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In an era of economic pressure, policy shifts, and rising expectations—CX is your competitive edge.

From rising inflation to U.S. tariffs reshaping global trade, economic instability continues to challenge how—and why—customers engage with brands.

While some organizations respond with cuts, others are leaning into CX as a strategic asset.

This report, “Crafting Meaningful Customer Relationships in Uncertain Times”, explores why the smartest companies double down on customer experience when the pressure is highest.

Inside the report:

• How Singtel, Sephora, and Avolta are redesigning loyalty and CX in response to shifting customer behaviors
• Why customer expectations often increase during downturns—and how to exceed them
• What predictive analytics and simplified journeys can do to prevent churn
• How CX strategy is evolving from reactive service to proactive retention

If you’re navigating budget pressure, retention risk, or shifting customer values—this report gives you a strategic foundation to act with confidence.

Gain Exclusive Insights into Emerging Trends, Priorities, and Technologies Shaping Customer Experience

The E_BOOK delivers critical insights to help you:

Understand The CX Conundrum: Navigate the complexities of shifting brand loyalties, economic uncertainties, and the AI revolution.

Benchmark Your Maturity: See how your organization stacks up against peers: 37% are still Reactive, focused only on addressing customer complaints.

Master Personalization: Learn how industry leaders are creating meaningful experiences without crossing the line into privacy concerns.

Bridge the Tech Gap: Discover which departments must collaborate more effectively to achieve successful customer transformation, like you can integrate the AI without loose the human conections (page 8).

Who are the professionals: What skills and expertise they have for you to make the most of this even. Action the Top Trends: Implement best practices for AI, data analytics, real-time insights, and more.

Inside, you'll discover:

• Data-Driven Strategies: Statistics from Qualtrics and other leading research firms on consumer behavior and CX best practices.
• Real-World Examples: Case studies from innovative companies like Tokopedia and UPS, showcasing their success in enhancing customer satisfaction and loyalty.
• Key Priorities for next year: What leaders are focusing on. Improving customer satisfaction, and increasing the value
• A Roadmap for Success: Actionable insights you can implement immediately to drive measurable results.

In recent times, we’ve seen the effects of a global pandemic, inflation-led economic uncertainty, and the rise of AI. With responses from 23,730 consumers across 23 countries/regions, Qualtrics’ new Global Consumer Trends Report outlines what businesses can expect next in 2025.

With less money in consumers’ pockets, a hyper-competitive landscape, and the continual decline of customer feedback, forging genuine lasting connections with your customers is more important than ever. This report will equip you with the insights and advice you need to do exactly that, setting you up for business success in 2025 and beyond.

In this ebook you'll learn:

• The five consumer trends shaping 2025
• What it means for businesses, including the opportunities and the risks ahead
• Expert advice on how to navigate the findings

Download the eBook today!

The report is provided by Qualtrics, a Foundation Event Partner at CX Asia Week 2024.

Discover how leading organizations are tackling these critical CX challenges:

• Customer pushback against AI-only interactions (64% prefer human service)

• Balancing cost savings with maintaining customer trust

• Avoiding bias and errors in AI-powered customer data analysis

• Seamlessly integrating human oversight in AI-driven processes

• Implementing effective service recovery when digital solutions fall short

• Navigating regulatory compliance and ethical concerns in AI adoption

• Addressing the lack of organization-wide AI governance (48% of companies)

Learn from real-world case studies, including UnionBank's successful 60% digital service adoption and insights from industry leaders at Mastercard, Bumrungrad International Hospital, and Singapore Tourism Board.

Don't miss out on these critical insights for your 2025 CX strategy. Download now!

Everyone talks about being data-driven, but is data all we need? Joy Yuen from ZALORA explored the shortcomings and pitfalls of relying solely on data and metrics. Sharing lessons from ZALORA, she revealed the hidden dangers and barriers encountered in data and product analytics, prompting us to consider the limitations of a purely data-driven approach.

Presented by Joy Yuen, Senior Product Analyst, Growth, Analytics & Experimentation, Zalora

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

In today’s rapidly evolving CX landscape, AI is a game-changer. Martin Taylor from Content Guru explained how AI is redefining customer interactions at every touchpoint. He highlighted how leveraging AI can predict customer needs, automate tasks, and provide real-time assistance, creating seamless and personalized customer journeys while driving operational efficiencies and fostering deeper customer connections.

Presented by Martin Taylor, Deputy CEO, Content Guru

Bumrungrad International Hospital, a multi-award winner including Best Hospital of the Year Thailand 2022 and winner of 5 different awards in the CX Asia Excellence Awards 2023, shared their award-winning approach to patient experience. Teeraphol Ambhai detailed how Bumrungrad meticulously maps the patient journey, from initial touchpoints to post-treatment care, focusing on leveraging data and customer insights for personalization and building a patient-centric culture.

Presented by Teeraphol Ambhai, Head of Search Experience MarTech, Bumrungrad International Hospital

JLL Singapore shared their unique approach, arguing that the key to exceptional customer experience lies in employee happiness and engagement. Nathan Sri explained how investing in employee experience delivers a higher ROI than traditional cost-cutting measures. He shared how engaged employees lead to better customer experiences and business success, detailing JLL’s data-driven approach to identifying employee experience gaps.

Presented by Nathan Sri, Executive Director of Work Dynamics Workplace Experience for APAC, JLL

In 2025, the customer experience landscape is undergoing a seismic shift. Geopolitical tensions, economic uncertainty, and rapid technological advancements are reshaping consumer behaviours and expectations.

CX Asia Week 2025 is your opportunity to navigate these challenges and seize the opportunities. Join industry leaders, innovators, and visionaries to explore the latest trends, best practices, and cutting-edge solutions.

Key Themes:

• Interactive Knowledge Visits: Immerse yourself in real-world CX transformations.
• The $2 Trillion Opportunity: Uncover the unique CX evolution in Asia.
• The Balancing Act: Master the art of blending technology and human touch.
• Value Beyond Price: Build lasting customer relationships.
• The Personalisation Paradox: Navigate the complexities of mass customisation.
• CX Data in Action: Harness the power of data to drive business impact.

Download the agenda now to discover the full program and secure your spot at CX Asia Week 2025.

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.