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2025 CX Trends Report for Asia-Pacific

Download our report to learn about the trends reshaping CX!

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Missed the XI Forum Sydney 2025?

Get the key takeaways from the CX event of the year.

 
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Missed the XI Forum Sydney 2025?

Get the key takeaways from the CX event of the year.

APAC

ASICS

Launching and Scaling a Global CX Program, One Internal Champion at a Time

The experience challenges for this brand might sound familiar to other retailers—ASICS has hundreds of stores across different regions, different legal requirements, and different languages, systems, stakeholders, and KPIs.

To streamline some of these challenges, the ASICS team tried to step into the shoes of their key stakeholders—they spoke to stakeholder pain points, and they addressed these early, clearly, and frequently.

With direct contact to their frontline teams, response volume would see a 40% month-on-month lift with a corresponding increase of +19% of direct CX sales.

Aesop

From Program Design to Expansion: A Cross-Regional Approach to Customer Experience

Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.

Compare the Market

Compare the Market

Compare the Market’s General Manager of Product, Customer Experience and Innovation, Nell Bond said, “Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with InMoment, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.”

Foxtel

Foxtel

Foxtel Client Story

With so many competitors in the subscription television space, it’s crucial for the Foxtel brand to deliver excellent experiences to customers at every opportunity.

But because Foxtel’s technicians are independent contractors, seeing customer experiences as their own responsibility was a challenge—and it became difficult for Foxtel to ensure great experiences were taking place at every home visit. That’s why Foxtel partnered with InMoment.

Read the full case study to learn how Foxtel reframed their CX program to better understand their customer needs, increase employee performance, and drive deeper customer satisfaction.

Downer

How to Align CX + EX For Organisational Success

Downer NZ has historically focused on understanding their B2B customer experiences (VoC), while at the same time also understanding their employee experience (VoE)— however, the two programs were not linked until recently.

Downer NZ realised that the two programs have more power for insights and shifting experiences if they linked and evolved them together through a modern integration of both customer and employee experience improvement.

Bank of New Zealand

When faced with a challenge, Bank of New Zealand (BNZ) used InMoment’s Platform to solve a tricky problem— getting around the existing survey fatigue rules to leverage its customer experience database.

The results? Avoiding extra engineer work and a 10% uplift in customer feedback!

New Zealand Post Uses Real-Time Intelligence to Take Action on Customer Feedback

Before launching an experience programme, the business had limited visibility on the kinds of delivery experiences it provided, and the impact on customer satisfaction. While NZ Post could see courier performance metrics like scanning and on-time delivery, the business couldn’t see the quality of those deliveries.

Learn how this New Zealand retailer:

  • Saw customer NPS improve by 57 points 
  • Reached a 56 percent improvement in ease of customers receiving parcels
  • Achieved an 89 percent improvement in following delivery instructions

A Behind-the-Scenes Look at Medibank’s Award-Winning CX Transformation

Medibank customer experience program

Medibank took home the Best CX Transformation Award in 2018 after the business saw record brand and service NPS, reduced customer complaints, and improved market share. Now, Medibank is giving you a behind-the-scenes look at how they achieved transformation.

Download the case study to learn how to:

  • Empower your business with real-time feedback
  • Align your entire company around the moments that matter across the customer journey
  • Overhaul your culture toward customer obsession
  • And more!
Suncorp

Suncorp

Shortlisted for the 2023 Best CX Transformation at the CX Awards

Bank of Queensland

Bank of Queensland

Bank of Queensland was shortlisted for the 2023 Best CX Transformation award.

Commonwealth Superannuation Corporation (CSC)

Aussie super company, Commonwealth Superannuation Corporation (CSC) describes what it takes to rebrand and re-launch a legacy VoC program.

Download now to learn how to challenge outdated ways of thinking, re-start with a fresh set of CX principles, and successfully socialise the program across the business.

Craveable Brands

The Craveable Brands Journey Toward a Company-Wide Shift to Customer Centricity

Craveable Brands (Craveables) is made up of separate brands (Oporto, Chicken Treat, and Red Rooster), as well as 400+ franchise partners. This means there are a lot of opinions that feed into customers and their experiences, and a lot of stakeholders interpreting data in different ways.

The Craveable Brands VoC program softens the many different voices and gives the business an opportunity to hear from those that matter the most—the customer.

When Craveables launched its VoC program, it knew it would result in a major cultural shift. Because, even though the team knew customer feedback was important, the legacy actions and historic focuses taught stakeholders to avoid feedback. Believe it or not, prior to the launch of the VoC program, Craveables measured complaints per 10k customers—which taught everyone to avoid customer feedback at all costs.

After the VoC launch, Craveables has progressed with its goals. The brand was even able to launch a VoFP (Voice of Franchise Partner) to collect feedback from another valuable voice. Since launch, the brand has seen a response rate +60% and some obvious (and not so obvious insights).

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