with integrated digital workflows and virtual tools designed to improve clinical confidence, treatment efficiency, and patient outcomes and experience. The process starts by connecting to consumers through digital applications: a scan with an iTero intraoral scanner, digital treatment planning, aligner production, treatment, and monitoring through virtual tools for quality of care.
Align’s revolutionary iTero intraoral scanners helped moved Invisalign treatment planning and visualisation chairside, enhancing doctor-patient communication and the entire treatment experience. With exocad CAD/ CAM software, it also aids tens of thousands of dental professionals bring the precision, efficiency, and collaboration of digital production to restorative dentistry, implant planning, and more.
With 21 million orthodontic case starts annually and more than 500 million consumers who can benefit from a better smile, the market for digital orthodontics and restorative dentistry is massive and has been unleashed by the need for digital. The recent years have accentuated the digital economy across industries, and many dentists and orthodontists are embracing digital treatment in new ways and more purposefully than ever before.
Through years of innovation in digital orthodontics and dentistry, including iTero intraoral scanners and digital workflows, Align is focused on bringing the latest technology to doctors and their patients through the Align Digital Platform, an integrated suite of unique, proprietary technologies and services delivered as a seamless, end-to-end solution.
Dentists and orthodontists who are Invisalign providers are now using virtual tools to optimise in-office appointments and deliver doctor-directed, personalised treatment that meets the needs of the moment – and will reshape the future of treatment.
Digital virtual tools include the Invisalign Virtual Care and Invisalign Virtual Appointment tools that were built into the My Invisalign App. These tools were both designed to further enable doctors to manage and continue a range of practice services to communicate and connect with their patients, as well as provide patients with a more seamless treatment process.
These digital tools provide a collaborative platform between doctors and prospective Invisalign patients. Using design thinking, a simple journey was developed with photos and a video that would be shared with doctors on a weekly or bi-weekly basis based on the aligner schedule. Doctors review these photos and share their feedback from their doctor portal through a bi-directional channel between the doctor and the patient.
The Invisalign Virtual Appointment tool is now available in 13 markets in Asia Pacific, with over 1,500 active Invisalign doctors using the tool to provide patient access. The Invisalign Virtual Appointment tool enables doctors to easily schedule and host HIPAA-compliant video appointments to discuss Invisalign treatment with patients. Invisalign Virtual Care, which is currently available in Australia, New Zealand, Singapore, Thailand, India, Japan & Vietnam, can be used for remote consultations once treatment begins, assessment of treatment progress, and communication of adjustments or concerns during the treatment journey.
These tools help to deliver great outcomes and product performance that benefits both doctors and patients. Feedback to date for these tools have been positive, as doctors adopt these tools to improve patient experiences and increase office efficiencies, as well as empowering patients by providing flexibility through a seamless treatment process.
Align Technology continues to innovate products to provide a seamless, end-to-end solution for doctors and patients
SAP’s report gives insights on how businesses can deliver genuine CX today.
As organisations work overtime to improve their customers’ experience in today’s digital world, it is easy to forget that digital is merely a means to an end. The raison d’être of top- performing brands had always revolved around establishing an emotive connection with customers. But how can we give customers exactly what they want, when they want it, while simultaneously humanising the gap between digital actions and our heartstrings?
For brands, I believe this starts with conscious leadership in how they conduct business. This means not just focusing on the bottom line, but to put people first. I believe that if employees are empowered to live up to their potential and be the best versions of themselves, then profit and planet will follow. I call these the three Ps of conscious leadership.
Technology matters, and resilience in a post-pandemic reality matters, too. The pandemic fundamentally shifted how we traditionally approach many aspects of everyday life and brought to the fore a stark realisation of the role of CX in our hyperconnected world today. The ongoing fallout from COVID-19 forced this awareness in many organisations across the region.
However, the biggest barrier to CX transformation is that businesses are unwilling to make drastic changes. Knowingly or not, some forego the building of agility and make do with whatever has worked in the past. But we don’t have to wait for the painful experience of the house burning down around us before we change. With the right solutions and leadership, businesses can transform to deliver genuine CX today.
At the core, this is why we built this Heart Matters campaign. When Rita, our head of marketing for SAP Customer Experience (CX) APJ, and I brainstormed and discussed about the kind of CX that would outlast any crisis and thrive in the future, we both agreed that it’s the kind of CX that comes from the heart, from companies that have greater purpose and focus on things beyond profit and loss – things like people, planet and prosperity.
At the heart of this initiative is research; we wanted to hear directly from the mouth of the customers, and we engaged our Qualtrics research team to conduct the survey. The main objective is to find out about what consumers expect from the brands they buy from, and more importantly, if the experiences they have had, meet their expectations.
We commissioned this survey of more than 5,900 consumers across the Asia Pacific (APAC) region to find out more about what people care about. We want to better understand how their views of brands correlate with their spending, as well what matters most when it comes to customer experience. Questions were posed to customers across a range of age groups in Australia, Singapore, Japan, South Korea (Korea), India, Malaysia and Thailand. The findings are truly refreshing and insightful and yours to explore in this report. To download the full report, visit: www. sap.com/sea/heartmatters
Peggy Renders, Senior Vice President & GM, Customer Experience Solutions APJ at SAP
WE INTUITIVELY UNDERSTAND THAT GENUINE CUSTOMER EXPERIENCE IS AN AFFAIR OF THE HEART. MUCH LIKE THE FRIENDS WE LOVE TO SPEND TIME WITH, WE WANT TO HANG OUT WITH A BRAND THAT IS TRUSTWORTHY, EMPATHETIC, GENEROUS AND SHARES OUR VALUES AND CONCERN FOR OTHERS. WE ARE ATTRACTED TO BRANDS THAT TAKE CARE OF US AND OF WHAT MATTERS FOR US, NOT SOMEONE WHO ONLY EVER CALLS TO ASK FOR FAVOURS
Project Sustainable Future: Allianz PNB Life gives hope and empowerment to young Filipinos
The initiative won the Philippines Brand Experience of the Year - Life Insurance at the Asian Experience Awards 2021.
No Filter
Project Sustainable Future is a positive and encouraging branding and marketing campaign intended to differentiate Allianz PNB Life through sustainability, targeting the younger Filipinos through digital means, and connecting this to the company’s mission to “Secure the future” by giving hope and empowerment for a confident tomorrow.
The campaign is made up of three pillars: Corporate Social Responsibility (CSR), Content Marketing, and Endorsement.
Corporate Social Responsibility: Allianz Ride Safe Ride Safe was first launched in 2020 to address Metro Manila’s transportation problem, especially during the pandemic when public transportation was affected, with more bike-friendly cities. The campaign boasts the country’s first solar-powered bike pit stop in San Juan and themed bike racks and art installations in three of Manila’s main parks. Ride Safe’s most recent initiative is The Bikeyard in Bonifacio Global City, which was launched in December 2021. It is a safe space for bikers that features bike lock-in racks, repair equipment, pump stations, and a side micro park for bikers to leave their equipment while strolling.
In the coming months, Ride Safe is set to promote cycling to citizens in Makati, and soon other major cities all over the Philippines.
Content Marketing: No Filter Parallel to Allianz Ride Safe, there was an opportunity to reach the broader market with our Sustainability and Confidence in Tomorrow brand message via the digital channels that Filipinos visit.
“No Filter” brings Allianz PNB Life’s sustainability thrust online. Through the use of irony and referencing the way Millennials and Gen Zs’ use filters when they take photos to post on social media, Allianz PNB Life came up with a way of highlighting that environmental problems cannot be hidden in well-taken photographs and videos. It stars a humorous digital spot that still drives home an important message, and is followed up by a series of calls for audiences to plan for the planet by supporting companies such as Allianz PNB Life that champion green initiatives.
Endorsement: Alyssa Valdez To ground the CSR and Content Marketing Campaign, Allianz PNB Life utilized a perfect representative of the Millennial and Gen Z market, someone who is locally looked up to and followed by many, particularly the younger Filipinos.
Alyssa Valdez is arguably the most popular volleyball athlete in the Philippines. She rose to fame as a college player in the local university tournaments, crossing interest from sports fans to the public when her teams won major tournaments in a dramatic and exciting fashion. She is so popular that among volleyball players worldwide, she is among the top in followers at more than 1 million followers in her Instagram account. At 28 years old, she is now a professional volleyball player in the middle of her career, and she is already thinking of life after her athletic career is over and has expressed some of this publicly. Given that insurance is protection both in health and finances, this easily fits with the messaging. But more than that, Alyssa herself is in favour of sustainable practices and so, it matches Allianz PNB Life’s sustainability messaging.
Only The Beginning Project Sustainable Future represents the initial salvo of what will be a continuing effort to push Allianz PNB Life forward so that it can be as much a top-of-mind and important consideration for insurance amongst Filipinos. Even if building a brand and its experiences takes time, Allianz PNB Life believes that this can be accelerated through the strategic use of this constant, relevant messaging to the market, which will then translate into greater interest in Allianz PNB Life’s brand as well as its products.
Volleyball player, Alyssa Valdez
Open an HSBC Premier account and get PHP20,000 worth of eGCs when you invest or avail of an insurance product worth PHP3M and sign up for an HSBC Premier Mastercard. Get an additional PHP5,000 eGC when you meet the minimum spend of PHP15,000 using your new credit card.
Find out more. Visit www.hsbc.com.ph/2hpremacq or scan the QR code now.
Spend PHP15,000 anywhere with your new HSBC Premier Mastercard to qualify. Terms and conditions apply. Promo period: October 1, 2021 - February 28, 2022. Per DTI Fair Trade Permit No. FTEB-127609 Series of 2021. HSBC is regulated by the Bangko Sentral ng Pilipinas.
Issued by The Hongkong and Shanghai Banking Corporation Limited.To contact HSBC for inquiries or complaints, please call HSBC’s Customer Service at (02) 8858-0800 or (02) 7976-8080 from Metro Manila, 1-800-1-888-4722 PLDT domestic toll-free, (International Access Code) + 800-100-85-808 international toll-fee for selected countries/regions, or send an email to hsbc@hsbc.com. ph to submit an inquiry or complaint. If you want to find out more about HSBC’s customer feedback procedures, please visit hsbc.com.ph/feedback to learn more about feedback and complaints. The Hongkong and Shanghai Banking Corporation Limited is an entity regulated by the Bangko Sentral ng Pilipinas (Bangko Sentral) https://www.bsp.gov.ph. You may get in touch with the Bangko Sentral Consumer Protection and Market Conduct Office through their Email: consumeraffairs@bsp.gov.ph; Webchat: http://www.bsp.gov.ph; Facebook: https://www.facebook.com/Bangko SentralngPilipinas or SMS: 021582277 (for Globe subscribers only). Deposits are insured by PDIC up to P500,000 per depositor. T057P110921HS
THE PROGRESIF-VERSE POWERED & INSPIRED BY YOU
WE ARE POWERED BY PEOPLE WITH HEART
We want our customers to experience the joys of a connected, inspired and progressive life. This goal is the heartbeat of Progresif. It makes our shared purpose clear: to provide the people of Brunei the wonders of the wireless world – always, e ortlessly and competitively.
NTUC Income bags major wins at the Asian Experience Awards 2021
Two of its life insurance products – SNACK and TRIBE were awarded separate recognitions.
SNACK investment
Homegrown insurer, NTUC Income continues to make its mark in Singapore. It is constantly exploring ways to extend the accessibility of insurance to people, such as gig economy workers and first jobbers who are just starting to build insurance coverage for themselves.
Through insights gathered from its research, NTUC Income discovered that young adults see the value of insurance protection but are often hindered by the lack of affordable options that offer flexibility in premium payment and coverage while others may be discouraged by the seemingly complicated and tedious application processes in conventional insurance plans.
In the past year, NTUC Income has widened its reach to different customer segments via its SNACK and TRIBE offerings, from first jobbers to gig economy workers and parents. These two products were designed to answer current protection gaps in the market. For the changes it has introduced in the industry, Asian Business Review’s Asian Experience Awards recognised the company’s efforts and awarded them for both products.
The “Singapore Digital Experience of the Year - Life Insurance” award was awarded to SNACK. On the other hand, TRIBE won the “Singapore Product Experience of the Year - Life Insurance” award.
The awards recognise the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders in all industries in Asia.
SNACK is a novel micro-insurance and investment platform that reimagines the conventional channels of obtaining insurance by making insurance ‘invisible’ and seamlessly integrated with customers’ lifestyles, lowering the barrier of entry whilst providing unprecedented and flexible access to insurance protection to people from diverse financial backgrounds.
SNACK users can select their premium amounts from as low as $0.30. Each time they engage in a lifestyle activity such as paying for groceries or taking public transport, a microinsurance and/or micro-investment linked policy is issued to them. These policies stack up over time to allow users to accumulate their sum assured coverage and build up their investment portfolio.
Amongst SNACK’s key achievements include having customer engagement that has grown by 50% between the January to March quarter of 2021. Within six months from launch, 60,000 customers have downloaded the app and 21,500 customers have signed up for a SNACK user account.
Today, more than $50m sum assured have been accumulated by SNACK customers.
TRIBE is also celebrated for its achievements. In November 2020, NTUC Income launched the enterprise version of TRIBE, an innovative, industry-first insurance proposition that revolutionised the way consumers engage with, purchase, and obtains insurance in Singapore, in partnership with SAFRA.
It is the first flexible subscriptionbased insurance in Singapore that offers customisable insurance packs with no minimum lock-in periods. With premiums starting at $5.00 per month, customers can conveniently subscribe, upsize or downsize or even switch between different insurance packs.
TRIBE streamlines the end-to-end process lifecycle for customers by 99%, through automated digital flows for onboarding, claim submissions, and claim payouts via PayNow.
Within three months after launch, more than 10 ecosystem partners have signed up to work with TRIBE to help their customers build their insurance coverage. Consumers can look forward to upcoming launch specials via partners such as CardsPal, Ez-Link, Helpling, Little Lives, Plus!, SAFRA, Speedoc and Supermom.
TRIBE’s growth has tripled from Q1 to Q2 this year and more than $82m sum assured has been accumulated by users since launch.
TRIBE by Income - Recovery pack
NTUC INCOME HAS WIDENED ITS REACH TO DIFFERENT CUSTOMER SEGMENTS VIA ITS SNACK AND TRIBE OFFERINGS, FROM FIRST JOBBERS TO GIG ECONOMY WORKERS AND PARENTS AND TO ANSWER CURRENT PROTECTION GAPS IN THE MARKET
Nanyang Technological University, Singapore elevates Next-gen Learning Experience
More than 650 undergraduate courses were offered through its platform.
The NTULearn Ecosystem that hosts most of the courses at Nanyang Technological University, Singapore (NTU Singapore) has been the cornerstone of the University’s digital learning environment for the past decade.
Two years ago, NTU embarked on a major transformation of its NTULearn Ecosystem to enhance and focus on student experiences and collaborative learning engagements.
This digital transformation initiative aimed to take the University a step closer toward its NTU Smart Campus vision to enhance learning and living experiences through digital and tech-enabled solutions.
At the heart of the University’s transformation in education is the purposeful blend of digital learning innovations to enhance the online delivery of lessons, e-Assessments, and teaching and learning experiences.
The University is guided by the Virtual Adaptive and Distributed Learning Model, a dynamic framework that was refined earlier this year, to meet the requirements of the NTU 2025 strategic plan, which outlines the University’s education, research and innovation ambitions for the next five years.
There are two key elements in the framework, where both are equally important and complementary – adaptiveness for the virtual environment to serve various types of lesson management and assessment capabilities, and “anytime anywhere” learning that allows teachers and learners to deliver and access lessons from non-centralised locations independent of time and place, using their preferred personal learning device.
Since 2015, when Technology-enhanced Learning (TEL) started at NTU, more than 650 undergraduate courses have been transitioned to online or hybrid delivery through NTULearn.
When COVID-19 hit and disrupted in-person lessons, NTU was able to shift practically all classes to the virtual environment seamlessly within one week. More than 1,000 in-person weekly lessons were shifted to online learning for 30,000 students in the first quarter of 2020.
This was powered by a new scalable and cloud-based NTULearn Learning Management System implemented in January 2020 that could accommodate an increase of cloud storage for digital learning content by 400%. A strong infrastructure enabled swift adaptability to the pandemic requirements with an academic continuity that leaves no student behind.
To ensure that all students complete their final examinations during Singapore’s circuit breaker and heightened alert periods in 2020 and 2021, NTULearn made remote e-examinations possible by introducing an AIbased proctoring tool for e-assessments.
A strategic partnership with Coursera was also established and integrated as part of NTULearn to allow undergraduate students to obtain transfer credits upon completion of selected massive open online courses (MOOCs) offered via Coursera at no cost, resulting in substantial savings and shaping new lifelong learning behaviours for students.
In addition, a new cloud-based Student Response System was implemented for distributed lessons that allowed lecturers and students to synchronously interact and access multimedia content and platforms from different locations. The hybrid learning model was well received with over 90% positive student feedback for higher engagement and learning experience.
The new cloud-based NTULearn Video solution was also introduced in January 2021 to further enhance students’ online learning experience. Today, NTU offers a catalogue of over 250,000 learning videos entirely produced in-house.
Recognising the strong digital-driven transformation that NTU has made to benefit its students, faculty and staff, the University was awarded the “Singapore Digital Experience of the Year – Education” at the Asian Experience Awards 2021 recently.
“We see this award as an encouraging endorsement from the industry of NTU’s commitment to continuously improve the digital learning and teaching experience for our students, faculty and staff”, said Mr Alvin Ong, Chief Information Officer at NTU Singapore.
Students at The Hive, NTU Singapore’s iconic learning hub (pictured pre-COVID-19) Credit: NTU Singapore
