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.

Discover the Future of Customer Experience

Download Smarter Support, Warmer Service: The Next Evolution of CX to explore how leading organizations are transforming contact centers from cost centers into growth drivers. Learn how AI, automation, and human empathy are reshaping frontline roles, accelerating digital support, and strengthening customer trust.

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.

This brochure provides a comprehensive overview of the shortlisted organisations for the CX Asia Excellence Awards 2026, showcasing leading companies across the region that are setting benchmarks in customer experience, digital innovation, AI adoption, and operational excellence. It highlights nominees across multiple award categories, from contact centres and CX technology to employee experience and data-driven insights, offering readers a clear view of the organisations driving CX transformation in Asia ahead of the awards ceremony in Singapore.

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!

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!

Customer experience in APAC is being redefined by a powerful convergence of AI, data, and rapidly evolving customer expectations. “The State of CX in APAC 2026” explores how organisations across the region are adapting to this shift, revealing the trends, investment priorities, and behaviours shaping the future of CX.

Drawing on insights from over 100 CX practitioners, the report highlights the growing dominance of AI-powered technologies, the increasing importance of data-driven decision-making, and the rise of AI-literate customers who expect faster, more personalised, and seamless interactions.

It also uncovers a critical balancing act: while organisations accelerate investments in automation and digital CX, success will depend on building trust through transparency, data privacy, and human-centric experiences.

For CX leaders, this report provides a clear view of what’s changing, where to invest, and how to stay competitive in a landscape where technology and customer expectations are evolving faster than ever.

The CX Asia Excellence Awards 2026 brings together Asia's leading customer experience professionals for an evening dedicated to recognising innovation, leadership and excellence across the region's CX landscape. Join industry peers as we celebrate the organisations setting new benchmarks in customer experience transformation.

What's Inside the Programme:

• Event Highlights: Explore the evening agenda, from networking reception to award presentations and celebration dinner.
• Award Categories: Discover the standout categories honouring excellence across digital experience, AI, contact centres, employee experience and more.
• Industry Recognition: See how top organisations across Asia are being recognised for delivering impactful customer strategies.
• 2027 Key Dates: Get ahead with submission timelines and important milestones for next year's awards.

Partner with CX Asia Week 2027 – Where CX, Contact Centre & Marketing Leaders Transform

You're here because you're already considering it—and for good reason. CX Asia Week is where Asia's leading CX, customer contact, marketing, and digital transformation leaders converge.

• Asia's Leading CX Platform: Bringing together senior leaders shaping the future of customer experience, service, and digital transformation
• 250+ Industry Leaders: Connecting CX, Contact Centre, Marketing, Operations & Digital decision-makers across Asia
• 70+ Leading Speakers: Featuring experts driving innovation in AI, automation, customer engagement, and experience transformation
• 75% Senior-Level Decision Makers: C-Suite, SVPs, VPs, Heads, Directors & senior leaders
• CX Asia Excellence Awards: Recognising organisations redefining CX excellence through innovation and measurable outcomes

Who will be there: 

• 150+ CX, Customer Service, Contact Centre, Marketing & Digital Transformation Leaders
• Industries: BFSI, Telecom, Retail, FMCG, Travel & Hospitality, Manufacturing, Technology, Government, and more
• Key Focus Areas: AI, Customer Experience, Digital Transformation, Analytics, Personalisation & Intelligent Operations

Download the CX Asia 2027 Sponsorship & Exhibition Guide > Discover sponsorship opportunities, audience insights, branding options, and partnership packages.

Discover the Future of Marketing in Asia

Join global marketing leaders at Next Gen Marketing Asia on 17–18 June 2026 in Singapore, where data, AI, and customer experience converge to shape tomorrow’s strategies. The agenda features keynote insights from Unilever, Kimberly-Clark, NBA, Coca-Cola, and more—covering AI-powered social marketing, personalisation at scale, trust-led growth, and loyalty innovation. With case studies, panel discussions, and networking sessions, this brochure offers a glimpse into how senior executives are redefining marketing in an AI-accelerated, experience-led era.

Download the agenda brochure to learn more.