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CX APAC 2023 Enhancing customer satisfaction through personalisation, digitisation and channel integration
March 21, 2023 - March 23, 2023
Enhancing CX is a mission-critical mandate for modern businesses.CX has clearly become key to business competitiveness and will imminently overtake price and product as the key brand differentiator.
77 per cent of Asia Pacific (APAC) businesses experienced a surge in new customers through digital channels over the past 18 months.
This demand for digital interactions continues to accelerate across the region. However, less than one in five consumers encounter CX that exceeds expectations. In fact, 71 per cent would switch to a competitor after just one bad customer service experience. Fortunately, APAC businesses recognise the urgency to advance their CX and are set to outstrip other global regions in CX investment this year.
With that in mind CX APAC 2023 will look to discuss key areas including:
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Balancing customer empathy, expectations, and analytics for a seamless customer journey
- Providing a consistent experience across channels, allowing customers to switch seamlessly from one channel to another)
- Utilizing data analytics to get a complete picture of customer behaviour
- Implementing customer retention strategies
We look forward to welcoming you to the online discussion in March 2023!