Building competitive advantage through customer experience management in today’s multi-channel environment

Customer Experience Management Asia 2013

Customer Experience and Loyalty within Asian companies has recently become a much more urgent priority.  Asian service providers need to improve the level of service they offer their customers or risk losing them. Any organization can achieve nominal improvements to their customers’ experience, but it takes more than superficial changes to create long-term results and overall progression.

Digital and analytics are the new battlegrounds.  To Asian firms they represent a tremendous opportunity to lower costs, attract and retain customers and deepen relationships. Asian companies can no longer differentiate purely on price – they must be seen to be offering good customer service to. Companies who are not able to connect with their customer via the best channel for them, risk losing customers and becoming outdated in the market.

Customer Experience Management Asia 2013 provides a single platform to meet customer experience management practitioners from Asia-Pacific and across sectors like banking, Telecom, Utilities, Travel and Hospitality and more.. who will showcase strategies and address key issues related to managing customer experience in todays digitalized world.

Key Benefits of Attending Customer Experience Management Asia 2013 include:

  • Case studies on successfully implementing strategies to build a Customer-Centric Organization
  • Understanding steps to managing customer experience with low CAPEX in emerging markets in SEA
  • Strategies on lowering operational costs while increasing service levels in customer contact centres
  • Get a global perspective on managing social media to enhance customer experience with presentations from the U.S. Europe and Asia
  • In a crowded market place, explore updates on how to select and implement new CEM technologies maximizing your ROI

Key Topics: Addressing market issues that you want to hear about

  • How to build a 360⁰ framework to manage customer experience and create compelling experiences to enhance customer loyalty
  • Training and developing your staff to build a robust customer culture for delivering service quality throughout the organization
  • Delivering a consistent and branded customer experience across multiple customer touch points and channels
  • Optimizing resource allocation and measuring your ROI
  • Turning deep insight into targeted action by leveraging on data analytics and Big Data

Sponsors & Exhibitors
Media Partners

60% Cash Back for Singaporeans

The Productivity Innovation Credit (PIC) Scheme saves your organization 60% of the registration. Simply complete the 10 minute application and save over $1,000. For more information, visit:

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Knowledge Centre

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What our participants from the previous Customer Experience Management conference had to say about the event?

"I had some wonderful take aways. Extremely valuable." James Heath, Customer Experience Manager, AUSTRALIAN UNITY
"In today’s world, pure innovation, and the experiences you create for your Customers, may be your last avenues for competition. But engineering great Customer Experiences is no mean feat, and the tools and methods in this industry are constantly evolving. Events like this represent the best opportunity to learn from the direct experience of your peers, and indeed contribute in turn to a dynamic industry that changes and evolves as fast as business itself." Chris McDermott, Head of Customer Experience & Channel Strategy, KIWIBANK LIMITED (NEW ZEALAND)
“At CEM in Telecoms Asia, you will discover practical strategies for transforming your customer experience. Don’t miss out on networking and learning from CEM experts in the region.” Uddalak Chatterjee, Deputy General Manager – Customer Service, Bharti Airtel
“An unmissable opportunity to learn from proven CEM case studies from your telecoms peers. Come and hear how to improve your customer experience, drive loyalty and maximise your profits!” Mukul Agrawal, Director of Customer Experience Execution, Optus

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