In today’s digital age, customer experience has a key role to play in building brand loyalty and trust.

Companies are rapidly adopting AI-driven solutions, particularly Generative AI, to enhance both customer and employee experiences. In Malaysia, 77% of organisations are evaluating chatbots for customers and 23% are looking to infuse chatbots with GenAI capabilities. AI also has immense potential to transform employee workflows, freeing them up for higher-value tasks.

Yet, integrating AI into CX is a delicate balancing act. AI is often perceived as impersonal, lacking the human touch that can foster genuine connections and empathy in CX.

According to Ecosystm research in Malaysia:

• 68% of organisations prioritise customer self-service to enhance CX and reduce employee workload.
• 61% are assessing how data from self-service platforms can reveal insights about customers to deliver personalised CX.
• Yet, 63% express concern about seamlessly transitioning to a human when AI fails to address customer queries or issues.

We invite you to join your industry peers for an invitation-only discussion on:

• The impact of emerging technologies on redefining CX models.
• Key pain points in meeting customer demands and practical solutions to mitigating them.
• Harnessing the power of unified CX, communications, collaboration, and employee solutions on one single platform.
• Best practices for leveraging customer intelligence to help drive efficiency and increase profitability.