Unlocking the Future of Customer Connection: Turning AI Investment into Impact and Efficiency in a Cost-Conscious World

As Asia cements its position as a global hub for innovation and economic growth, the region’s customer contact functions are redefining how businesses engage with their customers. According to the 2025 industry report by CX Network, building contact centre capabilities is a top strategic aim for industry leaders this year; specifically:

• 70% across the region’s contact centres are planning to invest in AI tools through 3^rd party vendors

• 27% of them plan to enhance their customer and user experience across channels

• 24% are looking at enhancing data collection, utilisation and storage
• 10% are exploring a transition to a virtual – or hybrid contact centre model

This transformation presents a pivotal moment to elevate service delivery and customer experience to new heights. However, these opportunities come with significant challenges. Rising customer expectations, rapid digitalisation, and disruptive technologies like AI are pushing organisations to balance efficiency with personalisation while staying competitive in an experience-led economy.

Join the 16^th annual CCW Asia 2025 to collaborate with Asia’s top contact centre, customer service, and CX professionals, and gain actionable insights to transform engagement and deliver proactive, human-centred service. Discover insights from Asia’s leading visionaries, practitioners, and innovators while collaborating with your peers to deliver exceptional value through proactive service and human-centred excellence.