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
Content systems in B2B tech: Scaling assets across channels
B2B tech firms in Southeast Asia are overplaying one-off hero assets, as leaders push content systems to boost reach, consistency and ROI.
Anthropic partners NEC to deploy Claude across 30,000
Anthropic and NEC strike long-term deal to roll out Claude to 30,000 staff, co-develop Japan-focused AI tools and bolster cybersecurity.
Thought leadership in B2B tech: From expertise to influence
How Southeast Asia's B2B tech firms can turn technical expertise into market influence through structured thought leadership.
Nestlé & Lazada trial AI shopping tools in Southeast Asia
Nestlé and Lazada roll out AI shopping tools across five Southeast Asian markets, testing conversational product support for parents buying nutrition items.
NEC teams with Anthropic for Japan AI enterprise tools
NEC and Anthropic team up to develop secure AI tools for finance, manufacturing and local government in Japan.
FairPrice to roll out smart carts across Singapore stores
FairPrice Group to deploy smart carts, digital price cards and AI tools across 48 stores as its Singapore retail overhaul scales up by end-2026.
Analyst Insights
Research and market analysis connected to Customer Experience
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Amplitude launches AI assistant for in-product support
Extreme says Platform ONE cuts network costs by 32%
Featured News
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Denodo's Dominic Sartorio warns businesses accelerating artificial intelligence deployments that cloud migrations alone do not make data ready for real-time AI.
Exclusive: Adobe ANZ chief on AI adoption trends
Adobe ANZ chief says AI is moving into production as customers in regulated sectors balance caution with rapid deployment and productivity gains.
Exclusive: Google sees success with niche AI playbooks
Google is tailoring AI playbooks for 19 industries as enterprises shift from pilots to production, with faster rollouts and ROI now the focus.
Google sees retail success with agentic commerce push
Google's Gemini enterprise suite is live in retail at Bunnings, uniting search, service and sales with AI agents and UCP support.
Exclusive: How Adobe showcases its innovation engine
Adobe's Sneaks programme puts early-stage ideas on stage, with Principal Evangelist Eric Matisoff saying the live format can help concepts evolve into products.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks are slowing AI rollouts as they prioritise process visibility, with Celonis arguing execution depends on understanding how work flows today.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
.webp)
Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Content systems in B2B tech: Scaling assets across channels
Why frontline mobility is becoming an operational intelligence layer
Thought leadership in B2B tech: From expertise to influence
Turning security into a story: How managed service providers use reporting to drive retention and revenue
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
Agentic commerce and the evolution of retail purchase behaviour
5 eCommerce trends set to define 2026
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
AEON360 teams with Google Cloud on AI shopping push
AEON360 and Google Cloud to launch AI shopping system in Malaysia, with plans to spread across Southeast Asia and add in-store, finance and loyalty tools.
Brand as a revenue multiplier in enterprise sales
Brand can lift enterprise revenue by shaping shortlists, easing internal buy-in and strengthening pricing power before sales talks even start.
CIMB Niaga launches AI agents for Indonesian bank staff
CIMB Niaga teams up with Google Cloud and Artefact to deploy AI agents that give front-line staff real-time guidance for millions of customers.
Mastercard & KTC test Thailand's first AI ride booking
Mastercard and Krungthai Card complete Thailand’s first live agentic payment as an AI assistant books an Elife ride from airport to city centre.
What is a 'Brand' in B2B technology - and how does it drive growth
Why B2B technology firms that build trust, visibility and proof can win shorter sales cycles, higher contract values and stronger growth.
Lotte Rental extends Rimini Street deal to cut costs
Lotte Rental extends Rimini Street support for Oracle and SAP systems, aiming to halve annual software spending and fund AI and cloud projects.
HPE updates Complete Care with AI tools for hybrid IT
HPE folds AI-powered tools and expert advisory into Complete Care service as Singapore and Southeast Asian customers juggle hybrid infrastructure.
FWD Singapore marks 10 years with profitable growth
FWD Singapore says adviser-led expansion, digital upgrades and stronger customer experience helped drive profitable FY2025 growth in its 10th year.
Changi Airport boosts search with OpenSearch overhaul
Changi Airport revamps digital search with OpenSearch, slashing zero-result queries and unifying travel, service and retail discovery.
FPT deploys Plume cloud Wi‑Fi to boost homes in Vietnam
Vietnam's FPT is deploying Plume's cloud-managed Wi‑Fi to boost in‑home coverage, performance and security across its broadband base.
Why AI agentic commerce will rewrite retail loyalty
AI agents are quietly reshaping retail, and sluggish loyalty platforms risk losing transactions long before shoppers know they've gone.
Sun PhuQuoc taps 2C2P to boost Asian payment options
Sun PhuQuoc Airways partners 2C2P and M-PAY to add cards, wallets and QR options, preparing for wider Asian cross-border sales.
Why clarity, not volume, wins B2B tech buyers in an AI-saturated market
In an AI-saturated B2B tech market, buyers shun content overload and reward vendors who offer clear, trusted, decision-ready insight.
Singaporeans want phone support as firms push digital
Singaporeans still prefer calls for customer support, but firms are shifting budgets to digital self-service and AI, risking a widening gap.
Indosat & Safaricom forge AI & fintech partnership
Indosat and Safaricom have struck an AI and fintech alliance to boost smarter networks, fraud controls and mobile money in emerging markets.
Singapore firms boost AI, sovereign cloud as security rises
Singapore enterprises ramp up generative and agentic AI while sovereign cloud spend climbs amid digital sovereignty and security fears.
LINE Plus unveils ActEngine AI for merchant support
LINE Plus launches ActEngine AI, an agent platform automating merchant support and sales, after big gains at Thailand's LINE MAN Wongnai.
Indosat creators set 11-hour Eid TikTok livestream record
Two creators set an 11-hour Eid TikTok livestream record on a Jakarta-Yogyakarta journey, stress-testing Indosat's mobile network in real time.
Beyond the booth: How tech companies can win at industry events
Amid Asia's crowded tech fairs, companies win by weaving events into long-term storytelling, not relying on flashy booths alone.
Why women must be at the agentic AI table
Women must help design agentic AI in Asian banking, or tech will hardwire old gender biases into the financial systems of the future.
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
.webp)