KUALA LUMPUR, Aug 28 (Bernama) — Commerce Access Sdn Bhd (CASB), a trusted CX enabler, took centre stage as forum partner at “Let’s Talk CX – The Future of Intelligent Customer Engagement,” hosted by a leading public utility company. The forum convened more than 100 customer experience professionals and brought together global and national leaders including DHL Express, Malaysia Aviation Group (MAG), and Tenaga Nasional Berhad (TNB), guided by the strategic expertise of the Contact Centre Association of Malaysia (CCAM).
By uniting diverse industries under one platform, CASB enabled participants to exchange best practices and explore how people empowerment, streamlined processes and advanced technologies such as AI, analytics and omnichannel platforms are reshaping customer engagement. Insights from DHL Express, MAG and TNB connected Malaysia’s service landscape to international best practices, demonstrating how proven strategies from high-demand industries can be adapted to strengthen customer experience across sectors, including public services.
