In a significant move to enhance customer experience (CX) across Malaysia, the Contact Centre Association of Malaysia (CCAM) has launched CX Malaysia. This new chapter is set to revolutionize the standards of customer interactions and satisfaction through comprehensive collaboration and innovation. With Malaysia’s booming digital economy, such initiatives are crucial for maintaining competitive edge and consumer loyalty.
Unveiling CX Malaysia: A New Chapter Begins
The curtain was raised on CX Malaysia by Datuk Ts. Fadzli Abdul Wahit of the Malaysia Digital Economy Corporation during the CX Summit. This initiative aims to set new benchmarks in customer service excellence, benefiting various industries nation-wide. Vigneswaran Sivalingam, the President of CCAM, emphasized the chapter’s role in recognizing and promoting best practices that ensure outstanding customer experiences.
Empowering Businesses with the CX Stars System
To systematically measure and boost CX efforts, CX Malaysia will soon release “The State of CX in Malaysia” Report. Prepared in collaboration with Twimbit, this report introduces an innovative rating system, the CX Stars, which assesses companies in four primary areas: Digital Experience, Service Experience, Brand Experience, and Employee Experience. This approach not only highlights areas of excellence but also pinpoints potential improvements, thereby empowering businesses with actionable insights.
CX Summit: Insights and Expert Contributions
The CX Summit featured a convergence of international and local CX experts, including renowned speakers like Ron Kaufman and Shep Hyken. Over 500 participants shared strategies and insights on elevating customer experience. This gathering underlined the high standards and collaborative spirit that CX Malaysia aspires to instill within the Malaysian market.
The establishment of CX Malaysia marks a pivotal development in enhancing Malaysia’s service quality and customer relationship management. Through the CX Stars system and collaborative efforts at events like the CX Summit, CCAM aims to position Malaysia as a leader in customer experience excellence within the region. With strategic focus on both universal benchmarks and local nuances, the future of Malaysian customer service looks promising.
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