AXA Hong Kong & Macau shines at HKB Technology Excellence Awards 2024

The company sets a new benchmark for innovation in insurance technology and customer experience.

Renowned insurance powerhouse AXA Hong Kong & Macau has clinched two prestigious accolades at the esteemed HKB Technology Excellence Awards 2024 in recognition of its groundbreaking innovations aimed at simplifying business applications, enhancing system reliability, and revolutionising the insurance customer journey.

At the forefront of its achievement is the implementation of a comprehensive Cloud Transformation strategy encompassing cloud migrations and the consolidation of a unified data platform for seamless customer interactions. This innovative approach not only integrates data from all business lines but also provides a unified and enhanced data view for customers, agencies, and partners, thereby elevating the overall quality of sales and services.

In addition, AXA has embraced a reversibility strategy, enabling the seamless transition between cloud service providers and on-premise solutions, thereby ensuring agility and adaptability in response to evolving business needs.

The meticulously crafted transformation roadmap, with its incremental processes and legacy modernisation strategies, has propelled AXA to achieve remarkable milestones. The Cloud Transformation programme has led to a substantial increase in the company's cloud adoption rate, a remarkable 180% enhancement in the time-to-market rate for insurance products, and a significant reduction in infrastructure costs.

This triumph in the Cloud - Insurance category at the awards programme underscores AXA's commitment to redefining industry standards and delivering unparalleled customer experiences through technological prowess.

Furthermore, AXA's forward-looking “Future of Customer Experience” initiative, spearheaded by its IT department, has introduced cutting-edge solutions such as the Voicebot. This advanced AI-powered customer engagement tool leverages natural language processing and Azure speech services to offer personalised, efficient, and empathetic interactions, handling approximately 52,000 calls per month with exceptional service quality.

The Voicebot's seamless integration across diverse channels ensures consistent and tailored experiences, whilst its real-time processing, bilingual support, and emotion detection capabilities set it apart as an industry-leading product. This innovative approach not only enhances customer interactions but also drives cost-effective growth, reducing acquisition expenses whilst maintaining high service standards.

AXA's resolute commitment to customer-centric digital transformation has positioned it as a trailblazer in the insurance industry, setting new benchmarks for exceptional customer service and innovative technology. The company's triumph in the AudioTech - Insurance category at the HKB Technology Excellence Awards further underscores its leadership in embracing technological disruptions and innovation within the insurance sector.

The HKB Technology Excellence Awards celebrate and honour pioneering companies driving technological advancements and excellence in Hong Kong's dynamic tech landscape, cementing AXA's position as a true trailblazer in the realm of insurance technology and customer experience.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].