CX Malaysia is driven by the vision of building a customer-centric nation, where businesses, leaders, and communities place customer experience (CX) at the heart of growth and transformation. By fostering collaboration across industries and championing best practices in customer engagement, CX Malaysia strives to elevate standards of service, innovation, and trust. This vision acts as a guiding force to shape Malaysia into a truly customer-first economy.
The purpose of CX Malaysia is to unite the wider CX community in the country—extending beyond Contact Centre Leaders to include experts and leaders from Corporate Strategy, Branding and Marketing, Information Technology, Human Resources, Business Transformation, Sales, and Customer Service. Strengthening CX creates a powerful cycle of growth: better customer experiences generate stronger revenue, which in turn fuels a more resilient economy, higher wages, and improved quality of life. More importantly, it drives a critical shift in mindset—from simply servicing accounts to building meaningful relationships, and from being inward-focused to embracing a customer-first perspective. Through this shift, Malaysia not only enhances its global competitiveness but also accelerates its journey towards becoming a developed economy.
To translate this vision into action, CX Malaysia serves as a practical platform that raises awareness of customer experience while connecting future opportunities in the field. Its mission is to align national CX standards with digital development goals and to establish a unified, common definition of CX in Malaysia. Key initiatives include the introduction of a National CX Index, the Annual Top 100 CX Companies listing, the Annual State of CX in Malaysia report, CX Roundtable sessions, a Digital CX Marketplace, CX Talent and Skills Development programs, and the highly anticipated CX Summit.
Looking ahead, CX Malaysia will continue to focus on equipping businesses and professionals with future-ready skills, ensuring they are prepared to deliver world-class customer experiences. At the same time, it seeks to raise CX standards nationwide and position Malaysia as the Centre of Excellence for CX in the ASEAN region.
