Kuala Lumpur, Malaysia, 8 October 2024 – In a remarkable achievement, TDCX Malaysia, a prominent member of the TDCX Group and a leader in digital customer experience (CX) solutions, has been honored with Frost & Sullivan’s 2024 Malaysian Customer Experience Management Services Company of the Year Award. This recognition, awarded for the second time, underscores TDCX Malaysia’s unwavering commitment to elevating customer experiences across diverse sectors.
Excellence in Customer Experience
Frost & Sullivan’s Company of the Year Award recognizes organizations that excel in growth strategy and execution. TDCX Malaysia was selected after an in-depth assessment of best practices in two key areas: visionary innovation and customer impact. TDCX Malaysia’s Innovation Lab emerged as a pivotal contributor, enabling the company to analyze customer interactions, draw valuable insights, and craft bespoke solutions for a varied clientele.
“The start of 2023 through the first half of 2024 saw many shifts at TDCX Malaysia, as new customer priorities emerged, driven in part by the rise of new generative AI models. This has spurred us to look internally and re-strategize our CX game plan, including the development of human-centric digital technologies through our Innovation Lab to elevate our service delivery for clients worldwide,” remarked Mr. Byron Fernandez, Group Chief Information Officer and EVP.
Innovation in Action: TDCX’s Proprietary Platform, Acuity
One of the key drivers behind TDCX Malaysia’s recent success is its proprietary analytics platform, Acuity, launched in 2022. This platform offers real-time, actionable insights to optimize operations and elevate customer satisfaction. As a result, TDCX has been able to provide even greater value to its clients, leading to an 8% increase in client count in Malaysia during 2023.
“We are honored to receive this recognition from Frost & Sullivan, which we attribute to two key factors. First, our consultative, hands-on approach through our consulting arm, TDCX AI, has consistently guided businesses through their CX growth journey, and will continue to be our guiding principle in driving client relationships. Second, our agile mindset motivates us to continuously scan for emerging trends and deliver enhanced customer value. For instance, to help companies better anticipate customers’ needs, we have developed Acuity, our proprietary analytics platform, to provide deeper insights into customer interactions and enable data-driven decisions,” Mr. Fernandez added.
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A Commitment to Excellence
TDCX Malaysia’s approach involves engaging closely with clients to understand their unique challenges and design solutions that seamlessly integrate into existing processes. This approach is highlighted by Mr. Krishna Baidya, Senior Director of the ICT Practice, Asia Pacific, who said, “TDCX Malaysia plays a pivotal role in TDCX’s long-term success through its Innovation Lab in the country, serving as the hub for developing proprietary tools and platforms to analyze customer interactions, gain insights, and create tailored solutions for its diverse clients.”
About TDCX
Singapore-based TDCX delivers transformative digital CX solutions for leading global and disruptive brands. By leveraging technology, human expertise, and a global presence, TDCX helps clients achieve their customer experience goals. Its services span industries such as fintech, technology, digital advertising, and more. TDCX Malaysia’s Innovation Lab plays a vital role in maintaining the company’s edge, contributing significantly to its recognition by Frost & Sullivan.
