18 Business Shape the Future of Customer Experience

2 January 2025

KUALA LUMPUR: As customer experience (CX) drives competitive advantage and defines brand loyalty, the CXP Best Customer Experience Awards 2024 celebrates brands that have set the benchmark in creating innovative, meaningful, and human-centric engagements.

The awards reflect the dynamic evolution of customer experience, influenced by trends such as digital transformation, hyper-personalization, and the integration of customer values into brand strategy. The CXP Velocity Model – evaluating Effort, Experience, Engagement, and Evangelism – has been instrumental in identifying the outstanding achievements of brands in navigating these trends and delivering unparalleled CX.

This year, 18 exceptional brands were honoured for their ability to meet and exceed customer expectations, transforming customer interactions into deep, value-driven connections. These winners were selected from 82 companies that submitted insights into their CX initiatives over the past two years.

"The pandemic and rapid technological advancements have reshaped customer expectations and the way brands interact with their audiences," said Datuk William Ng, Managing Director of Business Media International, the organisation behind CXP Asia.

 "To thrive in this ever-evolving landscape, businesses must go beyond transactional relationships, focusing on emotional resonance and meaningful value creation. The winners of this year's CXP Awards embody that commitment and set the standard for future-forward customer engagement."

The judging panel for the CXP Best Customer Experience Awards 2024 featured a global lineup of CX thought leaders, including Anastasia Fokina, Arbie Pagdanganan, Faran Niaz, Henco Moller, K V Dipu, Katja Forbes, Kok Leong Yap, Maneesh Sah, Rohit Dadwal, Tom Voirol, Troy Barnes, and Weslee Trout.

Each nominee's customer endorsements were meticulously analysed to ensure the winners truly reflected excellence in customer experience.

The CXP Velocity Model, integral to the awards process, examined how brands address key CX factors: Effort in reducing friction in customer interactions. Experience in delivering memorable and seamless interactions. Engagement in building meaningful and reciprocal customer relationships and Evangelism, Inspiring customers to advocate for the brand.

The CXP Best Customer Experience Awards serves not only as a recognition of achievement but also as a badge of honor that strengthens a brand's positioning in the market. Winners gain a powerful branding tool to attract and retain customers, solidifying their status as leaders in customer-centric innovation

The 18 companies include BYD Sime Motors, Cocolife, CUCKOO International (Mal) Berhad, DHL Express Malaysia Sdn Bhd, Edaran Otomobil Nasional Berhad and Foodpanda Malaysia among others.