Sitecore Customer Experience Awards

CPA Australia, QSuper, Hardie Grant Publishing and Trustpower Take Home Sitecore Customer Experience Awards

Coveted awards recognise excellence in delivery of Sitecore digital experiences

Sydney/Auckland – 3 November 2014 – Sitecore Now, in its seventh year, the Sitecore Customer Experience Awards recognise the leading companies who use Sitecore to create amazing experiences for every customer that engages with their brand across every channel. Sitecore’s experience platform combines best-in-class web content management with marketing automation, email marketing, social media, e-commerce, optimisation, and analytics into a single, unified solution. As in previous years, the 2014 award winners relied on Sitecore’s software to drive web campaigns The Sitecore judges considered creativity in the use of Sitecore’s capabilities to deliver outstanding and transformative business results, integration with applications, multichannel engagement and overall site visitor experience.

This year’s Overall Winner was CPA Australia , one of the world's largest accounting bodies with a membership of more than 150,000 finance, accounting and business professionals. CPA Australia deployed Sitecore’s Experience Platform to personalise the customer’s digital experience while increasing efficiency through the reduction of manual effort and targeted marketing content. The organisation also aimed to increase click-through rates, conversions and acquisition of new members and sales of professional development products. Following the Sitecore deployment, CPA Australia has delivered an improved customer experience combining in-house skills and out-of-the-box functionality through:

- streamlining content for new member acquisition and increased click-through rates.
- personalising new member acquisition event pages by location which lead to increased registrations.
- promoting the self-service of a key administrative task (exam scheduling) to a specific user group going through an enrolment process and reduced internal resource effort.
- increasing exposure of messaging to its tertiary and young professional audience by assigning users to this persona based on browsing patterns on the CPA Australia website.

CPA Australia was also awarded the Best Use of Web Personalisation Award.

New Zealand energy and telecommunications company, Trustpower , and partner, Cucumber took home The ROI Award and Retail, Wholesale and Consumer Goods Award for its recently launched website which has transformed the company’s digital presence and positioned it as a leading multi-utility provider The site, built on Sitecore, integrates with Gentrack Velocity (back end ERP system) and the Trustpower product catalogue. The site has been built using responsive technologies to ensure new and existing customers can transact and engage with Trustpower across any device.

Using Sitecore, Trustpower has been able to deliver an outstanding experience for customers by making it easy to explore and select relevant services, view account data across all service lines in one place , access useful and relevant content in terms of selecting services and managing the utility account; and providing access to online tools for adding and changing services. At the same time, Trustpower’s marketers can easily create and personalise content, as well as establish and run targeted campaigns, and optimise content while reacting to market changes much faster.

QSuper , Queensland’s largest and oldest super fund, with over $50 billion in funds under management, and digital agency, Deloitte Digital were awarded both the Business Transformation Award and the People’s Choice Award for its new member portal. Deployment of Sitecore Content Management Solution (CMS) has enabled digital transformation at QSuper by providing mass personalisation, improved analytics and the facilitation of key interactions with enterprise applications and third parties. These services have been developed with Sitecore as the base and allow straight through processing to back end systems. As one of the only fully responsive self-service superannuation portals, QSuper can now dynamically change content, surface relevant products and services through targeted messaging and customise an individual’s experience.

At the same time, QSuper now has a foundation capability to deliver solutions personalised to members’ needs. From a member engagement perspective, the new solution has provided QSuper with the capability to personalise the online experience to specific member segments while at the same time being able to control and manage online content and functionality with minimal cost.
QSuper was also awarded the Best Systems Integration Award.

For their cutting edge ability to convert the traditional cookbook into a digital subscription service, the Digital Innovator Award went to Hardie Grant Publishing and digital agency, Deepend, for Cooked.com.au.

Deployment of Sitecore Experience Platform has enabled Hardie Grant Publishing to launch Cooked.com.au as a digital subscription service with designs on disruption. Cooked allows users to access an ever-growing library of complete cookbooks by some of the best chefs and authors in the business. You can browse a book in the way it was published, but on any device. You can take your cookbook collection on holiday, to a friend’s house or just to the supermarket. Cooked preserves the emotional impact and design intent of the physical cookbook, but in super-contemporary digital form.

“These awards recognise organisations which have invested in digital business transformation and as a result have reaped a very positive return in consumer response. We are delighted to see our technology solutions adopted successfully across diverse vertical markets, a testament to Sitecore’s flexibility to drive rapid personlisation and market acceptance. We are delighted to formally recognise our customers’ achievements through these awards and look forward to working closely with our partners and customers in the year ahead to deliver ongoing, exceptional value,” said Robert Holliday, Managing Director Australia and New Zealand, Sitecore.

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