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12 - 14 September, 2017
Singapore

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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.

Submission Form

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!

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!

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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.

PDF

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.

Sponsorship Information

CEMA 2016 Profiling Report

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.

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.

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 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.

Creating “Moments of Magic,” Customer Loyalty and Excellent Customer Service with Shep Hyken

Hear from Shep Hyken, New York Times and Wall Street Journal bestselling business author, describe the secrets to creating moments of magic for your customers. In this presentation you will discover the tactics and strategies you need to transform your company into one that consistently wows your customers.

The Measure of Customer Experience

In today's multi-channel business environment, how can the customer experience be measured and consistently delivered? This is the challenge that  Nicholas Kontopoulos, Global Head of Fast Growth Markets & Marketing Innovation at SAP hybris answers in this presentation.

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.

2016 CEM Asia Profiling Report

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.

Gamification- What's next?

Marketers have been exploring the applications of gamification within loyalty programs, mobile apps, and in-store promotions, to name a few. The Internet of Things sheds new light on these strategies. This white paper examines the connection between gamification and the IoT, and their importance for your business. Spoiler alert: this is not another article persuading you that gamification is the best or only way to improve your business results. That’s because single-handedly, it’s not.

Throughout this white paper, Comarch explains how gamification and IoT can work together to achieve these results.

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.

Excellence in Customer Experience Awards Brochure

The Excellence in Customer Experience Awards is born out of a simple vision; to create an event which will honour the highest level of achievement in customer experience across the Asian community. Our inaugural award in 2015 saw huge success and paid tribute to organizations and inspiring role models that lead the way.

Following the popularity of our first show, we are delighted to announce the launch of our 2016 Excellence in Customer Experience Awards. With seven categories up for grasp this year, we will be shining the spotlight on organizations that lead the way in what is the most dynamic and competitive regions in the world.

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 CEM Leaders’ Top 5 Priorities for 2016

Asia’s leading companies are becoming increasingly aware that enhancing the customer experience is a business priority, but making this a reality is easier said than done. In an effort to understand exactly what Asia’s leading companies are struggling with, IQPC has been conducting research with the heads of customer experience management from industries including banking, hospitality, telecoms, retail, IT and many more. Click above to read the our insights and discover what's really happening in Asia.

Asia Telcos 2016: Trends and Predictions

Asia’s telcos are under pressure due to growing customer expectations, the popularity of OTT content and new competitors entering the market. The market is changing rapidly and with huge opportunities in many of the developing countries, meaning the race is on to innovate and differentiate. Click above to discover how these factors will affect Asia’s telcos over the coming year.

How Are Leading Companies in Asia Improving CEM?

How good would you say Asia’s leading companies are at delivering excellent customer service? Due to the growing importance of customer experience management, companies need to create the processes that will consistently ensure great customer service delivery. But how much of this is actually happening? To find out, we ask 5 leading companies in Asia what they see as the fundamentals of improving customer experience and their plans for the coming years.

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.

How Are Southeast Asia’s Biggest Companies Leveraging Closed Loop Feedback?

To find out how companies in Southeast Asia are using closed loop feedback, Chris Dann, Director for Customer Experience at Nielsen, ran a live polling session at the CEM Asia Summit 2015, which featured the customer experience business leaders from over 300 of Asia’s biggest companies. Click the link above to see the results.

How is McDonald’s Exceeding Customer Expectations via Digital Channels?

McDonald’s is at the forefront of integrating digital and physical channels in order to delight it's customers. To find out more about the remarkable and innovative ways that digital channels are being used, we spoke with Daniel Lee, Senior Director - Digital Experience Lead APMEA, McDonald's Corporation.

A How To Guide For Excellence In Customer Experience Management

It is more expensive to acquire a new customer than to keep your existing one. Therefore it goes without saying that companies need to do everything they can to keep the ones they’ve got by giving them what they want and engaging with them. So, how well do you really know your customers?