{"id":37555,"date":"2025-11-03T14:22:02","date_gmt":"2025-11-03T07:22:02","guid":{"rendered":"https:\/\/thaipropertynews.com\/feeds\/?p=37555"},"modified":"2025-11-03T14:22:02","modified_gmt":"2025-11-03T07:22:02","slug":"malaysias-state-of-cx-research-and-report-2025-to-be-launched-at-cx-summit-2025","status":"publish","type":"post","link":"https:\/\/thaipropertynews.com\/feeds\/?p=37555","title":{"rendered":"Malaysia’s State of CX Research and Report 2025 to Be Launched at CX Summit 2025"},"content":{"rendered":"

KUALA LUMPUR, Malaysia<\/span><\/span>, Nov. 3, 2025<\/span><\/span> \/PRNewswire\/ — The much-anticipated\u00a0State of Customer Experience (CX) in Malaysia<\/span> 2025 Report<\/i> will be officially launched at CX Summit 2025<\/b>, taking place on 11\u201312 November at One World Hotel, Petaling Jaya<\/span>.<\/p>\n

\n

\"Malaysia\u2019s <\/a>
Malaysia\u2019s State of CX Research and Report 2025 to Be Launched at CX Summit 2025<\/span><\/p>\n<\/div>\n

This milestone launch marks a significant step forward in Malaysia’s<\/span> CX journey\u2014providing comprehensive data, insights, and direction to elevate customer experience as a key driver of national growth. Building on the success of the 2024 study, the 2025 edition continues Twimbit’s well-recognized Exceptional CX Framework<\/i>, featuring deeper analyses across industries and expanded evaluation criteria. Attendees of CX Summit 2025 will gain exclusive early access<\/i> to the latest CX rankings, insights, and benchmarks that reveal how Malaysian brands are performing in an increasingly competitive and digital marketplace.<\/p>\n

A National Benchmark for Progress<\/b><\/p>\n

In 2024, the Contact Centre Association of Malaysia<\/span> (CCAM), through its CX Malaysia chapter, entered a three-year collaboration with renowned research organization Twimbit to pioneer a first-of-its-kind national study assessing how organizations across Malaysia<\/span> deliver customer experience.<\/p>\n

The State of CX in Malaysia<\/span><\/i> framework was designed to be both comprehensive and actionable\u2014measuring over 60 parameters across four dimensions: Brand Experience, Service Experience, Employee Experience, and Digital Experience.<\/p>\n

The inaugural 2024 report revealed strong performance from sectors such as digital commerce, financial services, property development, and telecommunications, while industries like F&B, retail, healthcare, and the public sector showed significant room for growth. Malaysia’s<\/span> overall CX score of 3.61<\/b> reflected a solid foundation and signaled opportunities for further advancement.<\/p>\n

The 2025 report will build on this foundation\u2014examining whether Malaysia’s<\/span> CX maturity has progressed, identifying sectors setting new benchmarks, and exploring how digital-first organizations are leveraging innovation to deepen trust, loyalty, and customer lifetime value.<\/p>\n

Elevating Malaysia’s<\/span> CX Game and the Economy<\/b><\/p>\n

The State of CX in Malaysia<\/span><\/i> Report serves not only as a measurement tool but as a strategic blueprint for national business and economic progress.<\/p>\n

“The State of CX in Malaysia<\/span> Report is more than a benchmark\u2014it’s a roadmap,” said Vigneswaran Sivalingam<\/span>, President of CCAM and Chairperson of CX Malaysia. “It gives organizations the data-driven insights they need to understand where they stand and how to improve. As Malaysia<\/span> moves toward an experience-driven economy, CX will be the defining factor in competitiveness, innovation, and growth.”<\/p>\n

By elevating CX capabilities across industries, organizations strengthen brand reputation, enhance customer loyalty, and contribute to greater national productivity and global competitiveness. A thriving CX ecosystem can fuel sustainable business growth\u2014driving innovation, talent development, and ultimately, Malaysia’s<\/span> economic expansion.<\/p>\n

Digitalisation and Trust: The Twin Pillars of Modern CX<\/b><\/p>\n

In today’s hyperconnected environment, digitalisation is revolutionizing how businesses connect with and serve their customers. From AI-driven personalization and predictive analytics to omnichannel engagement and intelligent automation, technology is helping brands anticipate and respond to evolving customer needs with greater precision.<\/p>\n

Yet, technology alone cannot sustain loyalty. In an era where interactions are increasingly digital, trust has become the new business currency<\/b>\u2014earned through transparency, consistency, and human empathy at every touchpoint. Organizations that strike the right balance between digital efficiency and emotional connection will define the next frontier of CX excellence.<\/p>\n

Be Part of the Movement<\/b><\/p>\n

The unveiling of the State of CX in Malaysia<\/span> 2025 Report<\/i> at CX Summit 2025 marks<\/span> a pivotal moment in positioning Malaysia<\/span> as a regional leader in customer experience excellence.<\/p>\n

Join business leaders, CX practitioners, and industry innovators to gain first-hand access to the latest findings, network with peers, and explore how customer experience can power growth in the digital economy.<\/p>\n

Register now for CX Summit 2025:<\/b>\u00a0cxsummit@ccam.org.my<\/a><\/p>","protected":false},"excerpt":{"rendered":"

<\/p>\n

KUALA LUMPUR, Malaysia<\/span><\/span>, Nov. 3, 2025<\/span><\/span> \/PRNewswire\/ — The much-anticipated\u00a0State of Customer Experience (CX) in Malaysia<\/span> 2025 Report<\/i> will be officially launched at CX Summit 2025<\/b>, taking place on 11\u201312 November at One World Hotel, Petaling Jaya<\/span>.<\/p>\n

\n

\"Malaysia\u2019s <\/a>
Malaysia\u2019s State of CX Research and Report 2025 to Be Launched at CX Summit 2025<\/span><\/p>\n<\/div>\n

This milestone launch marks a significant step forward in Malaysia’s<\/span> CX journey\u2014providing comprehensive data, insights, and direction to elevate customer experience as a key driver of national growth. Building on the success of the 2024 study, the 2025 edition continues Twimbit’s well-recognized Exceptional CX Framework<\/i>, featuring deeper analyses across industries and expanded evaluation criteria. Attendees of CX Summit 2025 will gain exclusive early access<\/i> to the latest CX rankings, insights, and benchmarks that reveal how Malaysian brands are performing in an increasingly competitive and digital marketplace.<\/p>\n

A National Benchmark for Progress<\/b><\/p>\n

In 2024, the Contact Centre Association of Malaysia<\/span> (CCAM), through its CX Malaysia chapter, entered a three-year collaboration with renowned research organization Twimbit to pioneer a first-of-its-kind national study assessing how organizations across Malaysia<\/span> deliver customer experience.<\/p>\n

The State of CX in Malaysia<\/span><\/i> framework was designed to be both comprehensive and actionable\u2014measuring over 60 parameters across four dimensions: Brand Experience, Service Experience, Employee Experience, and Digital Experience.<\/p>\n

The inaugural 2024 report revealed strong performance from sectors such as digital commerce, financial services, property development, and telecommunications, while industries like F&B, retail, healthcare, and the public sector showed significant room for growth. Malaysia’s<\/span> overall CX score of 3.61<\/b> reflected a solid foundation and signaled opportunities for further advancement.<\/p>\n

The 2025 report will build on this foundation\u2014examining whether Malaysia’s<\/span> CX maturity has progressed, identifying sectors setting new benchmarks, and exploring how digital-first organizations are leveraging innovation to deepen trust, loyalty, and customer lifetime value.<\/p>\n

Elevating Malaysia’s<\/span> CX Game and the Economy<\/b><\/p>\n

The State of CX in Malaysia<\/span><\/i> Report serves not only as a measurement tool but as a strategic blueprint for national business and economic progress.<\/p>\n

“The State of CX in Malaysia<\/span> Report is more than a benchmark\u2014it’s a roadmap,” said Vigneswaran Sivalingam<\/span>, President of CCAM and Chairperson of CX Malaysia. “It gives organizations the data-driven insights they need to understand where they stand and how to improve. As Malaysia<\/span> moves toward an experience-driven economy, CX will be the defining factor in competitiveness, innovation, and growth.”<\/p>\n

By elevating CX capabilities across industries, organizations strengthen brand reputation, enhance customer loyalty, and contribute to greater national productivity and global competitiveness. A thriving CX ecosystem can fuel sustainable business growth\u2014driving innovation, talent development, and ultimately, Malaysia’s<\/span> economic expansion.<\/p>\n

Digitalisation and Trust: The Twin Pillars of Modern CX<\/b><\/p>\n

In today’s hyperconnected environment, digitalisation is revolutionizing how businesses connect with and serve their customers. From AI-driven personalization and predictive analytics to omnichannel engagement and intelligent automation, technology is helping brands anticipate and respond to evolving customer needs with greater precision.<\/p>\n

Yet, technology alone cannot sustain loyalty. In an era where interactions are increasingly digital, trust has become the new business currency<\/b>\u2014earned through transparency, consistency, and human empathy at every touchpoint. Organizations that strike the right balance between digital efficiency and emotional connection will define the next frontier of CX excellence.<\/p>\n

Be Part of the Movement<\/b><\/p>\n

The unveiling of the State of CX in Malaysia<\/span> 2025 Report<\/i> at CX Summit 2025 marks<\/span> a pivotal moment in positioning Malaysia<\/span> as a regional leader in customer experience excellence.<\/p>\n

Join business leaders, CX practitioners, and industry innovators to gain first-hand access to the latest findings, network with peers, and explore how customer experience can power growth in the digital economy.<\/p>\n

Register now for CX Summit 2025:<\/b>\u00a0cxsummit@ccam.org.my<\/a><\/p>\n

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