World-Renowned CX Guru Shep Hyken Returns to Kuala Lumpur for the 10th Annual CX Summit 2025

KUALA LUMPUR, Malaysia, Oct. 15, 2025 /PRNewswire/ --  The 10th Annual CX Summit Kuala Lumpur, organised by CX Malaysia and supported by Contact Centre Association of Malaysia (CCAM), will once again welcome Shep Hyken, global customer experience (CX) guru, on 11–12 November 2025 at the One World Hotel, Petaling Jaya. This marks his third appearance at Malaysia's premier CX event.

Shep Hyken, recognized worldwide as a leading voice in customer service and experience, has worked with global giants such as Amazon, FedEx, Marriott, and Deloitte. Author of eight best-selling books—including The Amazement Revolution, which appeared on both the New York Times and Wall Street Journal bestseller lists—Hyken has been a driving force in shaping how organizations worldwide build and sustain customer trust.

At CX Summit 2025, Hyken will share insights on Malaysia's CX progress, providing a global perspective on local achievements and opportunities. He will be joined by top CX leaders from prominent organizations including CIMB Bank, Maxis Berhad, RHB Bank, CelcomDigi, Philip Morris Malaysia, Pos Malaysia, Malaysia Aviation Group, and Bank Simpanan Nasional to name a few.

A Decade of Elevating CX in Malaysia

Now in its 10th year, CX Summit has become a benchmark event for CX excellence in Malaysia and the ASEAN region. Last year's summit saw the launch of the State of CX in Malaysia Research and Report, which revealed Malaysia's inaugural CX score of 3.61 – Proficient Level. This year, Manoj Menon, Founder and CEO of Twimbit, will unveil the 2025 findings and the nation's latest CX score.

Themed "Reimagining a New World", this year's summit will explore the evolving landscape of CX, where empowered consumers expect richer, more seamless experiences. From brand promises and digital platforms to frontline service and AI-driven transformation, every business decision today is ultimately a CX decision.

"Customer Experience is THE Business Strategy," said Vigneswaran Sivalingam, President of CCAM and Chairperson of CX Malaysia. "The CX of today is holistic—spanning brand, marketing, service, corporate, digital, and technology. It is also the ultimate objective driving transformation and AI adoption strategies."

He continues by saying, "The truth is simple. Competitors can copy your products, pricing, and marketing—but not how you make customers feel. Experience is the new battleground, and customer trust is the ultimate currency. Businesses that embrace this shift won't just serve customers; they will earn relationships that last a lifetime."

Innovation at the #DigitalCX Marketplace

In addition to thought leadership sessions, CX Summit 2025 will feature the #DigitalCX Marketplace—a showcase of the latest innovations in AI, cloud, CRM, omni-channel, and unified communications solutions. This year's showcase partners include Genesys, NTT Data, Radiant Communications, ITApps, Zoom Communications, Webex by Cisco, Zendesk, VLAN, Enghouse Interactive, Talkdesk, Nubitel, Freshworks, Logitech,  AtasCloud, Orlig, Sestek, Fanolabs, uni4AI and CoffeeBot, with more to be announced.

Shaping a Customer-Centric Nation

CX Summit 2025 is more than just a conference—it is a catalyst for shaping Malaysia into a truly customer-centric nation.

Event Details
Date: 11–12 November 2025
Venue: One World Hotel, Petaling Jaya, Kuala Lumpur

For registration and enquiries, please contact [email protected]

SOURCE Contact Centre Association of Malaysia (ccam)