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
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Banks could cut operating costs by 20% to 30% by 2028, but only if they fix duplicated, outdated customer records first.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.
Analyst Insights
Research and market analysis connected to Customer Experience
KeeperPAM tops SoftwareReviews privileged access report
Cognizant deepens Anthropic tie-up as Claude rollout grows
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
DevRev launches Voice AI for customer support calls
Featured News
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.
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.
Expert Columns
Asia's agentic AI in banking: Trusted data will decide who wins
Fraud prevention for hospitality leaders: Tackling hotel booking fraud
Why a traditional LMS falls flat for the frontline
AI in action: From conversations to real business outcomes
Amperity's CMO reveals how continuous decisioning fuels loyalty innovation
Enterprise leaders seek clarity over complexity in AI
Why seamless Middle East 2026 should be on every commerce leader's calendar
Why data governance use cases fail without accurate data
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
FIFA World Cup fever: How to build lasting fan loyalty with event tech
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
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.
Mastercard unveils Singapore payments innovation circuit
Financial institutions across Asia Pacific are being shown how AI agents, digital identity and tokenisation could reshape secure payments in coming years.
Agoda adds flight alerts & single checkout for trips
Travellers can now track gate changes and book flights, hotels and activities in one checkout, reducing stress and missed updates.
Ninja Van Malaysia doubles warehouse scanning speeds
Rising eCommerce volumes are putting pressure on Malaysia's logistics networks, as the firm now handles 30 to 60 scans a minute.
iQanAI launches conversational AI sales app across SEA
Businesses across Singapore, Malaysia and Indonesia can now automate multilingual chat sales around the clock, reducing missed leads and follow-up delays.
Hyundai Card broadens digital talent beyond tech majors
Non-STEM graduates now make up a third of Hyundai Card's digital team, as the issuer ties hiring to its AI-led business shift.
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.
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.
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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