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
Content systems in B2B tech: Scaling assets across channels
B2B tech firms are wasting budget on one-off assets as tighter content systems help extend reach, sharpen messaging and improve ROI.
Anthropic partners NEC to deploy Claude across 30,000
The rollout will bring Anthropic's Claude tools to about 30,000 NEC employees and strengthen AI services for Japanese firms and government bodies.
Thought leadership in B2B tech: From expertise to influence
Poorly translated expertise is leaving many Southeast Asian B2B tech firms invisible to buyers and weakening shortlist chances.
Nestlé & Lazada trial AI shopping tools in Southeast Asia
Shoppers in three Southeast Asian markets will get AI product help and photo-based prompts as Nestlé and Lazada test conversational buying tools.
NEC teams with Anthropic for Japan AI enterprise tools
The tie-up could speed secure AI adoption for regulated Japanese firms, with NEC set to roll out Claude to about 30,000 staff.
FairPrice to roll out smart carts across Singapore stores
Shoppers at 48 FairPrice outlets will soon be able to scan and pay as they shop, after the supermarket group expands its smart cart rollout.
Analyst Insights
Research and market analysis connected to Customer Experience
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Amplitude launches AI Assistant for in-product support
Featured News
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Adobe ANZ chief on AI adoption trends
AI is increasingly moving into live use across Australia and New Zealand, as regulated sectors test deployments while CEOs chase productivity gains.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
AI shopping boom puts checkout under pressure
The 70% problem: Why checkout is still where eCommerce goes to die
How accurate address data powers identity verification
Content systems in B2B tech: Scaling assets across channels
Why frontline mobility is becoming an operational intelligence layer
Thought leadership in B2B tech: From expertise to influence
Turning security into a story: How managed service providers use reporting to drive retention and revenue
When identity becomes the payment rail
Telcos reshape music streaming for local audiences
Agentic commerce and the evolution of retail purchase behaviour
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
AEON360 teams with Google Cloud on AI shopping push
Shoppers in Malaysia will gain a single AI-led journey across AEON services as the retailer starts linking buying, payments and rewards with Google Cloud.
Brand as a revenue multiplier in enterprise sales
Trusted vendors are more likely to be shortlisted, secure approval and command better pricing in complex enterprise deals.
CIMB Niaga launches AI agents for Indonesian bank staff
The rollout could speed up advice and call handling for millions of Indonesian customers while keeping staff in control of regulated decisions.
Mastercard & KTC test Thailand's first AI ride booking
AI-led payments are moving into Thailand’s checkout process, with a controlled pilot showing how a ride can be booked and paid for automatically.
What is a 'Brand' in B2B technology - and how does it drive growth
Strong brand credibility can shorten enterprise sales cycles, lift deal values and cut customer acquisition costs for B2B tech firms.
Lotte Rental extends Rimini Street deal to cut costs
The South Korean vehicle rental group expects annual software support costs to fall by more than 50 per cent, freeing cash for AI and cloud projects.
HPE updates Complete Care with AI tools for hybrid IT
The revamp aims to ease hybrid IT headaches for Singapore and Southeast Asian firms as AI projects strain ageing systems and fragmented support.
FWD Singapore marks 10 years with profitable growth
Profitability in FY2025 caps a decade of expansion for the insurer, as adviser-led sales and wealth products helped drive growth in Singapore.
Changi Airport boosts search with OpenSearch overhaul
Changi Airport revamps digital search with OpenSearch, slashing zero-result queries and unifying travel, service and retail discovery.
FPT deploys Plume cloud Wi‑Fi to boost homes in Vietnam
Vietnam's FPT is deploying Plume's cloud-managed Wi‑Fi to boost in‑home coverage, performance and security across its broadband base.
Why AI agentic commerce will rewrite retail loyalty
AI agents are quietly reshaping retail, and sluggish loyalty platforms risk losing transactions long before shoppers know they've gone.
Sun PhuQuoc taps 2C2P to boost Asian payment options
Sun PhuQuoc Airways partners 2C2P and M-PAY to add cards, wallets and QR options, preparing for wider Asian cross-border sales.
Why clarity, not volume, wins B2B tech buyers in an AI-saturated market
In an AI-saturated B2B tech market, buyers shun content overload and reward vendors who offer clear, trusted, decision-ready insight.
Singaporeans want phone support as firms push digital
Singaporeans still prefer calls for customer support, but firms are shifting budgets to digital self-service and AI, risking a widening gap.
Indosat & Safaricom forge AI & fintech partnership
Indosat and Safaricom have struck an AI and fintech alliance to boost smarter networks, fraud controls and mobile money in emerging markets.
Singapore firms boost AI, sovereign cloud as security rises
Singapore enterprises ramp up generative and agentic AI while sovereign cloud spend climbs amid digital sovereignty and security fears.
LINE Plus unveils ActEngine AI for merchant support
LINE Plus launches ActEngine AI, an agent platform automating merchant support and sales, after big gains at Thailand's LINE MAN Wongnai.
Indosat creators set 11-hour Eid TikTok livestream record
Two creators set an 11-hour Eid TikTok livestream record on a Jakarta-Yogyakarta journey, stress-testing Indosat's mobile network in real time.
Beyond the booth: How tech companies can win at industry events
Amid Asia's crowded tech fairs, companies win by weaving events into long-term storytelling, not relying on flashy booths alone.
Why women must be at the agentic AI table
Women must help design agentic AI in Asian banking, or tech will hardwire old gender biases into the financial systems of the future.
Job Moves
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
The Marketing Society announces new Hong Kong leadership
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