All the winners from the CSIA 2018 Australian Service Excellence Awards
The CSIA 2018 Australian Service Excellence Award winners have been announced at a gala event held at The Star in Sydney on 1 November 2018.
The Customer Service Institute of Australia (CSIA) awards are now in their 18th year and are regarded as Australia’s premier customer service awards event, with attendees coming together each year to recognise best practice and innovation in customer service, highlighting their importance in today’s business climate.
The award submission process involves a written application with the criteria based on the International Customer Service Standard (ICSS:2015-2020) across 27 specific measures as well as a site visit or telephone interview depending on the criteria.
You can learn more about CSIA and their awards program at their website.
2018 Australian Service Excellence Award Winners – Organisations
Customer Service Organisation of the Year – Government/Not for Profit
Winner: University of South Australia Business School
Service Champion: City of Melville
Customer Service Organisation of the Year – Small Business
Winner: Centorrino Technologies
Service Champion: Ocean Keys Shopping Centre
Customer Service Organisation of the Year – Medium Business
Winner: Stryker South Pacific
Service Champion: Rockend
Customer Service Organisation of the Year – Large Business
Winner: Melbourne Cricket Club
Service Champion: HCF – The Hospitals Contribution Fund of Australia
Customer Service Organisation of the Year – Retail
Winner: Pacific Fair Shopping Centre
Service Champion: Muffin Break Victorian Operations Team
Service Excellence – Small Contact Centre
Winner: Australian Catholic Superannuation & Retirement Fund
Service Champion: Intuit Australia
Service Excellence – Medium Contact Centre
Winner: Rockend Customer Support, Perth
Service Champion: WEX Australia
Service Excellence – Large Contact Centre
Winner: American Express Australia Limited – Consumer Engagement Network
Service Champion: Sunsuper
Customer Service Team of the Year – Small
Winner: CMC Markets Sales Trading
Service Champion: Revenue NSW – Customer Insights Team
Customer Service Team of the Year – Medium
Winner: Brisbane City Council Customer Services Customer Experience Team
Service Champion: Adestra Support Team
Customer Service Team of the Year – Large
Winner: Wyndham Vacation Clubs Asia Pacific Customer Experience
Service Champion: Harbour City Ferries
Customer Service Project of the Year – Customer Impact
Sydney Water Customer Hub
Service Champion: HP Inc Sth Pac Customer Support
Customer Service Project of the Year – Continuous Improvement
Winner: iCare NPS ‘much more than a score’ program
Service Champion: Wyndham Vacation Clubs Asia Pacific 5 Day Project
Customer Service Project of the Year – Service Transformation
Winner: City of Casey – Bunjil Place ‘One Place One Team’
Service Champion: OPTUS Robotic Process Automation
Customer Service Project of the Year – Service Innovation
Winner: Stryker South Pacific Quality Partner Model
Service Champion: Intuit Australia
Best of the Best
Best of the Best: Stryker South Pacific
2018 Australian Service Excellence Award Winners – Individuals
Extraordinary Service Award
Winner: Milan Mili – University of South Australia Business School
Customer Service Advocate of the Year
Winner: Rafael Marini – NAB
Service Hero: Yu-hsien Kuo – American Express Australia Limited
Customer Service Professional of the Year
Winner: Jennifer Tse – Intuit Australia
Service Hero: Donna Coote –Stryker South Pacific
Customer Service Leader of the Year
Winner: Matthew Hargrave – American Express Australia Limited
Service Hero: Kristiina Bedford Rockend
Customer Service Manager of Year
Winner: Aoife Roche – Assetlink
Service Hero: Muzi Ozcelik – Assetlink
Customer Service Executive of the Year
Winner: Scott Downing – Rockend
Service Hero: Adam Centorrino – Centorrino Technologies
Next steps
- View the CSIA winners for 2019
- Learn more about CSIA and their awards program by visiting their website.
- Read some of our expert articles on how to improve the CX in your business.
Get some help to win the awards for next year! Search our CX Directory for consultants, technology suppliers and more.
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