XM Knowledge Base
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.
CX Edge Singapore 2022 – Overview
Overview of Customer Experience Edge study in Singapore with key metrics
Download NowCX Edge Singapore 2022 – NPS® Ratings Data Snippet
NPS Ratings from Customer Experience Edge study in Singapore
CX Edge Singapore 2022 – Insights Report
Overall insights report consisting of data from the first Customer Experience Edge study in Singapore
Learn MoreCX Edge Thailand 2023 – Overview
Overview of Customer Experience Edge study in Thailand with key metrics
Download NowCX Edge Thailand 2023 –
NPS® Ratings Data Snippet
NPS Ratings from Customer Experience Edge study in Thailand
CX Edge Thailand 2023 – Insights Report
Overall insights report consisting of data from the first Customer Experience Edge study in Thailand
Learn MoreCX Edge Australia 2023 – Overview
Overview of Customer Experience Edge study in Thailand with key metrics
Download NowCX Edge Australia 2023 –
NPS® Ratings Data Snippet
NPS Ratings from Customer Experience Edge study in Australia
CX Edge Australia 2023 – Insights Report
Overall insights report consisting of data from the first Customer Experience Edge study in Australia
Learn MoreCX Edge Singapore 2023/24 – Insights Report
Overall insights report data from the second wave of Customer Experience Edge study in Singapore
Download NowCX Edge Singapore 2023/24 – Overview
Overview of Customer Experience Edge study in Singapore
EX Insights Report State of Employee Engagement in Singapore – 2023
Overall insights on Employee Experience in Singapore
Learn MoreFSI CX Benchmark 2024 – Insights Highlights Report
Highlights report on key themes in bank and insurance
customer experience in South East Asia
FSI CX Benchmark 2023 – Bank Insights Report
Overall insights report on bank customer experience in South East Asia
Learn More
CX Edge Malaysia 2024 – Insights Report
Overall insights report consisting of data from the first wave of Customer Experience Edge benchmark study in Malaysia
Learn More
CX Edge Thailand 2024 –Insights Report
Overall insights report consisting of data from the second wave of Customer Experience Edge study in Thailand
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
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