Transform to Thrive in the New CX Economy
An APAC Perspective : Time for CX Leaders to Think Differently
It is time for CX leaders to think differently. Delivering memorable customer experiences is more than just sending an e-mail to a customer or answering their queries when they call. 70% of Customer Experience (CX) leaders in Asia Pacific place a high importance to personalisation. The new CX economy requires organisations to meet the customers where they are and on their terms. It requires a proactive approach to reach out to the customers before they initiate an interaction, rather than the traditional, reactive customer engagements of the past. Technologies such as AI and Analytics are becoming more important than ever, as are methods including processes to deepen understanding of customer conversations and journeys. Enterprises have to understand how customers are behaving and what is driving that behaviour, and understand their journeys.It is time for CX leaders to think differently. Delivering memorable customer experiences is more than just sending an e-mail to a customer or answering their queries when they call. 70% of Customer Experience (CX) leaders in Asia Pacific place a high importance to personalisation. The new CX economy requires organisations to meet the customers where they are and on their terms. It requires a proactive approach to reach out to the customers before they initiate an interaction, rather than the traditional, reactive customer engagements of the past. Technologies such as AI and Analytics are becoming more important than ever, as are methods including processes to deepen understanding of customer conversations and journeys. Enterprises have to understand how customers are behaving and what is driving that behaviour, and understand their journeys.
Audrey William, Principal Advisor at Ecosystm, will outline what APAC CX leaders need to do to push the boundaries in CX delivery through the application of people, processes and technologies.
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