Organisations are leveraging customer data more than ever to personalise communication and understand customer intent. Advanced technology allows them to segment data into very specific groups (micro-segments) based on detailed characteristics and behaviours. This shift from traditional segmentation requires a new approach to customer data, and both customer experience (CX) and data specialists need to adapt their thinking and the tools they use.

This report examines the necessity of this shift towards micro-segmentation through the lens of Bumrungrad International Hospital and Touch ‘n Go eWallet. It explores the reasons behind leading organisations like these advancing their data capabilities and how others can achieve similar results by learning from their examples.

Read the report and discover:

• Why organisations are turning to micro-segmentation to refine service and marketing journeys
• The benefits of using data to understand and identify customer groups
• How micro-segmentation could influence the future of customer journey design and management

Download this report today to embrace the power of data and micro-segmentation.

From unified data to dynamic content, discover how to drive satisfaction, loyalty and brand advocacy through exceptional customer experiences.

Customer experience is everything. In today's competitive market, delivering seamless and personalised experiences is no longer a luxury - it's a necessity. Our latest report on "Delivering Seamless and Personalised Experience", offers practical insights from JLL, Electrolux, and Bumrungrad International Hospital, on how to achieve this.

In this report, discover:

• Why organisation need to deliver seamless and personalised experiences
• The importance of having a unified CX platform
• How to address siloed data sources and lack of skilled personnel in AI and data analysis

Download the report now to learn how to transform your customer experience strategy.

Discover how to transform your organisation from data-driven to data-first.

In today's data-saturated world, CX professionals face the challenge of turning overwhelming information into actionable insights. This report, featuring insights from Singtel and She Loves Data, provides a roadmap to navigate this complexity.

In this report, you will learn:

• How to overcome the common hurdles of consolidating disparate data and translating insights into effective CX strategies.
• The essential steps to prioritise and refine your data for maximum impact.
• The power of data visualisation in communicating complex information to stakeholders.
• The importance of data governance in creating a secure and efficient data-driven environment.

This report offers practical guidance and actionable steps to help you harness the power of data to elevate your customer experience. Don't let data overload hinder your CX success.

Download this report to unlock the potential of data-first strategies and become a true CX leader.

In a fast-paced environment where customer loyalty is closely tied to personalised and seamless interactions, staying ahead of the curve is a strategic imperative. In fact, those businesses that stay agile in response to emerging CX dynamics are better positioned to enhance customer satisfaction, drive growth, and secure a resilient market presence.

This eBook explores the key factors and trends forming the path to the future for customer experience. With insights from McDonald’s, AB InBev, BT Group, Electronic Arts and The NTWK, this eBook covers consumer expectations, how to change the game through personalisation and the power of data for CX.

Download this eBook to find out about:

• The rise of the connected customer and what it means for your business.
• Why the convergence of AI and data is enabling organisations to capture and deliver on expectations.
• How AI can interpret and impute data gaps to address holes in customer personas.
  

The past few years have been marked by significant changes in customer dynamics and market landscapes, encompassing political tensions impacting supply chains, global inflation, and workforce reductions. Businesses have grappled with adapting to these shifts alongside managing internal uncertainties.

CX leaders now confront a dual challenge of addressing internal business complexities and meeting heightened customer expectations. The focus is on enhancing customer satisfaction and loyalty through seamless, personalized experiences.

The recent CX Asia Week 2023, held from 20-23 November, provided a platform for attendees to explore innovative CX strategies and discuss navigating these challenges in the current economic landscape.

Discover the findings from CX Network Asia's recent polling and benchmarking activity. Explore the current state of CX leaders as they navigate key areas such as the significance of personalization, staying ahead in the digital realm, top investments in CX technologies, and the ongoing challenges in balancing technology and human elements.

The digital landscape is a fierce battleground where only the sharpest minds survive. Digital Marketing Asia 2024 is your safari into the heart of this exciting ecosystem.

Discover how to:

• Outsmart the competition: Harness the power of data to create personalised experiences that truly resonate.
• Build a loyal tribe: Learn to understand your audience on a deeper level and craft compelling content that converts.
• Navigate the cookie-less world: Master the art of first-party data and build a fortress around your audience.

Join marketing leaders, data experts, and creative visionaries as they share their secrets to success. Network with like-minded professionals, and gain the competitive edge you need to thrive in today's digital age. Don't miss out on this opportunity to become the alpha of your industry.

Download the agenda now and start your journey to digital dominance.

The CX Asia Excellence Awards is Asia's pinnacle of recognition for outstanding customer experience achievements. Join us in celebrating the best practices and transformative strategies that have elevated the CX landscape across the region.

What's Inside the Brochure:

• Discover the 2025 Categories: Learn about the new and exciting categories for the upcoming awards, including the groundbreaking Diversity & Inclusion Excellence award.
• Understand the Submission Process: Find out how to submit your organisation's outstanding CX initiatives for consideration.
• Learn About the Judging Criteria: Discover the rigorous standards that our esteemed panel of industry experts will use to evaluate submissions.

Download the brochure now to learn more about the CX Asia Excellence Awards 2025 and start your journey towards recognition.

The CX Asia Excellence Awards 2024, held at Amara Hotel, was a night to remember. With the theme "Superheroes", the event celebrated the best and brightest in customer experience across Asia.

This year's awards recognised outstanding achievements in various categories, including:

• Best Customer Experience Award: Bank of the Philippine Islands
• Best Customer Experience Team Award: Standard Chartered Bank
• Best Omni-Channel Experience Award: AIA Group
• Best Employee Experience Award: Singtel
• Best Contact Centre: DHL EXPRESS (MALAYSIA) SDN BHD
• Best Digital Experience Award: AIA Group
• Best Use of CX Technology Award: Singtel
• Best Use of MarTech Award: Circles.Life
• Best Use of Mobile Award: Standard Chartered Bank
• Best Use of Intelligent Chatbot Award: AIA Group
• Best Use of Artificial Intelligence (AI) Award: Trip.com Group
• Best Use of Data & Customer Insight Award: Hong Kong Express Airways Limited

Download the Full Winners' List

Who are the leading lights in customer experience?

The 10th Annual CX Asia Excellence Awards is about to reveal the answer. Our esteemed panel of judges has carefully selected the shortlisted organisations that exemplify exceptional customer focus.

These organisations have demonstrated a remarkable commitment to understanding and meeting customer needs. The finalists represent the best of the best in the industry.

Join us as we celebrate their achievements. The winners will be announced with much fanfare at the Awards Ceremony on 20 November.

Unmask the CX Superheroes: A Glimpse into Excellence

Ready to discover the industry's leading lights in customer experience? The 10th Annual CX Asia Excellence Awards is your exclusive pass to a world of innovation and inspiration.

Download the agenda now to learn about the exceptional finalists and the groundbreaking strategies that have propelled them to the forefront of CX.

As the CX Asia Excellence Awards mark a decade of achievement, this report explores how they recognise top brands in Asia Pacific for their commitment to exceptional customer experience (CX).

Get insights and inspiration from award winners like Bumrungrad International Hospital (Gold in Best Brand Experience), AIA Group (Best Customer Experience), DHL Express Malaysia (Best Contact Centre), and Indosat Ooredoo Hutchison (Best Customer Experience Team). Discover how they're achieving CX excellence through innovative strategies and initiatives.

Download the report and:

• Learn valuable lessons from industry leaders
• Benchmark your CX efforts against the best
• Gain inspiration to take your CX to the next level

PS: The CX Asia Excellence Awards are free to enter for organisations and individuals! Submit your CX initiatives that impacted customers between January 2023 and 2024 for a chance to be recognised as a CX leader. Learn more: cxasia-awards.com

Celebrating its 10th year, the CX Asia Excellence Awards 2024 remains dedicated to its fundamental objective: establishing an event that acknowledges the highest achievements in customer experience (CX) within the Asian community. As Asia's most prestigious, buyer-driven CX Industry global awards ceremony, it takes pride in honoring outstanding accomplishments in CX across the region.

The awards ceremony offers a unique chance for CX professionals to come together and celebrate their collective successes as a team. The anticipation is high for recognising and applauding exceptional achievements throughout the Asian community.

Celebrate your clients' achievements and excellence in CX by submitting applications on their behalf or in partnership, and further amplify your own brand by sponsoring the prestigious CX Asia Excellence Awards Ceremony.

Download the brochure to learn more about the awards and how to celebrate your clients' CX success.

Position yourself at the forefront of your target audience's awareness! CX Asia Week offers an ideal opportunity to connect with potential buyers actively seeking solutions in this market.

Explore our Sponsorship & Exhibition Guide for a comprehensive overview of our audience, packages, pricing, and opportunities to optimize your ROI.

Position yourself at the forefront of your target audience's awareness! CX Asia Week offers an ideal opportunity to connect with potential buyers actively seeking solutions in this market.

Explore our Sponsorship & Exhibition Guide for a comprehensive overview of our audience, packages, pricing, and opportunities to optimize your ROI.

Discover Who's Attending CX Asia Week

Get exclusive access to the attendee list for CX Asia Week, Asia's leading customer experience event. See which industry giants and rising stars will be there. Identify potential partners, clients, and speakers. Don't miss this opportunity to connect with the CX elite.

Check out the attendee list now and start planning your strategy!

Maximise your impact at CX Asia Week and Digital Marketing Asia by downloading the latest floorplan. This will ensure you can strategically position your booth and reach the right audience.

What You'll Gain:

• Optimise Booth Placement: The latest floorplan allows you to identify high-traffic areas and target booths near complementary solutions
• Targeted Audience Insights: See which categories of attendees will be concentrated in different areas, allowing you to tailor your messaging and demonstrations
• Discover Collaboration Opportunities: Identify potential partners or complementary solutions providers located nearby on the expo floor

The floorplan also highlights key exhibitor categories, including:

• CRM/Enterprise CX Platforms
• Generative AI / AI Tools for CX
• Omnichannel & Unified Communications
• Customer Feedback, Analytics & Insights
• Customer Engagement Software
• Customer Journey Mapping
• Digital Marketing Tools

Download the floorplan today and take control of your CX Asia Week and Digital Marketing Asia experience.

A part of CX Asia Week 2024, Digital Marketing Asia is designed to connect Asia's top marketing minds. The event acknowledges the unique digital landscape of Asia and the challenges and opportunities it presents.

This is your chance to connect with marketing leaders in digital marketing, content, communication, branding, SEO and analytics who are looking for innovative solutions.

Download the Sponsorship & Exhibition Guide to discover the leading marketers who are looking for creative solutions and the sponsorship opportunities available for you to showcase your state-of-the-art marketing tools and solutions.

Held alongside CX Asia Week 2024, Digital Marketing Asia (20-21 November) will bring together the region’s movers and shakers in the digital marketing, content, communication, brand, SEO and analytics space to continue pushing boundaries and do more with less to drive lasting impact.

Download the Past Attendee List to discover the accounts and the job titles that attended in the past.

Held on 20 – 23 November 2023, CX Asia Week 2023 welcomed over 180 CX leaders from across the Asia region at the Grand Copthorne Waterfront, Singapore. These CX leaders engaged in intriguing discussions on Championing Customer Intelligence & Loyalty to Do More with Less.

On top of case studies and thought-provoking panel discussions, our attendees also took networking to the next level with our speed networking sessions and interactive discussion groups. We also held our flagship CX Asia Excellence Awards Ceremony on 21 November 2023, where the industry gathered to celebrate the achievements and commitment of every CX leader in the region.

In this report, you will find more highlights from CX Asia Week 2023, insights into our audience and more. Thank you for joining us once again, and we look forward to welcoming you again in 2024!

In 2025, customer experience leaders face a defining moment. With geopolitical changes and economic uncertainty continuously reshaping consumer behaviours, companies are forced to balance cost optimisation with customer satisfaction in ways that truly differentiate their brand. In addition, business leaders are quickly realising the double-edged sword of technology in CX, as rapid adoption brings light to implications, risks and actual ROI considerations.

The challenge for CX leaders now lies in mastering this delicate balance. It's about finding that sweet spot where innovation meets authentic customer engagement. It has become the CX imperative to optimise technology while preserving the human touch, crafting meaningful customer relationships to provide value beyond price and debunk the personalisation paradox as CX leaders navigate the intricacies of mass customisation in the age of privacy.

CX Asia Week 2025 will once again gather the region’s movers and shakers of customer experience to debate, discuss and explore best practices in driving profitable innovation and purposeful connection.