CX Asia Week 2026 – Asia’s #1 Platform for Customer Experience & Contact Centre Leaders

CX Asia Week 2026 returns to Singapore from 16–19 June as Asia’s leading platform for customer experience and contact centre leaders. Now in its 14th edition, the event brings together senior decision-makers to explore how generative AI, hyper-personalisation, and digital transformation are reshaping customer journeys across the region. With dedicated tracks on next-gen CX and intelligent contact centres, the agenda features two full conference days packed with strategic keynotes, case studies, roundtables, and interactive sessions—designed to equip attendees with the tools and insights to drive loyalty, innovation, and sustainable growth through customer experience.

View the 2026 Agenda → See What’s Coming

Agentic AI is transforming customer support from a reactive, resource-heavy function into a proactive, strategic engine for customer satisfaction and operational efficiency. By combining real-time knowledge retrieval, intelligent action execution, and natural conversational engagement, enterprise-grade AI agents can resolve up to 70% of tickets at first contact (FCR).

The result? Faster, more satisfying support, at a lower cost.

In this ebook, you’ll learn how agentic AI helps enterprises:

• Reduce support workload and burnout
• Automate repetitive and complex workflows
• Deliver 24/7, specialized, and multilingual support across multiple communication channels
• Turn support insights into product and CX improvements

Ready to transform support from a cost center to a growth engine?

Download the ebook Now!

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.

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

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 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.