Enhancing customer satisfaction through personalisation, 
digitisation and channel integration

The CX department of the future is one that is lean and agile, driven and supported by customer data, that not only delivers personalized services to customers in the channel of their choice but also predicts customer intent. However, for most business in the APAC region, the reality is that CX and customer service organizations are still voice centric, relying on retrospective data and lacking in a single view of the customer.

With that in mind, CXN Live: CX APAC Online 2022, now in its 5th year, will be focused on:

• Contact centre: ensuring that contact centres are agile and fully integrated into the channel mix to deliver on high value customer moments
• Voice of the customer: enhancing customer understanding through surveys, feedback and analytics
• Self-service and automation: reducing customer friction by delivering services in the appropriate channels
• Data and analytics: leveraging insights to drive personalization and predictive CX
• Customer journey management: better understanding the customer journey to reduce points of friction and invest in key touch points
• Measurement: clearly tracking and quantifying the impact of CX initiatives