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Santhakumaran Atmalingam ACXS

Founder at CX Expert Asia

Kuala Lumpur, Malaysia

Back in 2008, customer experience pioneer and International Customer Experience Consultant A. Santhakumaran, recognised that the paradigm shifts in the digital era were leaving the experience disjointed for the customer. CX Expert Asia was conceived and since its inception, it has become renowned for its dedication to the customer agenda. It has led the way in creating value by transforming customer journeys into compelling and commercial experiences, bringing many companies closer to their customers and improving results.

CX Expert Asia is typically engaged in national and international Customer Experience improvement and transformation programmes, receiving endorsements for creativity, insight and fresh thinking. Our proprietary journey mapping solution helps to bring the customer to life, showing immediate pain points in real-time and identifying where future intervention will offer the highest value. It can transform your customers’ behaviour into your biggest asset.

It’s critical to understand the implications of not becoming customer centric and the direct impact this is likely to have on future growth and efficiency strategies. The future arrives faster than we think…. Customer Experience is the way forward to future-proof your business.

It’s incredible to know that CX Expert Asia is going to be the No.1 success factor for any business in the future and yet not many realise it. That’s why we need to educate ourselves to get better every day to future-proof our business. The secret doesn’t play with your customer’s feelings. It can lead to disaster.

Gone are the days that we’ve been talking about Customer Satisfaction Index. A satisfied customer may not necessarily have a good feeling about your company or brand. As statistic shows, 80% of customers will choose to walk away from you quietly instead of letting you know why they decided to leave. CX Expert Asia is about finding that reason why are they moving and correcting it so that they stay with you.

Available For: Advising, Consulting, Influencing, Speaking
Travels From: Kuala Lumpur
Speaking Topics: Customer Experience Transformation - People, Process and Technology

Santhakumaran Atmalingam ACXS Points
Academic 70
Author 145
Influencer 66
Speaker 18
Entrepreneur 73
Total 372

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Business Unit: Consulting
Theatre: Asia
Media Experience: 20 years
Last Media Training: 10/04/2021
Last Media Interview: 10/13/2021

Areas of Expertise

Business Continuity
Business Strategy 30.81
Change Management
CRM
Culture 30.14
Customer Experience 44.72
Customer Loyalty 51.12
Design Thinking 54.09
Digital Disruption
Digital Transformation
Entrepreneurship
Future of Work
HR
Innovation
Leadership
Management
Marketing 31.13
Open Innovation
Public Relations
Sales 31.86
Social 30.35

Industry Experience

Automotive
Consumer Products
Federal & Public Sector
Financial Services & Banking
Healthcare
Higher Education & Research
Hospitality
Insurance
Media
Oil & Gas
Professional Services
Retail
Telecommunications
Travel & Transportation

Publications

1 Academic Certification
Accredited Customer Experience Specialist
ACXS UK
July 10, 2020
A new customer experience training and certification program designed specifically for customer experience professionals who need powerfully simple and immediately impactful tools, techniques, frameworks and mindsets that when applied will radically improve the experience that their company delivers to their customers, gaining a lasting advantage in their industry. Now available online, on demand, on your terms

Credential ID 000055

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Advisory Board Membership
Petrochem Safety (M) Sdn Bhd
Founded on
December 02, 2005
Petrochem Safety (M) Sdn Bhd incorporated in 2nd December 2005 and is the official flame resistant garment manufacturer for Westex by Milliken in Asia.

Our focus is on providing exceptional service with quality products and competitive pricing. We function with the highest level of integrity and we never compromise on safety. We are continuously improving our garments through research and development. We always strive to educate ourselves and our customers on the relevant changes in the industry.

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Tags: Business Strategy, Customer Experience, Marketing

1 eBook
The Six Disciplines of Customer Experience Transformation
CX Expert Asia
March 04, 2020
To improve the customer experience, first must understand the customer’s end-to-end journey. This Masterclass will show you how to get into the hearts, minds and emotions of your customers. We can show you how to deconstruct the entire journey from your customer’s point of view. Once you understand their current journey, you can provide the experience your customer expects.

It creates significant improvements in customer experience and customer satisfaction by combining some of Emotional Innovation, Process Innovation, and Functional Innovation - into an integrated model of people, process, and product and service improvement.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Executive Director
Atmalink CT Sdn Bhd
Atmalink CT Sdn Bhd
February 05, 2008
AtmalinkCT Sdn Bhd is a leading customer experience training and consulting firm, based in Kuala Lumpur Malaysia. Atmalink is on a mission to transform Asia into a customer-centric continent.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Faculty Member
Accredited CPD Trainer by The CPD Group
The CPD Group
January 17, 2022

CPD Trainer – verifies your credibility as an individual and demonstrates that you have all the credentials to deliver excellent CPD learning. Build trust with your learners and instil confidence in their minds that the training they will receive from you reaches the highest CPD standards.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Founder
CX Expert Asia
CX Expert Asia
February 05, 2008
Founded by A.Santhakumaran ACXS, a Global CX Expert and backed by the vision to create a strong community of CX pros to drive more valuable customer experiences.

The goal of CX Expert Asia Community:

To create a platform for Customer Experience experts and community to share latest updates, knowledge, skills and engage in impactful discussions.
To provide networking opportunities for like-minded individuals to connect and explore new opportunities together.
CX Expert Asia community page will be a space to get empowered and learn - everyone is welcome here!

Check-in regularly to keep up with fresh contents, tools, and upcoming events. Feel free to bounce your questions and ideas off members in the community, and there's always room for sharing and insightful conversations.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Industry Awards
CX Excellence Award
CX Network Asia
November 23, 2021
CX Expert Asia won the Silver Award for Best CX Vendor Category

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Tags: Customer Experience

Judge for Customer-Centricity World Series
Arcet Global
January 07, 2021
Customer Centricity World Series, a celebration of some of the most Customer Centric Organisations from around the world. Featuring award winners from both our Regional Awards – The European Customer Centricity Awards and the North American Customer Centricity Awards.

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Tags: Customer Experience

3 Influencer Awards
Team Captain and Overall Champion in Customer Experience World Games 2022
Customer Experience World Games
July 04, 2022
CX Team Hercules, led by captain Santhakumaran Atmalingam ACXS of CX Expert Asia, emerged as the Overall Winner of the 3rd Customer Experience World Games 2022, which concluded on Monday, July 4, 2022.

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Tags: Customer Loyalty

222 TOP influencers you need to follow for 2022
Engati
December 15, 2021
222 TOP influencers who nailed it in 2021 and should be in your “to follow” list of 2022! These influencers have excelled in their fields and have been an inspiration to all of us. Their experience and insights are unbeatable!

These 222 influencers can rightly be called "Influencer of the year 2021"!

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Tags: Customer Experience

North American Customer Centricity Awards
Arcet Global
October 27, 2021
North American Customer Centricity Awards, one of the largest virtual Customer Experience knowledge sharing events in North America. 2 days of celebration packed with business best practice stories, 130 real world case studies and networking opportunities.

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Tags: Customer Experience

1 Keynote
The CX Senate 2021 - India
Augmentrac India
August 27, 2021
CX Senate (Virtual) Is a forum bringing together CX community leaders online to exchange their perspectives and Understand CX as the Source of Competitive Advantage.
This transformative event will offer you the requisite foundations and tactics to smash through the noise, immerse yourself in customer intelligence and emerge victorious from the shifting landscape

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Media Interview
Atmalink CT Sdn Bhd makes it big with Silver CX Vendor Excellence Award
Marketing Magazine
December 17, 2021
Atmalink CT Sdn Bhd, the leading customer experience (CX) consulting firm in South East Asia, announced that they have received the Silver CX Vendor Excellence at the CX Asia Excellence Awards 2021.

The CX Asia Excellence Awards honours the highest level of achievement in customer experience across the Asian community.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Membership
Global Organization -People of Indian Origin
Gopio
November 01, 1989
GOPIO was founded at the First Global Convention of People of Indian Origin in New York in 1989. The initial thrust of GOPIO was to globally network the widely spread PIOs in large number of countries. GOPIO has now set its priorities in pooling our resources, both financially and professionally, for the benefit of PIOs and for the countries they come from.

There are over 30 million people of Indian origin (PIO) living outside India. Most of the PIOs have become highly successful in business and profession. When their professional expertise and financial resources are to be pooled together, it will benefit not only people of Indian origin but also their country of residence and India.

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Tags: Culture, Social

2 Panels
The future of CX measurement
Boussias
January 27, 2022
Customer experience has fast become a top priority for businesses and 2022 will be no different!

The pandemic has changed consumer behavior forever. The way they search, engage, purchase, and seek support has seen rapid shifts which have major implications for all businesses. CX is now the #1 business differentiator, and Fortune 1000 companies are trying to offer delightful experiences to their customers at every touchpoint, adapting in the new consumer demands.

It is said that “in 2021, companies are no longer competing with just their competitors. They are competing with the last best experience your customers had!”.

CX Summit returns on January 27th 2022, to navigate us further in the world of Customer Experience. Learn how to Address your Hottest Challenges & to formulate Your New CX Strategies in Just One Day!

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Tags: Customer Experience

Global CX Summit Middle East 2021
Exito
June 24, 2021
Digitization of the customer experience is a necessary complement to the overarching marketing strategy with the increasing touchpoints of a customer on the digital ecosystem. Businesses need a rich omni-channel strategy to engage with their customers.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

45 Podcasts
[Webinar] Lead Generation using WhatsApp chatbot | Engati
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March 31, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How Instalogist made on-demand truck booking efficient with Engati's WhatsApp chatbots
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March 30, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the CX Goalkeeper Gregorio Uglioni E57
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March 29, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Impact of Customer Experience with Petko Tinchev - E67
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March 28, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to deploy your bot on Instagram | Engati
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March 23, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the Minister of Happiness Faran Niaz E57
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March 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Leadership and Trust with Dr. Brian Harman - E66
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March 21, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Experiences of a CX Legend - Faran Niaz - E 71
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March 20, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with #SheDrives, Chip Shortages and STUNNING Personalization Hussein Dajani E55
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March 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

CX Management Competencies and their role in frontier & emerging markets with deBBie Akwara - E65
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March 14, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The next big thing, Engati's chatbot for Instagram
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March 09, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

E64 complete Jeannie Walters 1080WebShareName
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March 07, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to integrate Engati's chatbot with Facebook ads
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March 02, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one where she designs experiences at Cirque du Soleil…and beyond! Carolene Méli E54
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March 01, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Dark Side of Customer Experience with Michael Bartlett - Second Half
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February 28, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Emotional Intelligence and Customer Success | Ashna Patel talks to Engati CX
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How Gramhal brings farmers & traders together with an Engati chatbot
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with sake, churrascarias, CX controversies and 4 steps to CX glory Jimmy Hosang E53
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February 22, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Dark Side of CX with Michael Bartlett - E62 - first half
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February 21, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to create conversational flows with Engati’s no code flow builder
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February 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with Human to Human banking Aarthi Murali E52
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February 15, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Women in CX an outstanding highly committed community - E61 with Clare Muscutt
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February 14, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Dos and don’ts of Digital Customer Success | Revathi Venkatraman talks to Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Tips on overcoming B2B challenges | John McTigue with Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to become a customer centric company | Michela Cocco talks to Engati CX
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February 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Get started with Engati
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February 08, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to set up and manage live chat conversations with Engati
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February 08, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the Dark Side of CX Mike Bartlett E51
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February 08, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Experience Maker - How to create remarkable Experience - E60 with Dan Gingiss - second half
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February 07, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to prevent involuntary churn? | Anita Toth talks to Engati CX
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February 04, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

How to create a lead generation bot with Engati
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February 04, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2020 - The Year (NOT!) Everything Changed | Rick Denton Arcet Global Keynote 2021 10
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February 02, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the Customer Experience Field Manual Jeff Sheehan E50
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February 01, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Experience Maker - how to create remarkable experiences - E59 with Dan Gingiss - FIRST HALF
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January 31, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with a ‘More Than Perfect’ cruise experience Paul Rutter E49
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January 25, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The Importance Of Communication - E58 with Filippo Poletti
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January 24, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one where Pest Control Saves Lives Matt Beckwith E48
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January 18, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Inside Your Customer's Imagination - E57 with Chip Bell - 2nd Half
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January 17, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one where Design Thinking unlocks the creativity of your childhood Seda Alpkaya E47
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January 11, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Inside Your Customer's Imagination - E56 with Chip Bell - 1st Half
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January 10, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with igniting passion for Customer Experience in the Arab region Olga Budieri E46
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January 04, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

Customer service costs: what are we talking about? - E55 with Vincent Placer
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January 03, 2022

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the Holiday First Class Lounge Collection Part 2 Various E45
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December 28, 2021

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Tags: Customer Experience, Customer Loyalty, Design Thinking

From Experience Design To Experience Delivery - E54 with Mario Sepp
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December 27, 2021

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The one with the holiday First Class lounge collection Part 1 Various E44
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December 21, 2021

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Tags: Customer Experience, Customer Loyalty, Design Thinking

1 Profile
Leading Customer Experience Influencer in Asia
CX Expert Asia
February 05, 2008
A. Santhakumaran (Santha) is based in Kuala Lumpur, a Customer Experience (CX) thought leader, keynote speaker, leader for training events in South East Asia with a total of two decades of corporate experience in multiple domains such as property development, telecommunication, international trade exhibition, customer loyalty engagement with local and global organizations. Santha has a decade of experience in advising multinational corporations on customer acquisition & engagement strategies, customer insights and building customer-obsessed culture. Santha is a highly sort after Customer Experience (CX) Consultant in South East Asia simply because he understands local culture better than others.

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Speaking Engagements
The CX Goalkeeper with Santhakumaran Atmalingam - S1E34 is about the CX infinite loop & the marriage of CX & EX
The CX Goalkeeper
August 09, 2021
The CX Goalkeeper had a smart discussion with Santhakumaran Atmalingam
Santhakumaran is the Founder of CX Expert Asia, an International Customer Experience Consultant,

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Tags: Customer Experience, Customer Loyalty, Design Thinking

The CX Passport - Santhakumaran Atmalingam
The CX Passport
March 19, 2021
Curious how an ice cream shop can be the passport to developing customer empathy? Listen in to CX Passport as guest Santhakumaran Atmalingam and host Rick Denton talk CX, travel...and ice cream!

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Tags: Customer Experience, Customer Loyalty, Design Thinking

2 Steering Committee Memberships
Team Captain - The CX Hercules in Customer Experience World Games
Customer Experience World Games
June 01, 2022
I was the team captain for the CX Hercules in Customer Experience World Games 2022 and we became the overall champion for this year.

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Tags: Customer Loyalty

Sirim QAS International Sdn Bhd
Sirim QAS international
March 01, 1989
SIRIM QAS International was established as a wholly-owned subsidiary of the SIRIM Group in March 1997. Today, local and international customers from a wide cross-section of the economy have made us the preferred choice for their certification, inspection and testing needs

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Tags: Customer Experience, Customer Loyalty, Sales

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4 Badges

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Opportunities

1 Business
Customer Experience Consulting

Location: Malaysia    Date Available: December 27th, 2021     Fees: 5000

Submission Date: November 16th, 2021     Service Type: Service Offered

A. Santhakumaran (Santha) is based in Kuala Lumpur, a Customer Experience (CX) thought leader, keynote speaker, leader for training events in South East Asia with a total of two decades of corporate experience in multiple domains such as property development, telecommunication, international trade exhibition, customer loyalty engagement with local and global organizations. Santha has a decade of experience in advising multinational corporations on customer acquisition & engagement strategies, customer insights and building customer-obsessed culture. Santha is a highly sort after Customer Experience (CX) Consultant in South East Asia simply because he understands local culture better than others.
Santha leverages nearly two decades of experience in managing businesses, customer experience, sales & marketing, customer service and building great working teams. His expertise includes customer journey mapping, customer experience design, customer experience measurement, design thinking, customer experience maturity and future proofing businesses.

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