12 - 14 September, 2017
Marina Bay Sands, Singapore, Singapore

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Customer Experience Asia Summit 2017 Agenda

Rethink. Innovate. Deliver Delivering great customer-experience (CX) is and will never be an easy task. Our customers are changing and it is imperative to stay ahead of the game. Transitioning into a customer-centric organisation in every aspect will be the winning key to increasing market shares and maintaining competitiveness. With that in mind,... Read More

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CEM Asia Summit 2016 Awards Post Show Report

The 2016 Excellence in Customer Experience Asia Awards paid tribute to organisations and inspiring role models that led the way in providing exceptional customer service. In our second year, we received a record-breaking 85 entries across 7 awards categories. As customer expectations in the region continue to increase and evolve, Asia’s... Read More

Customer Experience Predictions for 2017

Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. With Gartner predicting that by 2018 more than 50 per cent of organisations will implement... Read More

CEM registration form

Fast Track Your Attendance!Want to fast track your registration to the CEM Asia Summit 2017? It's easy - just download, fill out this form and send it to enquiry@iqpc.com.sg or... Read More

Awards

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CEM Asia Awards Brochure

As customer expectations in the region continue to increase and evolve, Asia’s organisations are becoming more creative and attentive in their delivery of great customer experience. Download 2017 CEM Asia Award Brochure to know more about the 2017 exclusive CEM... Read More

Customer Experience Management Asia Summit 2017 Shortlisted Entries

Download to view the Shortlisted Entries for CEM Asia Awards... Read More

Additional Event Information

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Letter to the Boss

Need help getting approval to attend?We appreciate that time out of the office can be difficult to justify, especially with the constant pressures of return on investment and time. This is why we have put together this short letter for you to use in your internal decision-making process, if needed. Hope it's... Read More

Sponsorship enquiry

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CEM Asia Summit 2016 Post Show Report

The 4th CEM Asia Summit was a huge success and our best show yet! The event has witnessed year-on-year growth and we are honoured to be the definitive platform for you to network, benchmark and learn as you continue your organisation’s journey towards greater customer-centricity. Download this Post Show Report to learn more about what went on at... Read More

The Customer Experience Buyer's Guide 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a... Read More

CEM Asia Summit 2017 Profiling Report

Companies across Asia have now put customer experience (CX) at the top of their boardroom agenda. The interesting question to ask is this: how are they mapping and executing their CX strategy? To discover what these companies have planned in the short to mid-term, we have conducted a survey with CX leaders across Asia. This report will offer... Read More

Sponsorship Information

Customer Experience Asia 2017 Sponsorship Prospectus

THE AGE OF THE CUSTOMER IS HERE. The concept that the customer is king has long been accepted. The real question Asia's CX leaders are asking is, how can they better meet the increasingly demanding expectations of their customers in a rapidly developing & connected world? Customers today are faced with more choices. They demand instant... Read More

Additional Content Download

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About Comarch Smart City

How do you reach a customer who has tons of applications on his or her phone and doesn’t know which one to use? How can you help your customer find the perfect offer at the right time? How can you guide tourists through a city so that they see the most interesting sites and leave with the best... Read More

5 Data-Driven Tech Trends Shaping Customer Experience in 2017

5 Data-Driven Tech Trends Taking Customer Experience to the Next Level: 1. Mobile continues to intensify “micro-moments” 2. Artificial Intelligence creates an absolute 360-degree customer view 3. Chatbots act as a “self-serve” way to connect with customers immediately 4. The Internet of Things enables faster customer insights 5. Customer... Read More

Customer Experience Technology in Australia & New Zealand Market Research Report

Almost 80% of companies recognize that they are either only catching up or do not deliver yet a high customer experience. Is it much too loose? A smart CX approach definitely gives a competitive advantage. But how much? “Two third of the CX leaders businesses are performing above their industry average”, according to a Fifth Quadrant APAC... Read More

Customer Experience Technology in Australia & New Zealand Market Research Report

Almost 80% of companies recognize that they are either only catching up or do not deliver yet a high customer experience. Is it much too loose? A smart CX approach definitely gives a competitive advantage. But how much? “Two third of the CX leaders businesses are performing above their industry average”, according to a Fifth Quadrant APAC... Read More

Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the 5th Annual Customer Experience Management Asia Summit are integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your... Read More

The Age of AI

Seemingly overnight, Artificial Intelligence (AI) has moved from a plot point in science fiction movies to a core technology for companies such as Google, Facebook, Baidu, Microsoft, and Amazon. But the idea of AI — of machines that can sense, classify, learn, reason, predict, and interact — has been around for decades. Today, the combination... Read More

Customer Experience Asia Summit 2017 Floorplan

Customer Experience Asia Summit 2017... Read More

Infographics

Customer Experience is Heating Up: Staggering Stats For Your C-Suite

Customer experience is a vital part of most companies’ wider business and customer strategies. But when a great NPS score isn’t enough to convince the C-suite to make CX a priority, this infographic and its staggering stats will no doubt make them turn up the heat on customer... Read More

Whats Wrong With Customer Service in Asia (and how to fix it)

Now that consumers have higher expectations than ever before, the pressure is on for companies in Asia to improve their customer service delivery. Worst of all, companies are regularly under-delivering, resulting in reputational damage and loss in revenue. How can this be fixed? Read on to find... Read More

Infographic: Creating Amazing Customer Experiences in Asia

Creating amazing customer experiences has never been more important in Asia, but why? In this exclusive infographic, the CEM Asia team examines the differences between customer behaviour in Asia compared to the rest of the world and what companies must do to enhance heir customer experience management and drive... Read More

Video

Everything starts with loyalty

Loyalty is the basis of interpersonal relationships built on positive emotions. Find out how to create strong loyalty linkage between customers and... Read More

Uncovering the Customer Experience in Contact Centre

Customer Experience starts with your frontline employees. But how do you understand what they’re doing right and wrong when speaking to customers? Implement a CEM program into your contact centre. Watch this video to find out... Read More

Brian Solis- FROM CX + DCX = X

Customer Experience (CX) is one of the hottest buzzwords in business today. At the same time, the digital customer experience (DCX) is gaining momentum as one of the greatest areas of opportunity in business innovation. Together they equal the future of customer relationships and that’s where you come in. This is what Brian Solis, globally... Read More

Articles

10 Things You Absolutely Must Know About Customer Journey Mapping

Customer journey mapping is a useful technique to help identify shortcomings and chokepoints in your customer service, but unless it is conducted effectively and followed through, it risks becoming a misguided time-wasting initiative. Make sure your customer journey mapping initiative does not fall into this category with the following ten... Read More

AI for CRM- A Field Guide to Everything You Need To Know

Artificial intelligence (AI) is the next major wave of innovation, driven by advances in computing power, the ability to store large volumes of data in the cloud at minimal cost, and easier access to advanced algorithms. And it will be more disruptive and powerful than any previous shift in... Read More

The New Customer Experience Demands an Opposite Approach to Digital Transformation

The digital customer represents a new breed of consumer. While traditional customers are also alive and well, digital customers are elusive, discerning, distracted and proudly narcissistic. To reach and engage these connected customers requires a relevant and informed approach that meets them on their terms, in their communities, in the right ways... Read More

Want to be the Worst at Customer Service At Least be the Worst CONSISTENTLY

Don’t you just hate poor customer service? If a company is consistently bad, at least you know what to expect, but when service levels are wildly different each time, you’re certain to be disappointed. Download this article by best-selling author Peter Shankman to read about the chaos this can cause for your... Read More

The Global State of Customer Experience 2016

This in-depth report looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of... Read More

Asia's Customer Experience Experts Reveal Their Secrets

Many companies struggle with delivering a consistent customer experience, meaning that despite the complexities, there are shared challenges and opportunities to learn from different industry verticals. To learn more about these shared challenges and tips to overcoming them, we speak to four of Asia’s leading customer experience experts... Read More

Podcast with Frank Eliason

In this in-depth interview he shares that he should have paid more attention in psychology class. His thought is that in addition to paying attention to the customer’s experience, organisations should be paying attention to the employee’s experience.... Read More