News

Southern Cross Travel Insurance (Southern Cross) has received an honourable mention in the category of Best Digital Experience Transformation category at this year’s Sitecore Experience Awards (SEAs). 

The SEAs recognise best-in-class brands from around the world that have built market-leading, customer-centric digital experiences using Sitecore’s platform and solutions. 

There were more than 140 submissions in Southern Cross’ category, with the travel insurer the only New Zealand organisation to receive an honourable mention for its redesigned website which launched in July 2020. The winners of the category were Central Queensland University and Refuge, a UK-based domestic violence organisation. 

“Despite the impact COVID-19 has had on the travel sector, we’ve continued to innovate and digitise our business further to provide an even better customer experience,” said Southern Cross Travel Insurance CEO, Jo McCauley. 

“It is wonderful to be recognised for our efforts and, as a Kiwi-owned business, we’re very proud to be the only New Zealand organisation to receive an honourable mention.” 

As well as offering an improved user experience, the website has made it easier for customers to self-manage their policies online and support the business to operate more efficiently. 

“Previously our customers would have to call us about their policies and track the status of their claims. These were common frustrations which the new functionality has removed,” said McCauley.

Sitecore’s Chief Customer Success Officer Lee Miles said, “We have some of the most innovative customers and partners in the world leveraging our platform to implement digital-first strategies that dramatically enhance the consumer experience. 

“Our customers recognise that digital has become ingrained at every level of the customer experience. It is more than a key component for organisations that want to move beyond the status quo – it is absolutely essential to any brand that wants to make those experiences even more immersive and impactful. We are proud to honour their achievements with this year’s awards.”

McCauley adds that Southern Cross chose Sitecore as they were confident that the platform would enable the business to implement digital solutions and products far more efficiently. 

“Since the adoption of Sitecore, we have launched our new conversational AI chatbot - a kea named Scout - and our new Domestic travel insurance policy. The process of integrating these two developments into our platform was seamless and overall supports our commitment of ensuring our customers receive the very best experience when engaging with us online.”