2023 Customer Award Winners

Best Buying Experience - Adairs Retail Group Pty Ltd

Adairs undertook a critical project of redesigning and re-platforming their website to support their growth as an omnichannel retailer and enhance their customer's experience. With rigorous testing they ensured no defects or unforeseen errors could impact the site, that it was safe from hackers, that the website was fit for use across multiple devices and browsers, and that overall stability, speed, scalability, and responsiveness was maintained during peak sale events. The results demonstrated a robust solution and an uplift in GMV.

• Stability during peak sale events
• Uplift in GMV

Best Content Experience - Greater Bank

Prior to Optimizely, Greater Bank spent over 700 hours on approvals, forms, and processes which was a massive drain on resources. Since they have adopted the Optimizely platform they've used the time saved to focus on personalization. Greater Bank craft bespoke experiences for their customers by providing relevant community-based content and have achieved phenomenal results in creating a personalized desktop & mobile experience for each customer.

• Hours saved in resource and time
• Personalized desktop and mobile experience

Best Experimentation Program - ZALORA

Before the team's inception, Zalora relied on gut-feel, past experience, and managerial direction to roll out features, without a clear experimentation framework. Since then, the team has demonstrated a strong culture of experimentation based on leading indicators rather than lagging indicators such as customer lifetime value. They have successfully implemented a framework of rapid experimentation and "build-measure-learn" which has improved key metrics such as return rates and purchase conversion rates.

• Implemented Rapid Experimentation
• Improved return rates and purchase conversion rates

Best Use of Customer Insight & Data - Toxinz

Toxinz, part of The National Poisons Centre of New Zealand set out to enhance data collection, improve user access and usability, and create custom reports to better support subscribers. By using Optimizely's CMS and Data Platform, they can now collect data, even with ad blockers installed, ensuring that critical information on toxic substances reach those in need. Users can search the extensive content library effectively, improving access to vital information. Furthermore, they can generate custom reports on a monthly basis.

• Improved access to vital information
• Delivering custom reports

Greatest Digital Transformation - Lendlease

Lendlease faced challenges with an outdated system that required costly upgrades which made it difficult to deliver personalized content efficiently. Their marketing team struggled to create and deploy new content at pace which was limiting their ability to quickly create and push content online. Within one year they migrated their 53 main websites to the Optimizely Platform. Now, the marketing team can create and deploy content much faster, with certain changes taking just minutes instead of hours.

• Delpoy content in minutes not hours
• Transformation in digital operations

Greatest use of Technology - Australian Red Cross

Australian Red Cross's implementation of Optimizely's suite of products has revolutionized their digital presence and generated remarkable outcomes. Their achievements include; a 1300% increase in users between March and September 2021; a 37% increase in average order value, an impressive 83% increase in conversion rate, and an astounding 2800% increase in revenue. Their innovative digital transformation exemplifies the power of Optimizely in driving personalized, and highly efficient digital experiences for non-profit organizations.

• 37% increase in AOV
• 83% increase in conversion rate

Most Customer-Centric Culture - Optus

Optus demonstrates a strong commitment to customer-centricity by leveraging various data sources, including quant funnels and survey feedback to gain insights into customer preferences. One outstanding example is the 'Easier to Navigate' experiment, which resulted in a remarkable 22% increase in purchases for certain products and a 3% decrease in bounce rates. This is just one of 56 experiments completed within the year, showcasing Optus's dedication to continuous improvement and delivering meaningful customer experiences.

• 22% increase in purchases
• Decreased bounce rates by 3%

Digital Pioneer of the Year - Air New Zealand

Simon has played a significant role in building Air NewZealand’s experimentation practice. He has been instrumental in promoting the test and learn methodology, working closely with Optimizely to ensure that best practices are implemented. Simon’s contributions have helped the company optimize its website performance and build key capabilities to run personalization experiences. His efforts have also led to an increase in the velocity of experiments, which is a testament to his commitment to innovation and digital transformation.

• Promoted the test and learn methodology
• Increased the velocity of experiments

Best Buying Experience - MediCarrier AB

Partner: HiQ AB

MediCarrier's ambition was to enable healthcare providers to spend more time on patients and less time on cumbersome systems. With over 15,000 SKUs from 260 vendors, the sheer volume highlighted the necessity of this transformation. Using Optimizely, they have reduced search and order time by 30%, and have seen a 25% drop in customer service calls. Overall, they have delivered a seamless, efficient, and high-quality e-commerce process.

• 30% reduction in search and order time
• A robust proactive customer communication system

Best Content Experience - World of Volvo

Partner: Ninetech

With an idea that all inspiring experiences, events, and visits start online, World of Volvo has laid a solid foundation by using Optimizely's CMS to make digital growth possible and to keep creating stunning digital experiences before, during, and after the physical visit. With upcoming integrations and exciting updates, World of Volvo will continue to generate value and personal experiences for their audience.

• Destination website
• Personal online experiences

Best Experimentation Program - Hello Fresh SE

Hello Fresh’s exceptional experimentation program has made data-driven decisions an integral part of their DNA. In the last year alone, they have run over 500 experiments across multiple countries, removing guess-work from innovation. Their advanced usage of our enriched data exports and rest API has allowed them to unlock even more insights into their program, and sets a shining example for others to follow.

• +30% conclusive rate
• +20% winning rate

Greatest Digital Transformation - Stena Fastigheter AB

Partner: Blinka Blå

Stena is transforming the real estate industry by easing communication, service and experience for their customers. By implementing their new "My pages", 76% of errands are now digital and the number of customer service calls has reduced by 50%. By digitizing the customer journey through Optimizely CMS, Stena now provides higher quality service to more customers at a lower internal cost.

• Cut calls to customer service by 50%
• Transformed customer communication

Greatest use of Technology - Porsche Lifestyle GmbH & CO. KG

Partner: Syzygy Deutschland GmbH

By positioning themselves at the forefront of innovation, Porsche have not only ensured their own future but have also become trailblazers in the industry. Their commitment to staying ahead has led to a substantial increase in performance and unparalleled scalability. These outcomes are now the foundation upon which they are building a groundbreaking Headless Multi-Brand Platform.

• Performance increase
• Robust technical foundation

Most Customer-Centric Culture - Marginalen Bank Bankaktiebolag

With Optimizely as their ally, Marginalen Bank transformed their website and app into a powerful customer-centric platform, offering educational content and prompt issue resolution. As a result, brand recognition and banking services skyrocketed by 30%, outshining competitors. Mobile app downloads increased by an impressive 183% and monthly usage increased by 25%.

• Powerful customer-centric platforms
• 30% increase in brand recognition

Pioneer of the Year - Nikon Europe BV

Partner: Dept

Olga has demonstrated excellent innovation and leadership skills which not only maximise success for the business, but allow individuals to reach their full potential. This includes upgrading Nikon's outdated tech stack by consolidating multiple platforms with Optimizely’s DXP, and launching Nikon's Digital Marketing Academy - a training programme designed to upskill team members. The organisation has seen a 51% increase in website engagement, and a 75% decrease in publish time.

• 51% increase in website engagement
• Decreased publish time by 75%