CX in Asia is facing a critical paradox: Consumers demand instant, hyper-personalised intimacy, while businesses rush to scale with AI
The Future of CX in Asia 2025: Report Highlights reveals a region in transition — with growing emphasis on digital self-service, AI adoption, and agent augmentation, alongside persistent gaps between customer expectations and actual experiences.
Based on surveys of 120 CX leaders and 1,400 consumers across seven Asian markets — Singapore, Thailand, Malaysia, Indonesia, the Philippines, Hong Kong, and Taiwan — the research uncovers how CX strategies are changing and where execution is falling short.
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