In Twimbit's 2024 Malaysia CX (Customer Experience) Stars benchmarking, Malaysia achieved a CX rating of 3.61, indicating a solid foundation with ample room for growth and investment. This edition of CX Stars spotlighted the top 20 local heroes leading the charge in exceptional CX in Malaysia. Among them, Touch 'n Go Digital (TnG Digital) stands out as a leader in digital banking and financial services, boasting an advanced CX rating of 3.93. This achievement reflects TnG Digital's commitment to investing in and nurturing all CX pillars: digital, service, brand, and employee experiences.

Digital experience excellence

Touch 'n Go Digital has set a benchmark in digital innovation with its Touch 'n Go eWallet, a sophisticated mobile digital wallet that not only manages basic banking services but also facilitates investments and loans. The platform also empowers users with extensive self-service capabilities, offering online financial services like microinsurance, microsavings, microfinancing, and remittance. TnG Digital’s loyalty programs, including GOrewards and Goyang rewards, fosters continuous engagement and provides users with added value.  

With a user base of over 20 million verified users and over 2 million domestic merchant payment points, TnG Digital showcases widespread platform adoption and utility. A latest and standout feature is the SOS Balance for toll payments, which ensures seamless transactions even when users have insufficient balance. This innovative solution enhances user convenience and supports smoother traffic flow, demonstrating TnG Digital's commitment to addressing real-world challenges with practical digital solutions.  

Service experience commitment

In terms of service experience, TnG Digital excels by providing comprehensive support touchpoints, including a hotline, request forms, social media channels, and a chatbot, ensuring users have multiple options for reaching out. The hotline operates from 7 am to 10 pm daily, offering extended availability for customer support. Throughout 2023, TnG Digital achieved significant improvements in customer satisfaction scores, first call resolution rate, and self-service rate, underscoring effective service enhancements.

Brand experience leadership

TnG Digital's brand experience is defined by a strong user-centric commitment, prioritising secure and seamless digital transactions as Malaysia’s preferred eWallet. The brand's excellence is recognized through prestigious awards like Putra Brand of the Year 2023 and Fintech of the Year 2023. Initiatives such as 'Tech 4 Good', 'Treating People Fairly', and 'Digital Inclusion' highlight the company's dedication to social responsibility, fairness, and environmental sustainability. Robust security measures, mandated by Bank Negara Malaysia, set a high standard for combating frauds and scams, further enhancing the brand's reputation.

Employee experience focus

In terms of employee experience, TnG Digital fosters a positive environment through the LEAP approach (Love, Entrepreneurship, Agility, Passion), which enhances employee engagement. The company has been honoured with the Best Employer Brand Award at the LinkedIn Talent Awards, showcasing outstanding HR practices. TnG Digital also showcases strong focus on learning and development by equipping employees with necessary skills through workshops and extensive training, reinforcing a culture of service excellence and innovation. This commitment to employee development underscores the company's dedication to continuous improvement and responsiveness to employee feedback.

Conclusion

Touch 'n Go Digital's recognition as Malaysia's top CX star of 2024 highlights its dedication to exceptional customer experiences. By leading in digital innovation, service excellence, brand leadership, and employee empowerment, TnG Digital sets a high industry standard. Their focus on personalised digital solutions, comprehensive support, and robust security enhances user satisfaction and aligns with Malaysia's digital goals. As TnG Digital continues to innovate, it sets a new benchmark for excellence in the financial services sector.