We are pleased to announce that CCAM has appointed Ipsos Sdn Bhd (“Ipsos”) as its Research Partner for the Malaysia Contact Centre: State of Business 2026/30 Research Study.
This marks a significant step forward in CCAM’s commitment to strengthening and shaping the future of Malaysia’s contact centre and customer experience (CX) industry.
The Research Study will establish a national baseline for the industry, providing a clearer understanding of where we stand today and the opportunities ahead. It will examine the industry’s economic contribution, workforce and future skills needs, adoption of AI and emerging technologies, and Malaysia’s competitiveness as a regional and global CX hub.
The findings will also provide valuable industry intelligence to support evidence-based policymaking, strategic business planning, talent development, upskilling and reskilling, and technology adoption and investment, while helping to strengthen Malaysia’s broader contact centre and CX ecosystem.
Following a structured procurement and evaluation process, Ipsos was selected as CCAM’s Research Partner. As part of the globally recognised Ipsos Group, Ipsos brings extensive experience in market research and insights, supporting governments, businesses, and industry organisations across more than 90 markets.
Our members are an essential part of this initiative. Through their participation and contribution of industry insights, we can build a more accurate picture of our industry and lay a stronger foundation for its development towards 2030.
Ipsos will be engaging relevant members as the research progresses, with further information on the research activities, timeline, and participation to be shared in due course.
Together, we are shaping the future of Malaysia’s contact centre and customer experience industry.
In the meantime, if you would like to participate in the survey, please find the survey link below. Your participation is highly appreciated and truly valued.
Survey Link: CCAMSurvey.ipsosinteractive.com
