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Creating real impact across industry, people and society

The Center for Experience Management aims to develop the XM discipline in Singapore, build professional capabilities for XM locally, foster a community of XM professionals to further the category, and enable organisations to use experience as a key competitive differentiator.

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Creating real impact across industry, people and society

Human experiences will improve and organisations thrive in Asia Pacific through the increased capability of experience management

Experience Management

Experience Management is a nascent yet much needed capability in Singapore and many Asia Pacific countries.

Experience Management (XM) is holistic. It goes beyond a voice of customer program, or employee experience measurement.

XM is the discipline of using experience data and operational data (X + O data) to measure and improve every interaction that people have with your company.

The Center for Experience Management enables leadership in Experience Management through knowledge, skill building and best practice sharing.

The three key programs driven by the Center are:


XM Sessions

Center for Experience Management organises peer networking events for XM, CX, EX and Insights professionals.


Conferences and Events

In fast moving markets like today's, research has never been more important, however it can be difficult for insights practitioners to know where to start. The increased adoption of res-tech, democratisation of research work within organisations, and talent shortages are but a few of the challenges.

The Center for Experience Management will share research on the emerging specialisations, the skills that are needed, and the biggest challenges faced, as well as how we might approach upskilling, particularly addressing the interplay of insight-dependent work disciplines, to drive real impact for the people we serve.

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Drawing on insights from The Center for Experience Management’s research, we review how customer expectations are evolving in Asia Pacific, and the areas companies should be focusing on to improve experience, especially addressing:

  • Differences in perceived experience across key consumer categories and markets
  • The needs of digitally led customers
  • How unstructured data helps uncover experience drivers

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Do join us on these peer networking events in the future, RSVP here!

Resource Library

We publish benchmark research on customer and employee experience, as well as practice benchmarks.


Latest resources

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About us


The Center for Experience Management is focused on advancing local and regional XM capabilities.

At a time when improving the experiences delivered to customers and employees is a pressing priority for organisations across Singapore, XM enables them to listen, understand, and act on customer, employee, and market feedback at scale in real-time to make continuous improvements to the products, services, and programs delivered.

The Center for Experience Management aims to develop the XM discipline in Singapore, build professional capabilities for XM locally, foster a community of XM professionals to further the category, and enable organisations to use experience as a key competitive differentiator.

Read more about this initiative here: SAP, Qualtrics, and the Singapore Economic Development Board commits S$14.1 million to establish Singapore as regional hub for Experience Management innovation – SAP Southeast Asia News Center

You can reach Center for Experience Management by emailing: lara.truelove@sap.com