CX in Malaysia: A disruptor's perspective

Summary

Malaysia's customer experience landscape looks different depending on whether you're a mobile network challenger competing on data plans and digital service, or a home-grown food and beverage brand competing on taste, service, and loyalty. Chow Tuck Mun, Head of Yoodo—Malaysia's digital-first mobile brand—and RenYi Chin, Co-Founder of myBurgerLab, compare notes on what customer-centricity actually looks like from inside two very different disruptor businesses.

Grounded in ongoing research into the country's top customer experience companies, the two leaders cover how each business defines and measures success with customers, how they navigated the operational disruption of the COVID-19 pandemic across both retail and food service operations, and why employee experience has become inseparable from customer experience for both brands.

Both a telecom disruptor and a food and beverage challenger brand weigh in on where customer experience in Malaysia is headed next, and what rapidly changing consumer expectations mean for how they build lasting loyalty and differentiate against larger, more established competitors across their respective industries.

• Features perspectives from Yoodo, a digital-only mobile brand, and myBurgerLab, a Malaysian F&B disruptor
• Covers employee experience as a driver of customer loyalty

What can a mobile network challenger and a burger chain teach each other about winning on customer experience in Malaysia?