KUALA LUMPUR, Malaysia, Nov. 14, 2024 /PRNewswire/ -- The Contact Centre Association of Malaysia (CCAM) today proudly launched CX Malaysia, a chapter dedicated at elevating customer experience (CX) standards in Malaysia which would provide a critical platform for CX industry players to collaborate, share insights, and drive forward the standards of customer experience and engagement across the country.
The CX Malaysia was launched by Datuk Ts. Fadzli Abdul Wahit, Senior Vice President / Head of Division, Digital Transformation of Malaysia Digital Economy Corporation (MDEC), during the official opening of CX Summit organised by CCAM where more than 500 participants from the industry gathered to exchange knowledge and strategies on enhancing customer experience.
Vigneswaran Sivalingam, CCAM President said the CX Malaysia chapter would support businesses across industries in recognising and implementing best practices to ensure exceptional customer experiences.
He said, "To establish a clear benchmark for the industry, CX Malaysia would soon publish the "The State of CX in Malaysia" Report – a comprehensive, data-driven assessment of the current situation of CX in Malaysia. This report would establish a baseline for CX standards and enable organisations to measure and improve their CX efforts systematically."
The Report was prepared in collaboration with Twimbit, a renowed research and advisory firm and supported by MDEC, and it would introduce an innovative rating system to evaluate companies based on their CX performance.
Businesses are assessed and awarded CX Stars according to their proficiency in four essential areas:
1. Digital Experience
Companies would be evaluated on their ability to provide personalised, innovative, and secure digital experiences. Specific metrics include, personalization and innovation; mobile app experience and engagement; self-service capabilities, as well as security and privacy.
2. Service Experience
This area focuses on customer support quality, availability, and ease of access, emphasizing omnichannel and self-service options; support availability and ease of access; contact centre innovation, as well as resolution and satisfaction rates.
3. Brand Experience
A company's commitment to CX as part of its brand promise would be evaluated on CX integration with brand promise; seamless digital and support strategy; consistency in messaging and experience, as well as innovation strategy and social media engagement.
4. Employee Experience
Understanding that employee engagement is key to delivering outstanding CX, evaluations would include learning and development programmes on CX; tools and processes that empower employees, as well as CX-driven innovation and company culture.
Through this structured approach, CX Malaysia would empower businesses with actionable insights and foster an environment where companies are recognized and rewarded for their commitment to excellent customer experiences.
Vigneswaran added, "The launch of CX Malaysia signifies a pivotal step in creating a cohesive CX ecosystem in Malaysia. By setting a standard for evaluation and providing a platform for industry collaboration, CCAM aims to catalyse continuous improvement in CX strategies across sectors.
"We have set forth a clear three-year roadmap for this initiative, with the vision of making CX Stars synonymous with CX excellence. We invite all players in the CX industry to join, engage, and collaborate with us in this programme and together, we would elevate customer satisfaction and position Malaysia as a competitive leader in customer experience excellence," he concluded.
The two-day CX Summit brought together a lineup of esteemed international and local speakers, renowned for their expertise in customer experience. Among them were Ron Kaufman, the world's leading customer service keynote speaker, New York Times bestselling author, and founder of UP! Your Service; Shep Hyken, NYT best-selling author and Chief Amazement Officer at Shepard Presentations LLC; Scott Friedman, Chief Celebration Officer at Friedman & Associates; Manoj Menon, founder and CEO of Twimbit; and Simon Kriss, Chief Innovation Officer at the CX Innovation Institute.
The Summit also featured prominent local experts in the field of customer satisfaction and experience from various companies including DHL, Pos Malaysia, RHB Bank, CIMB Group, Lazada Group, Malaysia Aviation Group, Maxis Berhad, Telekom Malaysia, amongst others. These thought leaders shared invaluable insights, strategies, and innovations, setting a high benchmark for the future of customer experience in Malaysia and beyond.
About Contact Centre Association Malaysia (CCAM)
Contact Centre Association Malaysia (CCAM) is the premier industry association representing contact centre professionals and organisations in Malaysia. CCAM is dedicated to promoting excellence, best practices, and innovation in the contact centre industry through knowledge sharing, networking events, and educational programmes.
About the Malaysia Digital Economy Corporation (MDEC)
Malaysia Digital Economy Corporation (MDEC), a government agency under the purview of the Ministry of Digital, was established in 1996 to lead Malaysia's digital economy. Beginning with the implementation of the MSC Malaysia initiative, we have since then catalysed digital transformation and growth all over the nation. By offering greater incentives and governance for growth and re-investment, we aspire to bolster Malaysia's status as the digital hub of ASEAN, opening new doors and driving shared prosperity for all Malaysians.
For more information about CCAM and its initiatives, please visit www.ccam.org.my.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
CX MALAYSIA DEBUTS TO REVOLUTIONISE CUSTOMER EXPERIENCE IN MALAYSIA
SYDNEY, Nov. 14, 2024 /PRNewswire/ -- Vantage Markets (or "Vantage"), an award-winning multi-asset broker, has once again solidified its reputation for excellence, outperforming competitors across multiple key categories in Investing.com's latest brokerage test.
Investing.com, one of the world's leading financial publishers, provides real-time financial news, analysis, and data, serving over 60 million monthly users across global markets. Its brokerage tests are highly regarded in the industry, offering comprehensive insights into broker performance based on rigorous evaluation criteria.
In this latest assessment, the test evaluated multiple key metrics, including leverage, spread value, spread stability, no-slippage rate, market depth, large order cost, and swap competitiveness, conducted during one of the most volatile periods – the U.S. elections—with test data focused on the product movement of Gold (XAUUSD).
Leverage
Vantage excelled in providing flexible, highly competitive leverage of up to 1:2000 (in selected regions), granting traders access to powerful financial instruments with a range of options tailored to their trading needs. This balance of flexibility and control is essential to Vantage's philosophy of empowering traders with tools that support intelligent risk management.
Spread Value and Spread Stability
Based on ECN account data, the test highlighted Vantage's exceptionally low spread values at 9.1 as compared to other brokers, offering traders cost-effective access to the markets. Furthermore, spread stability consistently held within a range of 8-9 points, a critical factor during market turbulence. This stability reflects Vantage's robust infrastructure and dedication to providing reliable trading conditions regardless of market fluctuations.
No-Slippage Rate
Vantage demonstrated an unmatched 79% no-slippage execution rate on STP accounts, showcasing its ability to minimise the disparity between requested and executed prices. By reducing unexpected deviations, Vantage ensures that traders' strategies remain intact without unexpected deviations, enhancing trust and transparency in trade execution.
Market Depth
In a rigorous test of order placements during high-volatility news events, Vantage exhibited unparalleled market depth, handling large lot sizes with minimal slippage. This level of market depth and stability reflects the strength of Vantage's liquidity network, providing traders with a seamless experience even during peak market activity.
Large Order Cost
During the high-volatility US Election period, Vantage excelled with a larger order cost of -26.6, offering competitive pricing and minimising trading expenses for large transactions. This is at the back of Vantage's commitment to ensure that traders enjoy cost-efficiency even in dynamic and fast-moving markets.
Swap Competitiveness
Vantage continues to deliver value with industry-leading swap rates, offering -30.8 for long positions and 22 for short positions. Known for offering some of the industry's best swap rates, Vantage ranks highly with advantageous rates on both sides of the market, providing traders added value, especially for long-term positions.
The recognition by Investing.com is a true testament to Vantage's drive for excellence and reinforces its position as a leader in the global trading landscape. For traders across the world, these results are not only a reflection of Vantage's superior trading conditions but also a promise of its unwavering commitment to fostering a high-performance trading environment.
Jack Kelly, Head of Sales, Vantage Australia said, "Here at Vantage Australia, we're thrilled to see our dedication to delivering a high-quality trading experience recognised in Investing.com's latest rankings. This achievement highlights the passion and precision we bring to our work every day. As we look ahead, we remain focused on refining our offerings and ensuring our traders have the best tools and support to navigate the markets with confidence."
For more information, visit Investing.com.
About Vantage
Vantage Markets (or Vantage) is a multi-asset broker offering clients access to a nimble and powerful service for trading Forex and Contracts for Difference (CFDs) products on, Commodities, Indices, Shares, ETFs, and Bonds.
With over 15 years of market experience, Vantage transcends the role of broker, providing a trusted trading ecosystem, an award-winning mobile trading app, and a user-friendly trading platform that empowers clients to seize trading opportunities. Download the Vantage App on App Store or Google Play.
trade smarter @vantage
Vantage Global Prime Pty Ltd (ACN 157 768 566) ("Vantage"), located at 12/15 Castlereagh Street, Sydney, NSW, Australia, 2000, and is authorised and regulated by the Australian Securities & Investments Commission (ASIC) AFSL no. 428901.
Trading derivatives carries significant risks. It is not suitable for all investors and if you are a professional client, you could lose substantially more than your initial investment. When acquiring our derivative products, you have no entitlement, right or obligation to the underlying financial assets. Past performance is no indication of future performance and tax laws are subject to change. The information on this website is general in nature and doesn't take into account your personal objectives, financial circumstances, or needs. Accordingly, before acting on the advice, you should consider whether the advice is suitable for you having regard to your objectives, financial situation and needs. We encourage you to seek independent advice if necessary.
You should consider whether you're part of our target market by reviewing our Target Market Determination (TMD), reading our Product Disclosure Statement (PDS), and other legal documents to ensure you fully understand the risks before you make any trading decisions. We encourage you to seek independent advice if necessary.
** The press release content is from PR Newswire. Bastille Post is not involved in its creation. **
Vantage Markets Named Leading Broker in Investing.com's Latest Rankings for 2024 during the US Election Period
