The Ultimate Guide to Customer Experience
A curated Asian edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
Asian Customer Experience News
Regional stories with direct local relevance
AirBorneo taps The XMakers to shape brand experience
The consultancy will help the Sarawak state-owned airline align its visual identity, onboard sensory cues and passenger touchpoints as it expands regionally.
UOB & AWS plan hybrid cloud push for ASEAN banking
The pact could help UOB keep customer data within a Singapore cloud environment while meeting tighter banking rules across five ASEAN markets.
Paymentology eyes Thailand's next digital payments phase
Thailand's mature digital payments market is pushing providers to focus on usability and local fit, as PromptPay handles 2.53 billion transactions a month.
Manulife promotes Andy Bruce to Chief Information Officer
The promotion underscores Manulife's push to simplify systems and expand AI across Asia as insurers race to modernise ageing technology.
Asia airports brace for USD $2.4 trillion investment push
Airports across Asia face a funding and design test as forecasts point to USD $1.3 trillion in regional capital needs by 2040.
Bunjang opens official store on Carousell Singapore
Singapore shoppers can now buy Korean secondhand goods in one checkout, with fees included and trusted delivery for fan collectibles and fashion.
Analyst Insights
Research and market analysis connected to Customer Experience
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Abbyy names Paula Sanders Chief Customer Experience Officer
TP wins Frost & Sullivan Asia-Pacific customer service award
Genesys unveils AI tools to orchestrate customer journeys
Featured News
UiPath: AI agents force rethink of junior tech roles
Routine junior tasks could soon be handed to AI agents, forcing firms to redeploy early-career staff towards strategic work, UiPath's CEO says.
Voice AI is bringing the phone call back to business
No story details were provided, leaving readers unable to gauge Twilio's latest move or its impact.
Customers at the centre of Adobe's new AI evangelist role
Adobe is using the post to help customers navigate AI adoption while feeding regional priorities back into its global product strategy.
Zendesk's outcome-based pricing balances AI with human touch
Businesses will pay only for closed support cases under Zendesk's new model, as the software group ties AI automation to human fallback.
Expert Columns
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
Fluent is not factual: Why AI needs verified data in APAC
B2B E-commerce Is Going Digital. Are APAC Businesses Ready?
The next eCommerce interface may not be a screen
How multi-shopper AI is transforming retail store operations
Are you still panning? There is a better way to extract mainframe gold
Why trusted 'Customer Context' is critical in the agentic AI era
The Next E-commerce Interface May Not Be a Screen
Why Email and Phone Append Matter for Prescreen Campaigns
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
netnumber & Kudosity strike APAC messaging partnership
The deal should help enterprise customers improve message delivery and cut fraud risk as the pair expand across APAC markets.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Australian Open inks Adobe deal to boost fan engagement
The partnership will let Tennis Australia personalise digital content and on-site guidance for fans, while supporting year-round growth beyond January.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
Amadeus study finds rise in GDS use & AI among agents
Most agents are now relying on GDS tools more often, while AI is becoming a regular part of selling work across regions.
G Squared founders launch Mercantile Co. for agencies
The new parent company groups four specialist agencies under one roof, giving clients broader capabilities while keeping each brand distinct.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
V2 AI wins AWS agentic AI competency in Asia Pacific
The accreditation could help regulated firms in Asia Pacific choose a partner for deploying agentic AI on AWS with stronger governance and security.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
Singapore shoppers embrace AI but baulk at checkout
AI shopping is already mainstream in Singapore, but only 29% of consumers are willing to let it complete a purchase for them.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Eagle Eye adds Divide By Zero to APAC partner programme
Retailers in Asia-Pacific will gain more choice over loyalty and personalisation systems as Eagle Eye broadens its partner network with Divide By Zero.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Job Moves
Manulife promotes Andy Bruce to Chief Information Officer
Salesforce names Paul Carvouni to lead ASEAN AI push
Becky Lim appointed Chief Sales Officer at Plaza Premium Group
Techcombank reappoints Dr Jens Lottner as CEO to lead next phase
SMFG taps Ahmed Mazhari to lead Singapore AI venture launch
ServiceNow appoints new VP to boost Asia operations
Pipeline360 appoints McCarthy as Senior Director in APAC
Kudosity names Mitch Powell Director for Asia amid expansion
SleekFlow appoints Gao Lei as new CTO to drive tech strategy
