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18 Business Shaping the Future of Customer Experience

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18 Business Shaping the Future of Customer Experience

KUALA LUMPUR, Malaysia, Jan. 2, 2025 /PRNewswire/ — In an age where customer experience (CX) drives competitive advantage and defines brand loyalty, the CXP Best Customer Experience Awards 2024 celebrates brands that have set the benchmark in creating innovative, meaningful, and human-centric engagements.

Congratulations to the winners of the 2024 Malaysia CXP Best Customer Experience Awards

The awards reflect the dynamic evolution of customer experience, influenced by trends such as digital transformation, hyper-personalization, and the integration of customer values into brand strategy. The CXP Velocity Model – evaluating Effort, Experience, Engagement, and Evangelism – has been instrumental in identifying the outstanding achievements of brands in navigating these trends and delivering unparalleled CX.

This year, 18 exceptional brands were honored for their ability to meet and exceed customer expectations, transforming customer interactions into deep, value-driven connections. These winners were selected from 82 companies that submitted insights into their CX initiatives over the past two years.

“The pandemic and rapid technological advancements have reshaped customer expectations and the way brands interact with their audiences,” said Datuk William Ng, Managing Director of Business Media International, the organization behind CXP Asia. “To thrive in this ever-evolving landscape, businesses must go beyond transactional relationships, focusing on emotional resonance and meaningful value creation. The winners of this year’s CXP Awards embody that commitment and set the standard for future-forward customer engagement.”

The judging panel for the CXP Best Customer Experience Awards 2024 featured a global lineup of CX thought leaders, including Anastasia Fokina, Arbie Pagdanganan, Faran Niaz, Henco Moller, K V Dipu, Katja Forbes, Kok Leong Yap, Maneesh Sah, Rohit Dadwal, Tom Voirol, Troy Barnes, and Weslee Trout.

Each nominee’s customer endorsements were meticulously analyzed to ensure the winners truly reflected excellence in customer experience.

The CXP Velocity Model, integral to the awards process, examined how brands address key CX factors:

  • Effort: Reducing friction in customer interactions.

  • Experience: Delivering memorable and seamless interactions.

  • Engagement: Building meaningful and reciprocal customer relationships.

  • Evangelism: Inspiring customers to advocate for the brand.

The CXP Best Customer Experience Awards serves not only as a recognition of achievement but also as a badge of honor that strengthens a brand’s positioning in the market. Winners gain a powerful branding tool to attract and retain customers, solidifying their status as leaders in customer-centric innovation.

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