Contact Centre Association of Malaysia

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Contact Centre Association of Malaysia Contact Centre Association of Malaysia also known as PERTUBUHAN PERKHIDMATAN PELANGGAN MALAYSIA

Customer expectations are evolving faster than most CX teams can keep pace, and AI is quickly becoming the line between ...
18/09/2026

Customer expectations are evolving faster than most CX teams can keep pace, and AI is quickly becoming the line between service that scales and service that stalls. Join us for a conversation on where AI-powered CX is headed, and what that means for CX leaders across Malaysia.

Through localized examples and live product demonstrations, we'll show how AI Agents are already resolving complex requests, supporting customers across channels and voice conversations, and knowing when to hand off to human teams for the judgment and empathy only people bring.

Weโ€™ll also explore how Zendesk brings together AI, knowledge, data, workflows, and governance to create a connected service operation that learns and improves over time.

Walk away with practical approaches to increase automation, extend service coverage, sharpen resolution quality, and build a more efficient, future-ready customer experience.

Register Now @ https://us02web.zoom.us/webinar/register/WN_2GfyjX0DT9K60yJHkMqP0w

The future of CX isnโ€™t about AI alone. Itโ€™s about what happens when everything connects.AI is changing how businesses op...
17/09/2026

The future of CX isnโ€™t about AI alone. Itโ€™s about what happens when everything connects.

AI is changing how businesses operate. Data is changing how decisions are made. Technology is changing how customers interact with brands.

Technology may accelerate change. Intelligence determines where that change takes us.

That is the thinking behind CX Summit 2026: โ€œCX โ€“ Connected by Intelligence.โ€

This year, we look beyond the hype of AI and into the bigger picture.

How do we make technology work better for people?
How do we balance automation with human connection?
How do we turn data into decisions that improve experiences?

Because intelligence is not just about being faster or more automated.
It is about being more connected, more intentional and more human.

CX Summit 2026 brings together the people shaping what comes next in customer experience to explore the ideas, strategies and real-world transformations that happen when intelligence connects every part of the experience.

25 and 26 November 2026
Sunway Resort, Kuala Lumpur
CX - Connected by Intelligence

๐Ÿ‘‰ Register Now @ https://cxsummit.com.my/register

Today, we celebrate the unity in diversity that makes Malaysia special.May we continue to stand together with respect, u...
15/09/2026

Today, we celebrate the unity in diversity that makes Malaysia special.

May we continue to stand together with respect, understanding and a shared purpose, building a stronger Malaysia for all.

Selamat Menyambut Hari Malaysia!

What if three days could change the way you manage performance?Great contact centre performance starts with leaders who ...
07/09/2026

What if three days could change the way you manage performance?

Great contact centre performance starts with leaders who know how to turn people, data and processes into measurable results.

COPCยฎ High Performance Management Techniques (HPMT) Training gives managers, team leaders, and support functions the practical tools needed to improve performance, strengthen customer satisfaction, increase productivity, and deliver greater ROI.

What will you gain?
โœ”๏ธTurn operational data into better business decisions
โœ”๏ธIdentify the real causes of customer dissatisfaction
โœ”๏ธImprove service, quality, productivity, and efficiency
โœ”๏ธBuild measurable action plans that deliver results
โœ”๏ธApply proven COPCยฎ management techniques immediately

Date: 23โ€“25 September 2026
Time: 9.00 AMโ€“6.00 PM
Venue: AICB Centre of Excellence, Kuala Lumpur

Complete the programme, pass the final examination.
โญEarn the internationally recognised COPCยฎ Certified Professional Manager designation.

This is more than just another training programme. It is an opportunity to sharpen your leadership capabilities, strengthen your operations, and lead your contact centre towards higher performance.

Your seat for September is waiting, secure it today!

100% HRD Corp Claimable
๐Ÿ”— Register now: https://ccam.org.my/training-course-hpmt/
[email protected] / +6 (03) 9779 5599

Selamat Hari Kebangsaan & Hari Malaysia 2026This year, as we celebrate under the theme โ€œMalaysia MADANI: Kesejahteraan D...
29/08/2026

Selamat Hari Kebangsaan & Hari Malaysia 2026

This year, as we celebrate under the theme โ€œMalaysia MADANI: Kesejahteraan Dinikmati,โ€ we are reminded that the true measure of progress is not simply how far we advance, but how that progress translates into shared prosperity, stronger communities and better lives for all Malaysians.

To our members, partners, industry friends and the wider Malaysian community, may we continue to move forward with one purpose and one spirit:
Together, we connect.
Together, we grow.
Together, we build Malaysia.

Merdeka! Merdeka! Merdeka!

Salam Malaysia MADANI,
With pride and gratitude from all of us at CCAM.

๐ˆ๐ญ ๐ข๐ฌ ๐“๐ก๐ž 11๐ญ๐ก ๐ฒ๐ž๐š๐ซ ๐ฐ๐ž'๐ฏ๐ž ๐š๐ฌ๐ค๐ž๐ ๐Œ๐š๐ฅ๐š๐ฒ๐ฌ๐ข๐š ๐ญ๐ก๐ž ๐ฌ๐š๐ฆ๐ž ๐ช๐ฎ๐ž๐ฌ๐ญ๐ข๐จ๐ง: ๐ฐ๐ก๐š๐ญ'๐ฌ ๐š๐œ๐ญ๐ฎ๐š๐ฅ๐ฅ๐ฒ ๐œ๐ก๐š๐ง๐ ๐ข๐ง๐  ๐ข๐ง ๐‚๐—?At the 11th CX Summit, CX Mal...
26/08/2026

๐ˆ๐ญ ๐ข๐ฌ ๐“๐ก๐ž 11๐ญ๐ก ๐ฒ๐ž๐š๐ซ ๐ฐ๐ž'๐ฏ๐ž ๐š๐ฌ๐ค๐ž๐ ๐Œ๐š๐ฅ๐š๐ฒ๐ฌ๐ข๐š ๐ญ๐ก๐ž ๐ฌ๐š๐ฆ๐ž ๐ช๐ฎ๐ž๐ฌ๐ญ๐ข๐จ๐ง: ๐ฐ๐ก๐š๐ญ'๐ฌ ๐š๐œ๐ญ๐ฎ๐š๐ฅ๐ฅ๐ฒ ๐œ๐ก๐š๐ง๐ ๐ข๐ง๐  ๐ข๐ง ๐‚๐—?

At the 11th CX Summit, CX Malaysia will unveil the latest edition of โ€œ๐“๐ก๐ž ๐’๐ญ๐š๐ญ๐ž ๐จ๐Ÿ ๐‚๐— ๐ข๐ง ๐Œ๐š๐ฅ๐š๐ฒ๐ฌ๐ข๐šโ€, the country's national benchmark for understanding how organisations are performing, progressing and competing on customer experience.

The research examines 100 ๐œ๐จ๐ฆ๐ฉ๐š๐ง๐ข๐ž๐ฌ ๐š๐œ๐ซ๐จ๐ฌ๐ฌ 12 ๐ข๐ง๐๐ฎ๐ฌ๐ญ๐ซ๐ข๐ž๐ฌ, ๐ฆ๐ž๐š๐ฌ๐ฎ๐ซ๐ž๐ ๐š๐ ๐š๐ข๐ง๐ฌ๐ญ 60+ ๐ฉ๐š๐ซ๐š๐ฆ๐ž๐ญ๐ž๐ซ๐ฌ across four critical dimensions: Digital Experience, Service Experience, Brand Experience and Employee Experience.

In 2024, Malaysia's National CX Index stood at 3.61. In 2025, it rose to 3.78.

The question now is: what does the next chapter look like?

That's the value of an annual benchmark. Not simply knowing who's ahead but understanding the direction of travel.

Which industries are improving?
Where is CX maturity accelerating?
Where are the gaps still visible?
And as AI becomes increasingly embedded into the customer journey, what should Malaysian organisations be measuring next?

The State of CX in Malaysia 2026 will be delivered live at the CX Summit by our Research Partner Twimbit, bringing the latest evidence, benchmarks and insights to the leaders shaping the region's CX agenda.

If you want to understand where Malaysian CX stands today, and what the next benchmark for excellence looks like, this is where the conversation happens.

๐Ÿ“… 25โ€“26 November 2026
๐Ÿ“ Sunway Resort, Kuala Lumpur
CX: Connected by Intelligence

Early Bird pricing is now live.
๐Ÿ‘‰ Register now: https://cxsummit.com.my/

๐’๐š๐ฆ๐ž ๐ซ๐จ๐จ๐ฆ. ๐Œ๐จ๐ซ๐ž ๐ข๐ง๐๐ฎ๐ฌ๐ญ๐ซ๐ข๐ž๐ฌ. ๐€ ๐œ๐จ๐ง๐ฏ๐ž๐ซ๐ฌ๐š๐ญ๐ข๐จ๐ง ๐Œ๐š๐ฅ๐š๐ฒ๐ฌ๐ข๐š๐ง ๐‚๐— ๐ก๐š๐ฌ๐ง'๐ญ ๐ก๐š๐ ๐›๐ž๐Ÿ๐จ๐ซ๐ž! This yearโ€™s CX Summit is the 11th edition, an...
21/08/2026

๐’๐š๐ฆ๐ž ๐ซ๐จ๐จ๐ฆ. ๐Œ๐จ๐ซ๐ž ๐ข๐ง๐๐ฎ๐ฌ๐ญ๐ซ๐ข๐ž๐ฌ. ๐€ ๐œ๐จ๐ง๐ฏ๐ž๐ซ๐ฌ๐š๐ญ๐ข๐จ๐ง ๐Œ๐š๐ฅ๐š๐ฒ๐ฌ๐ข๐š๐ง ๐‚๐— ๐ก๐š๐ฌ๐ง'๐ญ ๐ก๐š๐ ๐›๐ž๐Ÿ๐จ๐ซ๐ž!

This yearโ€™s CX Summit is the 11th edition, and we are opening the room to more industries than ever before, beyond Traditional CX & Contact Centre Leaders.

Same shared framework across every session (Digital, Service, Brand, Employee Experience). Any industry you're in, you're benchmarking against a common yardstick, not a generic one.

Expect case studies rooted in Malaysia where real practitioners taking you behind the scenes of what worked, what didnโ€™t, and what made the difference in our market.

Early Bird is now open. It's the lowest price the Summit will be all year, and seats at this rate are capped.

"๐‚๐— โ€“ ๐‚๐จ๐ง๐ง๐ž๐œ๐ญ๐ž๐ ๐›๐ฒ ๐ˆ๐ง๐ญ๐ž๐ฅ๐ฅ๐ข๐ ๐ž๐ง๐œ๐ž"
25โ€“26 November, Sunway Resort, Kuala Lumpur.

๐Ÿ‘‰ Secure your seats now : https://cxsummit.com.my/

From โ€œI want to complainโ€ to โ€œThank you for helping me.โ€Complaints happen. What your team does next makes the difference...
19/08/2026

From โ€œI want to complainโ€ to โ€œThank you for helping me.โ€
Complaints happen. What your team does next makes the difference.

Join TACK TMI โ€“ A Complaint Is A Gift and learn how to turn difficult customer moments into
opportunities to rebuild trust and strengthen loyalty.

Registration is now open for:

Programme Details
Date: 30 September 2026
Time: 9.00 a.m. โ€“ 6.00 p.m.
Mode: In person - AICB Centre of Excellence, Kuala Lumpur

Who Can Attend?
- Customer Service Teams
- Contact Centres
- CX Professionals
- Operations Teams
- Team Leaders
- Relationship Managers
- Anyone who deals with customers

All programmes are 100% HRDC Claimable.
๐Ÿ”— Register Now @ https://ccam.org.my/complaint-is-a-gift/

For inquiries: [email protected] | +6(03) 9779 5599

Every organisation now has access to the same intelligence! But what separates the ones seeing real returns from the one...
19/08/2026

Every organisation now has access to the same intelligence!

But what separates the ones seeing real returns from the ones that only improved their dashboards?

๐‚๐จ๐ง๐ง๐ž๐œ๐ญ๐ข๐จ๐ง.
The 11th CX Summit is built on that answer!

๐‚๐— โ€“ ๐‚๐จ๐ง๐ง๐ž๐œ๐ญ๐ž๐ ๐›๐ฒ ๐ˆ๐ง๐ญ๐ž๐ฅ๐ฅ๐ข๐ ๐ž๐ง๐œ๐ž
Intelligence delivers when it is connected at four points. The handoff between automation and people. The data the system can see. The teams now supervising it. And the measures a board will fund.

Two days. Four connection points. The organisations getting this right, in one room.

To the 200+ organisations who joined us last year: you have twelve months of results now. That experience is the programme. Bring it.

Early Bird opens today and closes 16 September.
HRD Corp claimable. For most employers the fee is already funded, which makes two days in November the only real decision.

๐Ÿ“… 25 and 26 November 2026, Sunway Resort
๐ŸŽŸ๏ธ Early Bird opens today, closes 16 September
๐Ÿ’ผ HRD Corp claimable

Register Now: https://cxsummit.com.my/

TWO COPCยฎ PROGRAMMES. ONE POWERFUL SEPTEMBER.This September, join us onsite for two powerful COPCยฎ training programmes d...
05/08/2026

TWO COPCยฎ PROGRAMMES. ONE POWERFUL SEPTEMBER.

This September, join us onsite for two powerful COPCยฎ training programmes designed to strengthen customer experience and contact centre performance.

๐Ÿ”ท COPCยฎ Best Practices for Customer Experience Operations (BPCXO)
Date: 7โ€“11 September 2026
Time: 9.00amโ€“6.00pm
Venue: Grand Millennium Hotel Kuala Lumpur

Discover proven best practices for managing customer experience operations, improving performance and aligning your CX strategy with measurable business results.

๐Ÿ”ท COPCยฎ High Performance Management Techniques (HPMT)
Date: 23โ€“25 September 2026
Time: 9.00amโ€“6.00pm
Venue: AICB Centre of Excellence, Kuala Lumpur

Earn COPCยฎ Certified Professional Manager Designation and learn practical techniques to analyse performance, identify improvement opportunities and strengthen quality, productivity, service and customer satisfaction.

Both programmes will be conducted onsite, giving participants the opportunity to:
โœ”๏ธ Learn directly from experienced trainers
โœ”๏ธ Participate in interactive discussions and activities
โœ”๏ธ Exchange ideas with fellow industry professionals
โœ”๏ธ Gain practical knowledge that can be applied at work
โœ”๏ธ Build stronger CX and operational capabilities

Whether you are a CX professional, contact centre leader, operations manager or part of a performance improvement team, these programmes are for you and it's100% HRD Corp Claimable.

Bring your team and join us for an engaging face-to-face learning experience!

Register now:
BPCXO: https://lnkd.in/e9QdHbwA
HPMT: https://lnkd.in/g5ujTXXt

[email protected] / +6 (03) 9779 5599

Address

Unit H-09-03, Block H, Plaza Kelana Jaya, Jalan SS7/13A
Petaling Jaya
47301

Opening Hours

Monday 09:00 - 18:00
Tuesday 09:00 - 18:00
Wednesday 09:00 - 18:00
Thursday 09:00 - 18:00
Friday 09:00 - 18:00

Telephone

+60378745580

Website

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