NRMA has taken out two major prizes at the CX Awards, recognising excellence in customer experience across Australia and New Zealand.
NRMA Chief Customer Officer Emma Harrington was named CX Leader of the Year and NRMA’s Customer Strategy and Experience Design team took out the prize for CX Team of the Year.
The CX Awards are designed to benchmark and recognise the very best customer experience initiatives in the region, celebrating businesses that are innovating the way customers engage with them.
NRMA CEO Rohan Lund said the NRMA had a strong history of putting its Members first and was always looking at ways to improve the customer experience.
“Customer experience starts with the incredible frontline staff who work across our group businesses and ends with our executive leaders,” Mr Lund said.
“I’m proud to say Emma Harrington and her Customer Team continue to champion the voice of our Members and customers across all levels of the organisation, including the board. Emma has made customer insights a part of how success is measured and holds all of us to account for a more customer-centric culture, especially as we prepare to celebrate NRMA’s centenary next year."
Two years ago, the NRMA redesigned its approach to customer experience, changing the structure to bring Consumer Insights, Experience Design, Customer Strategy and Member Relations into one team. Since the launch of the team, the NRMA has seen increases in Net Promoter Score across the business, greater engagement in CX and improving experience from staff across the business, and a reduction in complaints.
Award submissions were judged by a panel of 11 senior industry leaders in customer experience, including nib, Transport for NSW, Red Cross, Expedia and Volkswagen Group.
NRMA joins other category winners including Commonwealth Bank, Revenue NSW, Cue Clothing, Auckland Transport and Maritz CX in creating innovative and responsive CX strategy.