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

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

Discover the Pioneers of Customer Experience 2025

CX Asia Excellence Awards is proud to unveil the shortlisted organisations that shine brightest in customer experience. Our distinguished panel of judges has meticulously selected these finalists, each showcasing an unwavering dedication to understanding and exceeding customer expectations.

These trailblazers represent the pinnacle of excellence in the industry, setting new benchmarks for customer-centric innovation. This year, we celebrate their achievements under the enchanting theme of an Arabic Night, blending tradition with modern excellence.

Join us as we honor their accomplishments and announce the winners with grandeur at the Awards Ceremony on June 18, 2025.

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.

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.

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

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

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.