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
Loyalty leaders discuss: What are global loyalty programs doing that's missing in APAC?
Loyalty schemes in APAC are losing relevance as global leaders win customers with simpler, more personal offers delivered in real time.
TBC Uzbekistan launches digital SME payroll feature
Small businesses in Uzbekistan can now pay staff instantly at weekends and holidays, as TBC Business adds a digital payroll tool.
Loyalty leaders discuss: Impact on personalisation across APAC as AI moves from predictive to agentic
Brands risk losing customers to AI agents unless loyalty offers are machine-readable, real-time and simple enough to be chosen automatically.
KYC for Neobanks in Asia region
Fast-growing digital banks in Asia face tighter checks as varied rules and weak data systems make customer verification harder across borders.
Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering
APAC retailers are losing margin as clunky loyalty systems fail to meet demand for real-time, personalised offers and easier redemption.
GoTyme launches app service for transfers to 200 countries
Customers can now send money abroad in minutes through GoTyme's app, with upfront fees, live exchange rates and tracking.
Analyst Insights
Research and market analysis connected to Customer Experience
CFOs can win by deploying AI strategically, Gartner says
Proximus Global rises to Gartner CPaaS leaders group
Sinch named Gartner leader in CPaaS for fourth year
8x8 sees surging AI demand as usage revenue jumps 70%
Responsive links ChatGPT & Copilot to approved content
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Gigs makes APAC splash with promising ShopBack partnership
ShopBack users could soon get easier access to travel connectivity and local mobile plans as Gigs tests its expansion in Asia.
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Adobe ANZ chief on AI adoption trends
AI is increasingly moving into live use across Australia and New Zealand, as regulated sectors test deployments while CEOs chase productivity gains.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Expert Columns
Data value chain seen as next step for enterprises
Proving personalisation works: Tooling, metrics, and the real role of AI
Why proof of address verification fails across borders (and how to fix it)
What separates the personalisation leaders in media and entertainment?
Audiences are cycling, not stacking: The new retention equation in media and entertainment
Loyalty leaders discuss: What are global loyalty programs doing that's missing in APAC?
Loyalty leaders discuss: Impact on personalisation across APAC as AI moves from predictive to agentic
KYC for Neobanks in Asia region
Loyalty leaders discuss: The biggest gap between what APAC consumers expect and what brands are delivering
The next phase of AI in marketing is not just more automation
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Circles.Life launches Live Unhinged brand campaign
In Singapore's crowded mobile market, Circles.Life is betting AI tools, cashback and lifestyle perks will help it stand out from rivals.
MANSA named in Payments Power 50 2026 for cross-border push
The recognition could boost MANSA's appeal to payment operators as cross-border firms seek faster settlement and less capital tied up abroad.
UOB & FPT sign AI banking partnership for Asia-Pacific
The tie-up could speed digital banking upgrades and AI adoption across UOB's Asian markets, with pilots likely in Vietnam and beyond.
Châteraisé Singapore adopts Adyen across franchise stores
The rollout will standardise checkout and cut new-store setup time to three days, easing payments for 34 franchise-run outlets in Singapore.
Garuda Indonesia modernises core systems with RISE with SAP
The move is designed to cut costs and improve transparency as the carrier links finance, procurement and maintenance systems on SAP Cloud ERP Private.
Singapore CEOs see geopolitical risk as top concern
Singapore boardrooms are shifting towards disciplined growth, as 71% of CEOs rank geopolitical uncertainty above all other business risks.
iVisa warns travellers over AI visa advice after border snag
Travellers face costly border delays when chatbot visa advice is wrong, as one solo backpacker learned at the Vietnam-Cambodia crossing.
Adyen launches Giving with CHARLES & KEITH in Singapore
Shoppers in Singapore can now round up CHARLES & KEITH purchases to support Community Chest, with Adyen matching donations in 2026.
TP AI debt recovery matches human satisfaction in Asia
Banks in Asia are turning to AI collections tools as rising loan stress puts pressure on recovery rates and customer trust.
Content systems in B2B tech: Scaling assets across channels
B2B tech firms are wasting budget on one-off assets as tighter content systems help extend reach, sharpen messaging and improve ROI.
Anthropic partners NEC to deploy Claude across 30,000
The rollout will bring Anthropic's Claude tools to about 30,000 NEC employees and strengthen AI services for Japanese firms and government bodies.
Thought leadership in B2B tech: From expertise to influence
Poorly translated expertise is leaving many Southeast Asian B2B tech firms invisible to buyers and weakening shortlist chances.
Nestlé & Lazada trial AI shopping tools in Southeast Asia
Shoppers in three Southeast Asian markets will get AI product help and photo-based prompts as Nestlé and Lazada test conversational buying tools.
NEC teams with Anthropic for Japan AI enterprise tools
The tie-up could speed secure AI adoption for regulated Japanese firms, with NEC set to roll out Claude to about 30,000 staff.
FairPrice to roll out smart carts across Singapore stores
Shoppers at 48 FairPrice outlets will soon be able to scan and pay as they shop, after the supermarket group expands its smart cart rollout.
AEON360 teams with Google Cloud on AI shopping push
Shoppers in Malaysia will gain a single AI-led journey across AEON services as the retailer starts linking buying, payments and rewards with Google Cloud.
Brand as a revenue multiplier in enterprise sales
Trusted vendors are more likely to be shortlisted, secure approval and command better pricing in complex enterprise deals.
CIMB Niaga launches AI agents for Indonesian bank staff
The rollout could speed up advice and call handling for millions of Indonesian customers while keeping staff in control of regulated decisions.
Mastercard & KTC test Thailand's first AI ride booking
AI-led payments are moving into Thailand’s checkout process, with a controlled pilot showing how a ride can be booked and paid for automatically.
What is a 'Brand' in B2B technology - and how does it drive growth
Strong brand credibility can shorten enterprise sales cycles, lift deal values and cut customer acquisition costs for B2B tech firms.
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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