Trends Report

The Malaysia Customer Experience Index, 2021

How Brands Build Loyalty With The Quality Of Their Experiences

October 11th, 2021
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Harley Manning , Michelle Yaiser , Sukriti Dangi , Bill Nagel

Summary

How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Malaysia Customer Experience Index (CX Index™) report, we reveal the complete rankings of seven multichannel banking brands. We also unveil data about the effect that CX has on customer loyalty and the factors that drive CX quality. Customer experience professionals in Malaysia can use this report to inform their ongoing CX improvement efforts.

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