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Dear Reader,

In a bid to better know, engage, serve and delight modern consumers, customer experience (CX) has now emerged as one of the biggest areas of investments for organisations across Asia.

With Gartner predicting that by 2018 more than 50 per cent of organisations will implement significant business model changes in their efforts to improve CX, it’s important for the organisations shifting their focus to understand the changes affecting the market. Is your CX strategy optimised to cope with the biggest trends that will be affecting you in 2017? Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. Download your complimentary copy of the report today to find out.

In addition, we are pleased to announce that Asia’s most well-established  CEM Asia Summit  (12-13 September 2017, Marina Bay Sands Singapore) is back with a bigger, better and more exciting programme!

In its 5 th year now, this year’s theme is Rethink. Unify. Innovate. Deliver and will form the basis for discussions on how organisations can achieve true customer-centricity in the age of the customer.

 So, What’s In Store at the Event This Year?

• 8 focused streams  dedicated to Digital-Enabled CX, Brand Loyalty, Customer Journeys, Operational Excellence in Customer Service, Innovate CX, Channel Experiences, Customer Insights, Service Excellence means a 360 degree view on how your organisation can instil customer-centricity across all stakeholders and business units

• Look forward  to a select panel of 60+ distinguished speakers including Harley-Davidson Motor Company, Lazada Group, Grab, DBS Bank, Prudential Assurance, Mondelez International as they show you practical examples of how you can effect positive CX outcomes in your organisation

• Don’t miss the chance to find out how leading organisations are engaging their customers – be it through investing in the latest digital innovations, voice of customer programs, service excellence, social engagement and more

• Benchmark the success of your CX programs  with peers through our live polling sessions, interactive roundtable discussions, crowd-sourced Q&A - all focused on giving YOU a voice and optimised learnings at the event