Slew of awards reflects success of CIMB’s sharper focus on CX since 2016 


KUALA LUMPUR, March 18 (Bernama) -- CIMB Bank (“the Bank” or “CIMB”) garnered seven accolades in recognition of its exceptional customer experience (CX) at The Digital Banker’s Next-Gen Customer Experience in Financial Services 2019 Awards. CIMB was declared Winner for Excellence Net Promoter Score and Best Customer Experience – Branch, and received the Highly Acclaimed accolade for Best Customer Experience – Contact Centre; Best Customer Experience Business Model; Best Use of Customer Feedback; Best Client On-Boarding Initiative and Best Use of Data Analytics.
 
The Excellence Net Promoter Score award, was for the formulation and implementation of CX strategies across the Bank through a consistent baseline methodology. The Best Customer Experience – Branch award, on the other hand, was for an initiative that enhanced customer experience across key touchpoints while also improving branch productivity and efficiency. The prestigious Digital Banker’s awards is highly regarded due to its rigorous criteria for assessing and transforming customer experience, user experience and driving service innovation in financial institutions. The Digital Banker is known in 170 countries and covers 300,000 media outlets worldwide. 
 
Commenting on the slew of awards won by the Bank, Tengku Dato’ Sri Zafrul Aziz, Group Chief Executive, CIMB Group said, “We are honoured to receive these awards, which are testament to the firm’s sharper focus on customer-centricity since 2016. Given the evolution of the banking landscape and commoditization of financial products over the years, CX is key to differentiate ourselves from the regional competition. To this end, our holistic focus on enhancing CX involves not just improving the service of customer-facing staff, but also deploying the right data-driven technologies to transform how customers connect, interact and transact with us across our ASEAN network. These awards have inspired us to continue prioritising the customer, which makes up one of the key themes in our next mid-term growth plan, Forward23.” 

CIMB established its CX unit in August 2016, and since then the CX team has successfully transformed 35 key customer journeys, which led to 42 cross functional projects delivering financial benefits valued at RM68.4 million.

About CIMB Bank 
 
CIMB Bank is the consumer banking arm of CIMB Group, offering retail and commercial banking services. 
 
CIMB Group is one of ASEAN’s leading universal banking groups and is Malaysia’s second largest financial services provider, by assets. It offers consumer banking, commercial banking, investment banking, Islamic banking and asset management products and services. Headquartered in Kuala Lumpur, the Group is present in all 10 ASEAN nations (Malaysia, Indonesia, Singapore, Thailand, Cambodia, Brunei, Vietnam, Myanmar, Laos and Philippines). Beyond ASEAN, the Group has market presence in China, Hong Kong, India, Sri Lanka, Korea, the US and UK. 
 
CIMB Group has the most extensive retail branch network in ASEAN of around 800 branches as at 30 December 2018. CIMB Group’s investment banking arm is also one of the largest Asia Pacific-based investment banks, offering amongst the most comprehensive research coverage around 600 stocks in the region. 
 
CIMB Group operates its business through three main brand entities, CIMB Bank, CIMB Investment Bank and CIMB Islamic. CIMB Group is also the 92.5% shareholder of Bank CIMB Niaga in Indonesia, and 94.8% shareholder of CIMB Thai in Thailand. 
 
CIMB Group is listed on Bursa Malaysia via CIMB Group Holdings Berhad. It had a market capitalisation of approximately RM 54.6 billion as at 30 December 2018. The Group has over 36,000 employees located in 16 countries.


SOURCE : CIMB Group 

FOR MORE INFORMATION, PLEASE CONTACT:
Name : Suria Zainal
Head
Group Corporate Communications 
CIMB Group Holdings Berhad
Tel : +603 - 2261 0638 
Email : suriawati.zainal@cimb.com

--BERNAMA