Insider and PwC Malaysia Ignite CX innovation for Malaysian Brands

KUALA LUMPUR, 2 May 2024 – Over 20 C-suite executives and marketing leaders from Malaysia’s top FMCG and retail brands gathered at the Growth Hacks Series: ‘CX as a Verb’ event, co-hosted by Insider and PwC Malaysia. The exclusive event, held at the Aurum Theatre, explored the latest trends and practical strategies for transforming customer experience (CX) in the digital age.

What is the Growth Hacks Series by Insider?

The Growth Hacks Series is a unique event designed to equip marketing and business leaders with the cutting-edge strategies and practical tactics needed to achieve exponential growth. Each event tackles a specific theme within the growth hacking landscape, bringing together industry experts, thought leaders, and successful practitioners for an in-depth exploration of the topic at hand. These intimate and exclusive vertical-focused roundtables aim to bring together industry professionals face-to-face to discuss important themes and build meaningful connections.

Unlocking CX Excellence with Lessons from Industry Experts at L'Oreal and 6ixty8ight

The event featured keynote presentations from renowned industry figures at well-known brands, L’Oreal and 6ixty8ight. 

Dr. Krishna Feron, Chief Data Analytics Officer at L'Oreal, delivered a thought-provoking address on leveraging data analytics and AI to personalise customer journeys and drive brand loyalty. "Data analytics finds use cases in generating personalised content at the right time and place, but also to improve the whole Beauty experience including product use, virtual try on, personalised beauty advice as well as sustainability and inclusion. Elevating the beauty experience with Beauty Tech is essential to provide an unrivaled consumer experience."

Paulino Moreno, Regional Managing Director, APAC at 6ixty8ight, offered practical insights on how leading brands are utilising marketing automation and innovative messaging channels to optimise customer engagement. “Data is the lifeblood of successful CX in Malaysia. By harnessing the power of marketing automation and advanced analytics, brands can gain deeper customer insights and tailor their messaging strategies to drive higher engagement and loyalty."

Attendees Engage with Cutting-Edge Strategies

The focus of this event was on the three C’s of CX: Connectivity, Commerce, and Communication, and was centered around introducing marketers to Insider's advanced MarTech solution, showcasing its capabilities in customer data platform (CDP), personalization, and journey orchestration. Attendees learned about implementing Insider effectively to meet core functionality requirements. Additionally, the event highlighted the collaboration between Insider and PwC, focusing on leveraging their combined expertise in campaign analytics transformation and insights from global CX leaders.

Beyond the keynote speeches, the Growth Hacks Series: CX as a Verb featured interactive design-thinking roundtable discussions and networking opportunities attended by some of Malaysia’s top brands.

Attendees gained actionable insights on topics such as:

• Building a customer-centric data strategy
• Implementing AI-powered solutions for personalised experiences
• Using marketing automation to streamline customer journeys
• Optimising communication channels for better engagement
• Measuring and optimising CX efforts for measurable results

Insider was delighted to welcome a diverse mixture of professionals from the CX space, each bringing their unique perspectives and expertise. Among them were C-Suite Executives, including CEOs, CMOs, and COOs, responsible for steering their companies toward success with strategic vision and leadership. Also present were Marketing Directors and Customer Experience VPs looking to learn more about driving innovation and excellence within their teams. The event also welcomed marketing and CX managers looking for expert guidance on crafting seamless customer journeys.

By bringing together individuals from these different roles, the event aimed to provide valuable insights and practical strategies that resonated across various levels of organizational hierarchy to ensure mutual learning.

Insider Empowers Malaysian Brands for CX Success

"At Insider, we are committed to equipping businesses in Malaysia with the tools and strategies they need to excel in today's competitive landscape," said Orkan Akcan, Executive Vice President, APAC at Insider. “The Malaysian market is at a CX crossroads. Customers crave experiences, not just products. Brands that prioritise CX will not only survive, they’ll thrive. By fostering collaboration and equipping businesses with the right tools, we’re empowering Malaysian brands to rewrite the rules of engagement and build lasting loyalty in a competitive digital age.”

PwC Malaysia's Commitment to Innovation

Ong Khai Chiat (KC), Data and Analytics Partner at PwC Malaysia added, “A critical challenge for retailers is recognising where to prioritise their efforts amid the sheer proliferation of digital channels. Leveraging the power of technology and analytics to enhance digital engagement, backed by trusted data and near real-time results helps industry leaders deliver a differentiated customer experience. I'm excited about the discussions we're fostering through this event in collaboration with Insider, bringing together industry leaders to drive customer experience excellence.”

ENDS