Reports
CX Asia Excellence Awards 2024 Winners
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
CX Asia Week 2024 Post-Show Report
Relive the Experience Revolution - Discover the Insights and Innovations from CX Asia Week 2024
CX Asia Week 2024 was an unforgettable journey through the ever-evolving landscape of customer experience. We brought together 200+ CX leaders from across the region to explore the latest trends, share best practices, and forge lasting connections.
What You'll Find Inside:
- Key Takeaways: A summary of the most impactful sessions and discussions.
- Industry Insights: Expert opinions on the future of CX and Marketing.
- Event Highlights: A recap of the exciting activities and networking opportunities.
- Audience Insights: A deep dive into the attendee demographics and interests.
Download the Report Now and Discover What You Missed
CX Asia Week 2024 Post-Show Report (for Solution Providers)
Relive the Experience Revolution - Discover the Insights and Innovations from CX Asia Week 2024
CX Asia Week 2024 was an unforgettable journey through the ever-evolving landscape of customer experience. We brought together 200+ CX leaders from across the region to explore the latest trends, share best practices, and forge lasting connections.
What You'll Find Inside:
- Key Takeaways: A summary of the most impactful sessions and discussions.
- Industry Insights: Expert opinions on the future of CX and Marketing.
- Event Highlights: A recap of the exciting activities and networking opportunities.
- Audience Insights: A deep dive into the attendee demographics and interests.
Download the Report Now and Discover What You Missed
Transforming CX Data: Micro-Segmentation and the Customer Journey
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.
CX Asia Excellence Awards 2024 - Shortlisted Organisations
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.
Delivering Seamless and Personalised Experience
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.
From Data-driven to Data-first: Steps to Redesign Your CX Strategies
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.
Hyper-Personalisation at Scale with Predictive and Generative AI
Dive deep into the world of predictive and generative AI, the driving forces behind unprecedented levels of customisation. Gain a comprehensive understanding of how AI technologies empower businesses to scale their data analytics in real-time, eliminating data silos and uncovering actionable insights. Get inspired from success stories from big brands that showcases the remarkable impact of AI-driven personalisation on customer service and loyalty so that you can emulate it for your own. Don’t miss out on this opportunity to stay ahead of the curve in the rapidly-evolving AI-scape.
Unlocking 10 Years of CX Excellence: Lessons from Top APAC Brands
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
Delivering Lasting Impressions through Consistent Digital Marketing Channels
Taking a leap into the digital realm and seamlessly blending traditional and digital marketing channels, the center captivates diverse audiences. Leveraging the power of social media, digital platforms, and visually striking content, they ignite engaging conversations and cultivate curiosity. The goal is to create not just momentary interactions, but enduring memories that underscore Science Centre Singapore's role as a hub of innovation and discovery.
The Future of CX
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.
Next in CX: Change Champions, Challenges and Connections
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.
CX Asia Week 2023 - Post Show Report
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!
