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Creating real impact across industry, people and society

The Center for Experience Management aims to develop the XM discipline in Southeast Asia, build professional capabilities for XM locally, foster a community of XM professionals to further the category, and enable organisations to use experience as a key competitive differentiator.

Creating real impact across industry, people and society

Human experiences will improve and organisations thrive in Asia Pacific
through the increased capability of experience management

Experience Management

Experience Management is a nascent yet much needed capability in Singapore and many Asia Pacific countries.

Experience Management (XM) is holistic. It goes beyond a voice of customer program, or employee experience measurement. XM is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company.

The Center for Experience Management enables leadership in Experience Management through knowledge, skill building and best practice sharing.

The three key programs driven by the Center are:


Resource Library

We publish benchmark research on customer and employee experience, as well as practice benchmarks.

Overview of Customer Experience Edge study in Singapore with key metrics

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NPS Ratings from Customer Experience Edge study in Singapore
 

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Overall insights report consisting of data from the first Customer Experience Edge study in Singapore

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Overview of Customer Experience Edge study in Thailand with key metrics

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NPS Ratings from Customer Experience Edge study in Thailand
 

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Overall insights report consisting of data from the first Customer Experience Edge study in Thailand

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Overview of Customer Experience Edge study in Thailand with key metrics

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NPS Ratings from Customer Experience Edge study in Australia
 

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Overall insights report consisting of data from the first Customer Experience Edge study in Australia

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Overall insights report data from the second wave of Customer Experience Edge study in Singapore

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Overview of Customer Experience Edge study in Singapore
 

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Overall insights on Employee Experience in Singapore

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Highlights report on key themes in bank and insurance customer experience in South East Asia
 

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Overall insights report on bank customer experience in South East Asia


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About us


The Center for Experience Management is focused on advancing local and regional XM capabilities.

At a time when improving the experiences delivered to customers and employees is a pressing priority for organisations across Southeast Asia, XM enables them to listen, understand, and act on customer, employee, and market feedback at scale in real-time to make continuous improvements to the products, services, and programs delivered.

The Center for Experience Management aims to develop the XM discipline across Southeast Asia, build professional capabilities for XM locally, foster a community of XM professionals to further the category, and enable organisations to use experience as a key competitive differentiator.

Read more about this initiative here: SAP, Qualtrics, and the Singapore Economic Development Board commits S$14.1 million to establish Singapore as regional hub for Experience Management innovation – SAP Southeast Asia News Center

You can reach Center for Experience Management by emailing: lara.truelove@sap.com

Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.