TDCX Malaysia wins Frost & Sullivan award for 2023

TDCX Malaysia has earned the Frost & Sullivan Company of the Year award, marking the second time it has been honoured with this recognition.

The award acknowledges organisations for their excellence in growth strategy and implementation, with TDCX Malaysia excelling in visionary innovation, performance, and customer impact. Notably, this achievement comes from the company's innovative approaches, including the work of its Innovation Lab, which focuses on developing proprietary tools and platforms to better understand customer interactions.

TDCX Malaysia's efforts facilitated an 8% increase in its client base within Malaysia in 2023, additionally strengthening existing client relationships. The company's consultative and hands-on approach supported these gains.

Byron Fernandez, Group Chief Information Officer and Executive Vice President, explained, "The start of 2023 through the first half of 2024 saw many shifts at TDCX Malaysia, as new customer priorities emerged, driven in part by the rise of new generative AI models. This has spurred us to look internally and re-strategise our CX game plan, including the development of human-centric digital technologies through our Innovation Lab to elevate our service delivery for clients worldwide."

Fernandez also identified two critical factors contributing to the company's success. "We are honored to receive this recognition from Frost & Sullivan, which we attribute to two key factors. First, our consultative, hands-on approach through our consulting arm, TDCX AI, has consistently guided businesses through their CX growth journey and will continue to be our guiding principle in driving client relationships. Second, our agile mindset motivates us to continuously scan for emerging trends and deliver enhanced customer value," he added.

The development of the proprietary analytics platform, Acuity, was highlighted as an example of TDCX Malaysia's commitment to innovation. "For instance, to help companies better anticipate customers' needs, we have developed Acuity, our proprietary analytics platform, to provide deeper insights into customer interactions and enable data-driven decisions," Fernandez noted. This platform, launched in 2022, offers real-time insights that assist businesses in optimising operations and making informed strategic decisions.

Krishna Baidya, Senior Director of the ICT Practice in Asia Pacific, spoke about the importance of TDCX Malaysia's contribution to the broader company strategy. "TDCX Malaysia plays a pivotal role in TDCX's long-term success through its Innovation Lab in the country, serving as the hub for developing proprietary tools and platforms to analyse customer interactions, gain insights, and create tailored solutions for its diverse clients," he stated.

Baidya further praised the company's ability to integrate solutions seamlessly while maintaining efficiency. "Through collaborative discussions, TDCX designs bespoke solutions that seamlessly integrate into existing workflows and identifies areas for improvement, ensuring maximum efficiency and alignment with overarching CX goals. TDCX is a high-quality, dependable, and customer-satisfaction business devoted to excellence in service delivery," he remarked.