The State of CX in Malaysia Research & Report is a groundbreaking initiative—the first of its kind in the world. Conducted in collaboration with Twimbit, this study was designed to raise the bar for customer experience (CX) in Malaysia. Surveying 100 leading companies across four key pillars, the research unveils Malaysia’s CX Index – a benchmark that sets the standard for excellence in customer experience. By introducing this index, we aim to inspire businesses across industries to embrace a more customer-centric approach, driving growth, trust, and long-term transformation.
The State of CX in Malaysia Research and Report
About The State of CX in Malaysia Research and Report
Malaysia's CX Score for 2024 - 3.61
How do we build towards exceptional CX?
Digital Experience
Service Experience
Brand Experience
Employee Experience
METHODOLOGY
Company Selection
Shortlisted 100 companies across 12 industries in Malaysia
Framework Design
Defined 60+ parameters across the four dimensions
Data Gathering
Collected data across multiple reliable sources
Parameter Rating
Ensured consistent rating methodology
Score Compilation
Aggregated individual parameter scores And Calculated scores for each dimension
Company Positioning
Placed companies on the CX mastery scale & Determined relative positioning
Industry Analysis
Benchmarked companies within industries Identified sector leaders and best practices
Index Creation
Calculated the national CX index and established industry benchmarks
