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
TBC Uzbekistan launches car buying in app in Tashkent
Customers in Tashkent can now complete vehicle selection, finance and paperwork through TBC Uzbekistan's app in about 24 hours.
Mobinet deploys Plume platform for Mongolian broadband
Mongolian subscribers will get managed WiFi, security tools and parental controls free as Mobinet broadens its broadband offer beyond speed alone.
Hong Kong retailers face fraud & licensing hurdles
Nearly 88% of Hong Kong retailers surveyed reported payment fraud in the past year, as expansion abroad brought added costs and compliance strain.
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.
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
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
VNPT picks RADCOM for roaming assurance in Vietnam
The switch should give the state-owned carrier faster roaming fault detection and better visibility for its 30 million subscribers.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
AsiaPay launches tokenisation service for Asia-Pacific
Merchants across 12 Asian markets can now use a single interface to cut checkout friction and fraud exposure on card payments.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Visa finds Asia Pacific digital remittances rise unevenly
Uneven uptake leaves Japan lagging, as fraud fears and AI scam worries reshape how families send and receive money across Asia Pacific.
Asia, Middle East airports face USD $240 billion buildout
Airports across the two regions must balance new capacity with live operations, labour shortages and cyber risks as spending accelerates.
AI loyalty shift threatens retailers' direct customer ties
Retailers could be reduced to fulfilment providers unless they use loyalty data to stay visible as shoppers turn to AI assistants.
Forrester urges firms to prioritise practical AI governance
Enterprises face mounting risks from AI outages and hidden governance costs as Forrester says day-to-day operational needs now outrank frontier fears.
New Zealand digital government score rises as AI test looms
AI search could expose weaknesses in New Zealand public services, even as the country's digital government score climbed to 68.8.
Australian consumers ditch AI chats over memory gaps
Nearly seven in 10 Australians walk away from AI service chats when bots fail to recall earlier exchanges, a Twilio survey finds.
RS2 warns businesses confuse connectivity with orchestration
The gap is leaving many firms reliant on manual routing and weak token control, with transaction performance and resilience suffering.
Asia Pacific remitters prefer fraud checks over speed
Consumers across Asia Pacific are willing to wait longer for transfers if it reduces scam losses, Visa's survey of 45,000 people found.
Merlin rolls out NiCE CXone across 140 attractions
Guest service at Merlin's attractions has improved sharply, with issue resolution rising to 95% after an AI platform was rolled out.
Merlin rolls out NiCE AI across visitor attractions
Visitors should see faster help and fewer repeat calls as Merlin links bookings, support and follow-up across 140 attractions worldwide.
Candescent expands Google Cloud AI tie-up for banks
The expanded deal should help more than 1,300 banks and credit unions move AI from pilot projects into day-to-day banking systems.
FIS posts record core banking wins at smaller banks
Smaller lenders are accelerating technology overhauls to curb fraud and improve digital services, driving FIS to a record first-half tally of core wins.
Catapult uses AI agents to speed up support worldwide
Support response times have fallen as the sports technology company lets AI triage routine queries for teams across 139 countries.
Lumin Digital launches open banking integration with MX
Banks using the platform can now connect customers to approved financial apps without screen scraping, improving consent controls and data access oversight.
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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