Resource Library


Download the Solution Provider Information Pack

Find out more about the sponsorship options available and download the Customer Experience Exchange Asia 2017's Sponsorship... Read More

CEM Exchange Asia 2016 Post Event Report

The CEM Exchange which took place in Phuket, Thailand (13-15 March 2016) connected 41 CX strategy makers with a selection of industry leading solution providers and analysts to find answers to their most pressing project challenges. Who was there? What was discussed? Download this post event report for session... Read More

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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... Read More


Insider Insights: CEM in Financial Services Benchmarking Report

The report provide insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia. •Top three challenges/ areas of improvement with regard to CEM •Top trends you foresee affecting CEM over the next 2 years •Top investment priorities in CEM over the next 6-12... Read More

The New Customer Experience Demands an Opposite Approach to Digital Transformation

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. •Meet generation "C"... Read More

10 Things You Absolutely Must Know About Customer Journey Mapping

Make sure your customer journey mapping initiative does not fall into this category with the following ten essential tips. •Start small •Don't forget to validate your findings •Seek solutions collaboratively •Get the most of customer journey mapping... Read More

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... Read More

Optimising Customer Experience In South East Asia

Consumers typically begin their journey by using online channels before progressing to mobile and traditional channels. However, online and mobile channels require a high number of interactions. This leads to greater consumer dissatisfaction as their query resolution is... 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

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 their customer experience management and drive... Read More


Online Payments and Ecommerce Market Guide 2016

Online Payments and Ecommerce Market Guide... Read More


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