Category: Category 4
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Customer experience (CX) in Malaysia is entering a decisive decade. Digital adoption has accelerated across banking, telco, healthcare, retail, and government services; expectations are now shaped by the best experience a customer has anywhere, not just within an industry. To compete, Malaysian organizations must move beyond ad-hoc service fixes and build CX as a disciplined…
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As Malaysia’s contact center industry matures, the next frontier of competitiveness lies in sustainability—not just environmental, but operational and human sustainability. With over 60,000 Malaysians employed across customer service, BPO, and CX hubs, this sector plays a vital role in both economic growth and employment resilience. Yet high turnover, rising energy costs, and evolving ESG…