The Ultimate Guide to Customer Experience
A curated Asian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Asian Customer Experience News
Regional stories with direct local relevance
Adyen wins SNKRDUNK payments deal for SODA expansion
Fraud checks and smoother checkout are set to support SODA's international push as it taps Adyen across SNKRDUNK's online and store payments.
Singapore Tourism Board revamps site with Adobe cloud
Cloud migration has cut maintenance costs and given Singapore Tourism Board a faster way to tailor VisitSingapore.com for seven markets.
TP opens Johor Bahru operations centre for Singapore
Singapore-based clients gain a nearby multilingual support base as TP expands Malaysian operations with a Johor Bahru centre near the border.
Juspay expands Wego partnership to boost travel payments
Travellers across the Middle East could see fewer failed bookings as Wego adds local payment options through a wider Juspay tie-up.
Hong Kong digital wallets overtake cards in payments
Shoppers in Hong Kong are using digital wallets more than cards, as account-to-account payments gain ground and cashless habits spread across Asia.
Manulife Asia, Ant Health eye connected care in Hong Kong
Patients moving between Hong Kong and mainland China could get simpler treatment, claims and payments as the firms test services across the border.
Analyst Insights
Research and market analysis connected to Customer Experience
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
Certinia study finds integration key to AI success
Progress survey finds firms lose USD $60,000 yearly
Featured News
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
Marketers turn to AI as personalisation revolution arrives
Australian marketers are turning to agentic AI to keep pace with fragmented customer journeys and rising demand for personalised content.
Expert Columns
The Next E-commerce Interface May Not Be a Screen
Why Email and Phone Append Matter for Prescreen Campaigns
When IT fails in manufacturing, the whole supply chain pays
6 Industries that need address verification
The importance of data enrichment in financial services
Rethinking fleet ownership in a changing business landscape
The AI metric that matters isn't token cost
Fragmented payment systems are costing your business
Singapore retailers turn customer signals into insight
4 practical tips for maintaining data quality
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
StarHub launches 5G+ to boost indoor mobile coverage
Indoor and underground users on StarHub's 5G plans could see faster, more reliable connections as the operator extends coverage with 700MHz spectrum.
Rethinking fleet ownership in a changing business landscape
Rising eCommerce demand and higher vehicle costs are pushing Singapore SMEs to rethink whether owning fleets still makes business sense.
Asian corporates embrace AI & embedded FX services
Asian firms want faster FX hedging, but weak bank API links could slow automation in treasury systems despite rising AI adoption.
Singapore retailers turn customer signals into insight
Retailers in Singapore are using AI and telco data to spot untapped audiences, cut insight time by up to 60% and sharpen decisions.
AI insurance sales pilot launched in Japanese dealerships
The trial could ease staffing pressure and compliance burdens for Japanese dealers as they sell insurance alongside cars in live showrooms.
AI doesn't have a workforce problem, it has a leadership problem
Only 18% of organisations are turning AI investment into measurable growth, highlighting a leadership gap that may slow adoption across ASEAN.
Adyen unifies Tod's global payments across 115 stores
The move has lifted approval rates and cut reconciliation work as the luxury group standardises payments across stores and online in 14 countries.
Scoot uses Qualtrics AI to cut feedback analysis time
Passengers can now see booking glitches fixed faster, as Scoot has cut feedback analysis from hours to minutes using Qualtrics AI.
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StarHub to move all MyRepublic Mobile users onto network
The deal gives StarHub more scale in Singapore's mobile market as MyRepublic Mobile 4G users join its 5G base on one network.
ANA builds cloud hub with Equinix, cuts setup time
Passenger services and operations at ANA should benefit as network provisioning times fall by about 80%, helping it manage surging data volumes.
TBC Uzbekistan launches digital car loans in pilot mode
Selected customers can now secure vehicle finance in the app, with approval in a minute and delivery within 24 hours.
HDBank & TerraPay launch real-time Vietnam payments
Vietnamese customers and small firms will gain faster overseas transfers as HDBank taps TerraPay to reach 156 markets without overhauling systems.
Asia's agentic AI in banking: Trusted data will decide who wins
Banks could cut operating costs by 20% to 30% by 2028, but only if they fix duplicated, outdated customer records first.
Adyen report finds Singapore shoppers split by age
Younger Singaporeans are driving higher retail spend, while payment errors and AI adoption are reshaping how retailers compete.
DBS adds agentic AI to virtual assistants for customers
Banking tasks for millions of customers can now be completed in one chat as DBS upgrades its virtual assistants with agentic AI.
Eagle Eye & Central Retail Vietnam launch loyalty scheme
Shoppers at Central Retail Vietnam can now earn points and lower prices across multiple brands, with the scheme signing up 5.8 million members.
TBC Uzbekistan named among world's top fintechs again
Its return to CNBC and Statista's fintech ranking underscores TBC Uzbekistan's growing influence in a fast-expanding digital banking market.
TBC Uzbekistan wins four Euromoney awards for excellence
Broadening its appeal beyond consumer banking, the lender has surpassed 6 million monthly users as digital adoption accelerates in Uzbekistan.
Hong Kong shoppers embrace AI, but not at checkout
While discovery is already mainstream, 45% of Hong Kong shoppers still balk at letting AI complete purchases, the survey found.
Animoca launches Visa pilot for AI shopping agents
Users in Hong Kong can now let approved AI agents find Visa card perks and complete purchases at selected merchants under preset spending rules.
Job Moves
Salesforce names Paul Carvouni to lead ASEAN AI push
Becky Lim appointed Chief Sales Officer at Plaza Premium Group
Techcombank reappoints Dr Jens Lottner as CEO to lead next phase
SMFG taps Ahmed Mazhari to lead Singapore AI venture launch
ServiceNow appoints new VP to boost Asia operations
Pipeline360 appoints McCarthy as Senior Director in APAC
Kudosity names Mitch Powell Director for Asia amid expansion
SleekFlow appoints Gao Lei as new CTO to drive tech strategy
The Marketing Society announces new Hong Kong leadership
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