CX Malaysia (CXM) is a new organization in the country, a Chapter of the Contact Centre Association of Malaysia (CCAM).
The purpose of CXM is to help pull together the larger CX community in Malaysia that ranges beyond the Contact Centre Leaders to one that includes Leaders & Experts that range from Corporate Strategy, Branding & Marketing, Information Technology, Human Resources, Business Transformation, Sales and Customer Services. CX is for everyone, from users to service providers to regulators, who serves the business and the customers. There is so much to learn about CX in a holistic way while there is so much more to deliver in CX beyond customer conversations and into a more business strategy thinking that will benefit the nation at large.
CCAM recognizes the need for more deeper CX agenda in Malaysia from the many Industry collaborations and Government engagements that we have been having, including the growing interests that we have seen from the CX Summit series over the past decade. At the same time, CCAM also wishes to provide a more meaningful platform in CX to contribute into the Malaysian Digital economy where it is obvious that CX transformation initiatives being a direct contributor towards digitalization in both the private and public sector of the nation. As we progress beyond the process optimizations, CX is directly correlated to the innovation arising from AI and Digitalization.
CXM will create multiple platforms towards raising awareness in customer experience as well as connect future opportunities in the same. Some of the key initiatives lined up under CX Malaysia will be the introduction of a National CX Index, the Annual Top 100 CX companies in Malaysia listing, Annual State of CX in Malaysia reports, Round-Table sessions, a Digital CX Marketplace, CX Talent & Skills Development as well as this very popular CX Summit.
CX Malaysia will focus in raising the standards of CX in Malaysia and at the same time, steer Malaysia to be the Centre of Excellence for the ASEAN region in CX Excellence.