TDCX Malaysia wins Frost & Sullivan Company of the Year Award
SINGAPORE, SINGAPORE — TDCX Malaysia, a subsidiary of the TDCX Group, has been honored with the Frost & Sullivan 2024 Malaysian Customer Experience Management Services Company of the Year Award.
This is the second time TDCX Malaysia has received this prestigious recognition, underscoring its outstanding growth strategy and significant customer impact.
Innovation drives success
The award highlights TDCX Malaysia’s dedication to visionary innovation and performance. Central to this achievement is the company’s Innovation Lab, which has been pivotal in developing proprietary tools and platforms.
These innovations enable TDCX to effectively analyze customer interactions and deliver customized solutions tailored to diverse client needs.
Byron Fernandez, Group Chief Information Officer and EVP, remarked on the shifting landscape of customer experience management from early 2023 through mid-2024.
“The start of 2023 through the first half of 2024 saw many shifts at TDCX Malaysia, as new customer priorities emerged,” Fernandez stated.
He noted that the emergence of new generative AI models prompted TDCX Malaysia to reassess its strategies and enhance service delivery through human-centric digital technologies.
Strategic growth through technological advancements
TDCX Malaysia’s strategic approach is characterized by a consultative, hands-on methodology via its consulting arm, TDCX AI. This strategy has been crucial in guiding businesses through their customer experience growth journeys.
The company’s agile mindset ensures it remains at the forefront of emerging trends, consistently delivering enhanced value to customers.
A standout innovation is Acuity, a proprietary analytics platform launched in 2022. Acuity offers real-time, actionable insights that help businesses optimize operations and improve customer experiences. This platform empowers TDCX to provide data-driven solutions that anticipate customer needs more effectively.
Strengthening client relationships
TDCX Malaysia’s efforts resulted in an 8% increase in client count in 2023, further solidifying relationships with existing clients.
Krishna Baidya, Senior Director of the ICT Practice at Frost & Sullivan Asia Pacific, praised TDCX Malaysia’s role in crafting bespoke solutions that seamlessly integrate into client workflows.
“TDCX is a high-quality, dependable business devoted to excellence in service delivery,” Baidya stated.
As TDCX Malaysia continues to innovate and expand its offerings, its leadership position in the customer experience management sector strengthens. Frost & Sullivan’s recognition underscores its unwavering commitment to delivering exceptional service and value to clients worldwide.
TDCX global impact and expertise
Headquartered in Singapore, TDCX provides transformative digital customer experience solutions for leading global brands across various sectors, including fintech, gaming, technology, travel and hospitality, digital advertising and social media, streaming, and e-commerce.
With a strong presence in Asia and beyond, TDCX is a trusted partner for high-growth companies looking to leverage the region’s potential. Employing over 17,800 people across 30 campuses globally, TDCX remains committed to positive outcomes for clients and communities alike.
The company landed the 18th spot in the OA500 2024, an objective index of the world’s top 500 outsourcing companies. This is a major improvement from the 2023 Time Doctor OA500, where the outsourcing company placed 31st.
It is also subscribed to the Outsource Accelerator (OA) Source Partner Program, a powerful tool that helps BPO firms with marketing, sales, and business intelligence.
