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

Media Center

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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 CEM Asia Summit 2016.

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 organisations are becoming more creative and attentive in their delivery of great customer experience. CEM Asia would like to thank the entrants for sharing their journey with us.

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 significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Download your complimentary copy of the report today to find out.

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 rani.kuppusamy@iqpc.com.sg

CEM Profiling Report 2016

Companies across Asia are waking up to the importance of providing consistent customer experiences, however making this a reality is easier said than done. To discover what these companies are planning for the short to mid-term, we have compiled the findings from our latest survey conducted with the CEM professionals located across Asia. The following graphs provide insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.

Submission Form

CEM Award Application Form - Best Employee Engagement

Download the application form to submit you application for CEM Award - Best Employee Engagement!

CEM Award Application Form - Best Omni-channel Experience

Download the application form to submit you application for CEM Award - Best Omni-Channel Experience Award!

CEM Award Application Form - Best Social Media Strategy

Download the application form to submit you application for CEM Award - Best Social Media Strategy!

CEM Award Application Form - Best Use of CEM Technology

Download the application form to submit you application for CEM Award - Best Use of CEM Technology!

CEM Award Application Form - Best Brand Experience

Download the application form to submit you application for CEM Award - Best Brand Experience!

CEM Award Application Form - Best Use of Mobile

Download the application form to submit you application for CEM Award - Best Use of Mobile!

CEM Award Application Form - Best Contact Centre

Download the application form to submit you application for CEM Award - Best Contact Centre!

CEM AwardApplication Form - Best Customer Experience Award

Download the application form to submit you application for CEM Award - Best Customer Experience Award!

CEM AwardApplication Form - Best Customer Experience Team

Download the application form to submit you application for CEM Award - Best Customer Experience Team!

CEM AwardApplication Form - Best Customer Experience Personality

Download the application form to submit you application for CEM Award - Best Customer Experience Personality!

CEM Award Application Form - Best CX Vendor Excellence Award

Download the application form to submit you application for CEM Award - Best CX Vendor Excellence Award!

CEM Award Application Form - Best Digital Experience Award

Download the application form to submit you application for CEM Award - Best Digital Experience Award!

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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 Awards.

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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 useful.

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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 CEM Asia Summit 2016.

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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 CX programme can be created and managed in-house, no company can be a jack-of-all-trades. 

To really grow the programme and continuously update it to keep up with changing customer needs and expectations you need to create a business plan for investment internally and partner with external experts to help you achieve your goals. 

The Customer Experience Buyer’s Guide 2017 helps you with this process by providing guidance, experiences and insights from industry experts from the likes of Forrester, Disney, Virgin Atlantic, Thomas Cook, Levi Strauss & Co, and many more to help you gain the most value from working with a vendor partner. 

Download your copy today.

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 gratification and what used to be gold standard in building customer loyalty, engagement and satisfaction, is fast becoming obsolete. Those that can transition into customer centric organizations will reap the benefits & continue to grow their share of the market. This is where you come in... Get in touch with us today to find out more

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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 customer experience programme.

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 of massive and available datasets, inexpensive parallel computing, and advances in algorithms has made it possible for machines to function in ways that were previously unthinkable.

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 experience.

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 out.

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 revenue.

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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 company. 

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 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 recognised as one of the most prominent thought-leaders and best-selling authors in innovation and digital transformation, calls “X’, The Experience When Business Meets Design. Also the title of his new book, Brian explores the importance of experiences and how to design them for customers, employees and human beings elsewhere.

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 essential tips.

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 technology. 

How to Improve Contact Centre Quality Using Voice of the Customer

This white paper discusses how customer service functions and contact centres can implement and manage advocacy-centric programs that gather deeper insight into the drivers of great (or horrible) customer experiences. The paper highlights common advocacy measurement methodologies and details best practices in customer experience insight management and process improvement. Finally, it summarizes the key requirements of customer experience management (CEM) solutions that use advocacy as a foundation to improve the delivered customer experience.

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 at the right time. This takes a significant investment in new strategy, technology, expertise and business models shaped and informed by data, insights and empathy.

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 customers.

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 organisations.

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 including Shep Hyken, the World's No.1 Customer Service Guru.