16 minute read

What the Judges Saw

CSIA asked our judging panel for their insights into the Australian Service Excellence Awards judging process and what makes an award-winning presentation stand above the rest.

Mei - Ling Cheong-Nepia (Head of Client Services, Australian Ethical)

How have you enjoyed being part of the judging team this year?

It’s been a very rewarding experience as it has been in past years. It can be challenging at times as there are so many great ideas, projects, teams and people.

What in your opinion is the most rewarding aspect of being a judge?

The most rewarding aspect of being a judge is the privilege of being allowed to hear from such a diverse range of people and teams across different industries. Providing us with such insight into their business, and their offices either virtually or in person is always an honour.

Why did you apply to be a judge this year?

I have previously been a CSIA judge, and I wanted to continue to contribute to the industry and help recognise customer service excellence.

What have you learned from judging this year?

I learnt this year that there is no shortage of talent or ideas within the customer service industry and the industry is in good hands!

Megan Everleigh (Client Services Director, Pearson)

How have you enjoyed being part of the judging team this year?

I've had a blast meeting different teams vying for the top prize in the small contact centre category! These are teams much like my own. It's such a treat to hear all their success stories and celebrate their great work.

What in your opinion is the most rewarding aspect of being a judge?

There are so many amazing tips and insights to takeaway into my own team, I'm sitting at the feet of giants!

What trends have you seen driving service excellence?

New methods to improve speed of reply during business hours are enabling many small businesses to expand their hours and scope, support rapid growth without increasing headcount and develop their people into newer and more exciting skills.

What makes a finalist presentation stand out to you?

We love hearing from actual customers who are keen to celebrate their service teams and see them recognised for all their hard work!

Sabeena Parween (Contact Centre Manager, Wesley Mission)

Why did you apply to be a judge this year?

I applied to be a judge this year because I believe that service excellence is essential for any organisation that wants to succeed. I am passionate about helping businesses create a customer-centric culture, and I believe that celebrating great customer centricity via the Australian Service Excellence Awards is a great way to do that.

What have you learned from judging this year?

I have learned a lot about service excellence judging this year. I have learned about the different factors that contribute to a great customer experience, such as empathy, responsiveness, and problem-solving skills. I have also learned about the importance of creating a culture of service excellence within an organisation.

What makes a finalist presentation stand out?

A finalist presentation that stands out to me is one that is clear, concise, and engaging. The presenter should be able to articulate the organisation's service excellence strategy and how it has been implemented. They should also be able to provide examples of how the organisation has exceeded customer expectations and worked towards solutions that help solve problems.

I am confident that the winners of the 2023 Australian Service Excellence Awards will continue to set the standard for service excellence in Australia. I am proud to have played a small role in recognising their achievements.

Luke Jamieson (Solutions Consultant, Upland Software)

How have you enjoyed being part of the judging team this year?

It’s great to be back on site with so many finalists this year. Nothing beats the atmosphere and vibes you get from being up close and personal with the heart of the business.

Why did you apply to be a judge this year?

This is my 4th year judging, and I will continue to do so as long as CSIA lets me. I thoroughly enjoy the process. Each year, I walk away from this inspired and encouraged.

What have you learned from judging this year?

One particular entry this year showed me how you can work better with your competitors to not only grow and be more successful but also provide better customer outcomes which is what it is all about.

What trends have you seen driving service excellence?

In the past few years, there have been lots of crises that have forced organisations to lift, pivot and evolve in order to tackle the challenge. Organisations are using these moments of crisis to cut through red tape and accelerate change that may have taken years to achieve under normal circumstances. This accelerated change is then imbedded in BAU and the horizon is reset.

What makes a finalist presentation stand out?

Aside from good pastries (jokes), it has to be seeing the passion and conviction come though on the faces and in the voices of the people presenting. Those that tell the story behind the PowerPoint always shine in my opinion.

Richard Whybrow (IT Training Officer, City of Moonee Valley)

How have you enjoyed being part of the judging team this year?

I must say that being part of the judging team for the 2023 Australian Service Excellence Awards has been an absolutely wonderful experience, just as it has been in previous years.

I have thoroughly enjoyed being part of the judging team this year. It's always a privilege to witness the outstanding service excellence initiatives and practices showcased by organisations across Australia. The dedication and innovation displayed by these participants are truly inspiring.

What in your opinion is the most rewarding aspect of being a judge?

The most rewarding aspect of being a judge is having the opportunity to recognise and celebrate the hard work and commitment of individuals and organisations in their pursuit of service excellence. It's a joy to see how these efforts positively impact customers and communities.

Why did you apply to be a judge this year?

I applied to be a judge this year because I firmly believe in the importance of recognising and promoting service excellence. Being part of the judging panel for the last 5 years allows me to contribute to this cause and support the continuous improvement of service standards in Australia.

What have you learned from judging this year?

Judging this year has provided me with valuable insights into the ever-evolving landscape of service excellence. I've learned that adaptability, innovation, and a customer-centric mindset are crucial for organisations to thrive in today's dynamic environment.

Marina Logozzo (Change Manager, Optus)

How have you enjoyed being part of the judging team this year?

I have loved seeing the growth of organisations delivering customer service. The secret is out. More and more organisations are understanding the dependency and power of providing great employee engagement which flows through to delivering exceptional customer service.

Why did you apply to be a judge this year?

I look forward every year to applying. Seeing the innovation that organisations are implementing. Keeping abreast on the latest innovation and automation trends. I also get to find out how they overcame their biggest challenges.

What have you learned from judging this year?

This year reinforced the fact that you can’t know what to expect from just a nomination. A key call out is that the passion for delivering exceptional experiences is stronger than ever.

What trends have you seen driving service excellence?

RPA and automation are now quite common with technology solutions for customers being prioritised. App and self-service are really coming through along with a greater demand for managed services.

What makes a finalist presentation stand out to you?

Authenticity. Lots of effort is put into the presentation, best speakers, great graphics and all of that is needed. What really stands out for me is when speaking to the doers of the organisation and hearing their natural, unprepared responses and pride for what they deliver for customers every day is awesome.

Tony Pescott (Consultant, Customer Pulse)

How have you enjoyed being part of the judging team this year?

Really enjoyed being part of the judging panel for the second year. Get to meet some very nice people all wanting to achieve excellence in customer service, so feel I have a lot in common.

What in your opinion is the most rewarding aspect of being a judge?

Being able to give back all the experiences I have gained over 51 years of work and hopefully impart my knowledge to assist businesses to be the best they can be.

What have you learned from judging this year?

That there is always more than one right answer and whilst there are many ways companies express their customer journey, they are all trying to deliver the best outcomes for their customers.

What trends have you seen driving service excellence?

This varies from company to company, but I believe what is important is that they are all trying hard to be the best. What could assist is showing and demonstrating what great can look like.

What makes a finalist presentation stand out to you?

Their passion for excellence, having the ability to talk about the ICSS, but then the ability to demonstrate how they have embedded these standards into their everyday working environment, through people, operations, finance, training and coaching, customer experience and delivery. One thing is to talk about it but another is to see it entrenched in a business every day as a way of life.

Aoife Roche (Senior Key Account Manager Strategic Partnerships, Assetlink Services)

What in your opinion is the most rewarding aspect of being a judge?

The impact. It is truly rewarding to be able to support the recognition of individuals and companies that are ‘customer obsessed’. I hope this recognition through CSIA and the ASEA motivates individuals to confidently showcase their talent to continuously better their personal and/or professional journey and I hope companies through this experience continue to grow and be successful.

Why did you apply to be a judge this year?

I have been fortunate to be a judge for 5 years now and I love the experience. Leaving my day job and focusing on connecting with customer focused professionals and learning from their customer journey is why I continue to be involved.

What have you learned from judging this year?

The diversity in customer centricity and how organisations and individuals have their unique style of supporting their customer journey. This diversity should be empowered and celebrated.

What makes a finalist presentation stand out to you?

Preparation and understanding your customer. A standout presentation allows the most suitable people in the organisation to speak of this experience and be present. This supports the judging experience in not only understanding the great work being done but also allows the judges to be further emersed in the journey and feel this passion.

Diedre Wilson (Customer Service Manager, Premier Waste Management)

How have you enjoyed being part of the judging team this year?

It has been an absolute honour to have been selected as part of the judging team for the third year in a row. I have really enjoyed reading the finalist submissions, visiting their sites and getting an understanding how other companies deliver on the four judging criteria.

What in your opinion is the most rewarding aspect of being a judge?

Being completely inspired by the people behind the scenes, seeing their passion in detailing their business and how they drive service within their businesses.

Why did you apply to be a judge this year?

I love to learn, see how the best of the best achieve success in their businesses, understand what my own team can do better and be inspired by industry greats.

What have you learned from judging this year?

It has been so interesting to learn how other companies create their culture within the business; how they look after their staff and how this extends to their customers.

What trends have you seen driving service excellence?

AI has made a huge impact on driving service excellence. All these new omnichannel platforms and systems designed to provide in depth analysis of interactions between customer service agents and customers, with sentiment tracking (which also delivers CSAT scores), live call analysis and transcription, has been mindblowing.

Marissa Marconi (National Manager, Westpac)

What in your opinion is the most rewarding aspect of being a judge?

Watching the amazing talent showcase new ideas, insights and ways of working across various industries – achieving a common goal to help make a difference to customers that engage with us.

As our customer demands change, it is also great to see the commitment made to gathering customer feedback across multiple channels –empowering individuals to not only focus on what they do, but how they make customers feel after each interaction.

What have you learned from judging this year?

I’ve really enjoyed hearing about the inclusive approach to designing today’s customer experience - focused on the customer actions and participation, not just customer content or product solutions.

What trends have you seen driving service excellence?

What I continue to see grow, is the impact AI and new digital pathways are having to support an organisation’s reach, speed of response and understanding of customers through data-led experiences. What is most impressive is how teams are working to align this with empathy and personal connections to make informed decisions and improve customer outcomes.

Observing the lifecycle approach to training and development of people across the organisations, including many companies investing in Mental Health First aid accreditation which is such an important focus area for organisations and teams to invest in.

Vijay Lakhanpal (Group Learning and Development Specialist, Smartgroup)

How have you enjoyed being part of the judging team this year?

Judging for CSIA is always a humbling experience. To see the finalist organisations doing incredible work for their customer’s experience and journey is extremely rewarding.

What in your opinion is the most rewarding aspect of being a judge?

The personal touch the teams add to their presentations. By doing so, the teams really try to give us a flavour of what their customers experience.

Why did you apply to be a judge this year?

I thoroughly enjoyed being a judge last year and could not say no to another opportunity.

What have you learned from judging this year?

My first judging experience was last year and it was amazing to see how the finalist organisation had reacted and put measures with the changes brought by COVID times. Judging again this year was more rewarding as it evidenced how the agility kept increasing in the post COVID world.

What trends have you seen driving service excellence?

Organisations are using technology and studying customer behaviour to cater the solutions they provide.

What makes a finalist presentation stand out to you?

It’s humbling when the team gives their 200% to share their achievements with us. It’s the personal touches – meeting team members, listening to real calls etc that is the cherry on the top for me all the time.

Thomas McIntyre (Retail & Customer Experience Manager, Pacific Fair Shopping Centre)

How have you enjoyed being part of the judging team this year?

The opportunity to judge is so rewarding. First and foremost, it provides a somewhat selfish opportunity to meet and be surrounded by other customer centric champions. It is truly inspiring to see the work being done nationally, as well as providing me with inspiration to do better! All 3 of my judging sessions, I walked away absolutely surprised at the great work being done across different sectors.

Why did you apply to be a judge this year?

I’ve been a judge for 4 years now and take something away from every judging session. I’m usually judging in a completely different industry to my norm, and it opens my eyes to what other people are doing and perhaps how I could apply new concepts to my industry. The other reason is just meeting such amazing people all passionate about the customer journey.

What have you learned judging this year?

I learned a lot about the sheer volume of calls several call centres received and the detail that goes into trying to answer all the customer’s questions and close out their request in a single call. It blows my mind the complexity of these centres, all focusing on the customer journey.

What makes a finalist presentation stand out to you?

Some of the best finalist presentation moments are when actual customers of that business speak to us. With a customer in the room, there’s nowhere to hide, allowing the judges an opportunity to ask a customer questions, and more often than not we get truly genuine responses. It’s also always fantastic when we see something truly innovative, something unexpected, or for the greater good.

Bruce Pyke (Customer Experience Consultant)

How have you enjoyed being part of the judging team this year?

It has been interesting, motivating and rewarding, as well as being great fun.

What in your opinion is the most rewarding aspect of being a judge?

Getting to meet customer focused professionals, hearing what they are doing and learning about different organisations.

Why did you apply to be a judge this year?

I recently stepped away from my full-time job and wanted to devote some time to hearing about what the best organisations are doing.

What have you learned from judging this year?

That organisations understand the value of providing great customer experience.

What trends have you seen driving service excellence?

Organisations are recognising the value of investing in local service, doing more in house and getting closer to their customers. This has included expanding service centres to more locations and using technology to enable service staff to work remotely across Australia.

What makes a finalist presentation stand out to you?

You know that any finalist is going to have a great story. What stands out is the passion of the presenters and the pride in sharing what has been achieved.

Peter Vierod (Creative Partner, Friendly Persuasion)

How have you enjoyed being part of the judging team this year?

It’s always a privilege and an honour to represent Australia’s leading customer service body.

What in your opinion is the most rewarding aspect of being a judge?

Being inspired by organisations that use service excellence to transform their businesses.

What have you learned from judging this year?

When it comes to service excellence, no detail is too small.

What trends have you seen driving service excellence?

The use of team apps among service staff to create consistency.

What makes a finalist presentation stand out to you?

Passion, process and proof.

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