{"id":15431,"date":"2024-12-19T15:20:50","date_gmt":"2024-12-19T08:20:50","guid":{"rendered":"https:\/\/thaipropertynews.com\/feeds\/?p=15431"},"modified":"2024-12-19T15:20:50","modified_gmt":"2024-12-19T08:20:50","slug":"inaugural-state-of-cx-malaysia-research-reveals-opportunities-in-customer-experience-for-malaysia","status":"publish","type":"post","link":"https:\/\/thaipropertynews.com\/feeds\/?p=15431","title":{"rendered":"Inaugural &#8220;State of CX Malaysia&#8221; Research Reveals Opportunities in Customer Experience for Malaysia"},"content":{"rendered":"<p><span class=\"legendSpanClass\"><span class=\"xn-location\">KUALA LUMPUR, Malaysia<\/span><\/span>, <span class=\"legendSpanClass\"><span class=\"xn-chron\">Dec. 19, 2024<\/span><\/span> \/PRNewswire\/ &#8212; CX <span class=\"xn-location\">Malaysia<\/span>, in collaboration with Twimbit, MDEC (Malaysia Digital Economy Corporation) and CCAM (Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span>), released the &#8220;State of CX Malaysia 2024&#8221; report, the first comprehensive study benchmarking customer experience excellence across Malaysian enterprises.<\/p>\n<div class=\"PRN_ImbeddedAssetReference\">\n<p> <a href=\"https:\/\/mma.prnasia.com\/media2\/2585036\/CX_Malaysia_Launch_PR_Newswire_3.html\" target=\"_blank\" rel=\"nofollow\"> <img decoding=\"async\" src=\"https:\/\/mma.prnasia.com\/media2\/2585036\/CX_Malaysia_Launch_PR_Newswire_3.jpg?p=medium600\" title=\"Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia\" alt=\"Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia\" \/> <\/a> <br \/><span>Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia<\/span><\/p>\n<\/div>\n<p>This first-of-its-kind research and report evaluates 100 brands and companies in the Malaysian consumer space using the Twimbit CX Stars Methodology. The consolidated scores provide a baseline standard for the Malaysia CX Index which will set a barometer for continuous transformation in CX excellence.\u00a0<\/p>\n<p><b>Key Findings:<\/b><\/p>\n<ul type=\"disc\">\n<li>The Malaysia CX Index stands at 3.61 out of 5.0, showcasing a strong foundation in customer experience delivery<\/li>\n<li>Digital e-commerce (4.03), Digital Banks &amp; Financial Services (3.80), and Property Development (3.73) sectors emerge as industry leaders<\/li>\n<li>Top performers include Petronas, Shopee, Grab, DHL, FedEx, AIA Malaysia, Gamuda Land, Maybank, Etiqa Insurance, Tune Protect and Touch&#8217;nGo Digital, setting new benchmarks in customer experience excellence<\/li>\n<li>The study identifies significant investment in digital transformation, with leading companies leveraging AI and personalization to enhance customer experiences<\/li>\n<\/ul>\n<p><span class=\"xn-person\">Vigneswaran Sivalingam<\/span>, President of CCAM (Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span>), emphasized the importance of this milestone: &#8220;As we advance towards the nation&#8217;s vision of a civilized, skilled, and inclusive society, excellence in customer experience becomes not just an advantage, but a necessity. Our businesses must evolve from being merely digital to being experience-centric in the digital age.&#8221;<\/p>\n<p><span class=\"xn-person\">Manoj Menon<\/span>, Founder &amp; CEO of Twimbit, highlighted: &#8220;The report&#8217;s findings demonstrate <span class=\"xn-location\">Malaysia&#8217;s<\/span> strong foundation in customer experience. With an average score of 3.61, Malaysian companies are showing remarkable progress in transforming customer interactions across digital and traditional channels.&#8221;<\/p>\n<p>The &#8220;State of CX in <span class=\"xn-location\">Malaysia<\/span>&#8221; research and report is based on a comprehensive benchmarking framework evaluating companies over 60 parameters across four key dimensions which include Digital Experience, Service Experience, Brand Experience and Employee Experience.<\/p>\n<p>The report also outlines a Vision 2030 and future outlook for <span class=\"xn-location\">Malaysia&#8217;s<\/span> CX leadership, emphasizing the critical areas of opportunities. Some of the key points include integration of AI and machine learning in customer service, enhanced personalization across all customer engagement touchpoints and strengthened employee experience as a driver of customer experience. This research and report is designed to be CX Malaysia&#8217;s effort to create a baseline reference for the Customer Experience transformation in the country through the measurements in the Malaysian CX index.\u00a0<\/p>\n<p>The complete report is available upon request from the CCAM Secretariat. CX <span class=\"xn-location\">Malaysia<\/span>, a chapter of CCAM will organise a tour of the State of CX in <span class=\"xn-location\">Malaysia<\/span> research through monthly roundtables. These sessions will provide best practice sharing and dialogues to help elevate the customer experience standards here in <span class=\"xn-location\">Malaysia<\/span>.<\/p>\n<p><b>About CX Malaysia:<\/b>\u00a0CX Malaysia is a newly minted body that is a chapter of the Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span> (CCAM). The objective of\u00a0CX Malaysia is to advance customer experience excellence in <span class=\"xn-location\">Malaysia<\/span> through leaders, experts and practitioners across multiple verticals that includes Service, Strategy, Technology, Marketing and Human Resources.<\/p>\n<p><b>About Twimbit:<\/b>\u00a0Twimbit is a research and advisory firm specializing in digital transformation and customer experience, known for its innovative methodologies and actionable insights.<\/p>","protected":false},"excerpt":{"rendered":"<p><!-- wp:html --><\/p>\n<p><span class=\"legendSpanClass\"><span class=\"xn-location\">KUALA LUMPUR, Malaysia<\/span><\/span>, <span class=\"legendSpanClass\"><span class=\"xn-chron\">Dec. 19, 2024<\/span><\/span> \/PRNewswire\/ &#8212; CX <span class=\"xn-location\">Malaysia<\/span>, in collaboration with Twimbit, MDEC (Malaysia Digital Economy Corporation) and CCAM (Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span>), released the &#8220;State of CX Malaysia 2024&#8221; report, the first comprehensive study benchmarking customer experience excellence across Malaysian enterprises.<\/p>\n<div class=\"PRN_ImbeddedAssetReference\">\n<p> <a href=\"https:\/\/mma.prnasia.com\/media2\/2585036\/CX_Malaysia_Launch_PR_Newswire_3.html\" target=\"_blank\" rel=\"nofollow\"> <img decoding=\"async\" src=\"https:\/\/mma.prnasia.com\/media2\/2585036\/CX_Malaysia_Launch_PR_Newswire_3.jpg?p=medium600\" title=\"Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia\" alt=\"Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia\" \/> <\/a> <br \/><span>Inaugural \u201cState of CX Malaysia\u201d Research Reveals Opportunities in Customer Experience for Malaysia<\/span><\/p>\n<\/div>\n<p>This first-of-its-kind research and report evaluates 100 brands and companies in the Malaysian consumer space using the Twimbit CX Stars Methodology. The consolidated scores provide a baseline standard for the Malaysia CX Index which will set a barometer for continuous transformation in CX excellence.\u00a0<\/p>\n<p><b>Key Findings:<\/b><\/p>\n<ul type=\"disc\">\n<li>The Malaysia CX Index stands at 3.61 out of 5.0, showcasing a strong foundation in customer experience delivery<\/li>\n<li>Digital e-commerce (4.03), Digital Banks &amp; Financial Services (3.80), and Property Development (3.73) sectors emerge as industry leaders<\/li>\n<li>Top performers include Petronas, Shopee, Grab, DHL, FedEx, AIA Malaysia, Gamuda Land, Maybank, Etiqa Insurance, Tune Protect and Touch&#8217;nGo Digital, setting new benchmarks in customer experience excellence<\/li>\n<li>The study identifies significant investment in digital transformation, with leading companies leveraging AI and personalization to enhance customer experiences<\/li>\n<\/ul>\n<p><span class=\"xn-person\">Vigneswaran Sivalingam<\/span>, President of CCAM (Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span>), emphasized the importance of this milestone: &#8220;As we advance towards the nation&#8217;s vision of a civilized, skilled, and inclusive society, excellence in customer experience becomes not just an advantage, but a necessity. Our businesses must evolve from being merely digital to being experience-centric in the digital age.&#8221;<\/p>\n<p><span class=\"xn-person\">Manoj Menon<\/span>, Founder &amp; CEO of Twimbit, highlighted: &#8220;The report&#8217;s findings demonstrate <span class=\"xn-location\">Malaysia&#8217;s<\/span> strong foundation in customer experience. With an average score of 3.61, Malaysian companies are showing remarkable progress in transforming customer interactions across digital and traditional channels.&#8221;<\/p>\n<p>The &#8220;State of CX in <span class=\"xn-location\">Malaysia<\/span>&#8221; research and report is based on a comprehensive benchmarking framework evaluating companies over 60 parameters across four key dimensions which include Digital Experience, Service Experience, Brand Experience and Employee Experience.<\/p>\n<p>The report also outlines a Vision 2030 and future outlook for <span class=\"xn-location\">Malaysia&#8217;s<\/span> CX leadership, emphasizing the critical areas of opportunities. Some of the key points include integration of AI and machine learning in customer service, enhanced personalization across all customer engagement touchpoints and strengthened employee experience as a driver of customer experience. This research and report is designed to be CX Malaysia&#8217;s effort to create a baseline reference for the Customer Experience transformation in the country through the measurements in the Malaysian CX index.\u00a0<\/p>\n<p>The complete report is available upon request from the CCAM Secretariat. CX <span class=\"xn-location\">Malaysia<\/span>, a chapter of CCAM will organise a tour of the State of CX in <span class=\"xn-location\">Malaysia<\/span> research through monthly roundtables. These sessions will provide best practice sharing and dialogues to help elevate the customer experience standards here in <span class=\"xn-location\">Malaysia<\/span>.<\/p>\n<p><b>About CX Malaysia:<\/b>\u00a0CX Malaysia is a newly minted body that is a chapter of the Contact Centre Association of <span class=\"xn-location\">Malaysia<\/span> (CCAM). The objective of\u00a0CX Malaysia is to advance customer experience excellence in <span class=\"xn-location\">Malaysia<\/span> through leaders, experts and practitioners across multiple verticals that includes Service, Strategy, Technology, Marketing and Human Resources.<\/p>\n<p><b>About Twimbit:<\/b>\u00a0Twimbit is a research and advisory firm specializing in digital transformation and customer experience, known for its innovative methodologies and actionable insights.<\/p>\n<p><!-- \/wp:html --><\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","footnotes":""},"categories":[5,7],"tags":[],"class_list":["post-15431","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cision-pr-newswire","category-cision-pr-newswire-en"],"_links":{"self":[{"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=\/wp\/v2\/posts\/15431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=15431"}],"version-history":[{"count":0,"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=\/wp\/v2\/posts\/15431\/revisions"}],"wp:attachment":[{"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=15431"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=15431"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/thaipropertynews.com\/feeds\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=15431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}