The experience economy is forcing companies across the globe to reorganize how they do business in post pandemic era. They can no longer rely on selling goods or services at a single point in time. Internet penetration in remote place and today’s technology savvy consumers demand constant connectivity and memorable experiences by means of easy access of information, ongoing interactions with brands, personalized and engaging service at any time, over any touch point.

Setting up and maintaining customer service operations can be an expensive and tedious process. Most experience economy companies are opting outsourcing services to succeed in a highly competitive market as service providers are equipped with the relevant technologies and bandwidth to remain agile and reduce the operational costs to the clients.

Demand for outsourced customer support and experience services is growing steadily in today’s consumer centric market as customers are inclined towards a more personalized, relevant, proactive, and engaging experience across channels. Rising investments for deployment of advanced experience technologies towards development of enhanced Customer Experience Management (CEM) and monitoring tools are also contributing to the growth of the market.

CX investments soared at 30% despite the Covid 19 Pandemic. The biggest chunk of the CX market investments is Products which stands at 62% and service-based investments at 33.8%. BFSI, e-commerce and Retail are the biggest investors in CX Many companies consider CX as an investment than an expenditure. While bad experiences cost companies’ business, great experiences drive advocacy. Nearly 84% of consumers are open to sharing positive experiences on social networks.

7th NXT CX SEA 2022, Malaysia Summit tries to create a platform to discuss the global best practices and also reduce the pain points in a successful Customer Journey.

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SPEAKERS
Bijuraj Sarangi
Bijuraj Sarangi

Principal Director, Strategy & Consulting, Accenture Southeast Asia

Shamsul Majid
Shamsul Majid

Chief Technology and Innovation Officer, Malaysian Communications and Multimedia Commission

Hani Ramli
Hani Ramli

Data & Insights Director, Media.Monks

Budiman Bujang
Budiman Bujang

Head of Digital Strategy & Enterprise Architecture, Johor Corporation

Susan Tan
Susan Tan

Head-Customer Experience, NCIG

Andrew Chong
Andrew Chong

Deputy CEO, Brandt International

Kenny Ong
Kenny Ong

Chief Executive Officer, Astro Radio

Steven Yong
Steven Yong

Executive Director-AI & Data, Deloitte Consulting (SEA) Sdn. Bhd

Santha Kumaran Atmalingam
Santha Kumaran Atmalingam

CX Expert

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