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Companies across Asia are waking up to the importance of providing consistent customer experiences, however making this a reality is easier said than done. To discover what these companies are planning for the short to mid-term, we have compiled the findings from our latest survey conducted with the CEM professionals located across Asia. The following graphs provide insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.
Now that consumers have higher expectations than ever before, the pressure is on for companies in Asia to improve their customer service delivery. Worst of all, companies are regularly under-delivering, resulting in reputational damage and loss in revenue. How can this be fixed? Read on to find out.
Creating amazing customer experiences has never been more important in Asia, but why? In this exclusive infographic, the CEM Asia team examines the differences between customer behaviour in Asia compared to the rest of the world and what companies must do to enhance their customer experience management and drive revenue.
How good would you say Asia’s leading companies are at delivering excellent customer service? Due to the growing importance of customer experience management, companies need to create the processes that will consistently ensure great customer service delivery. But how much of this is actually happening? To find out, we ask 5 leading companies in Asia what they see as the fundamentals of improving customer experience and their plans for the coming years.
The report provide insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.
•Top three challenges/ areas of improvement with regard to CEM
•Top trends you foresee affecting CEM over the next 2 years
•Top investment priorities in CEM over the next 6-12 months
•Meet generation "C"
•The 8 best practices of emergent leaders
•Don't forget to validate your findings
•Seek solutions collaboratively
•Get the most of customer journey mapping by...
Consumers typically begin their journey by using online channels before progressing to mobile and traditional channels. However, online and mobile channels require a high number of interactions. This leads to greater consumer dissatisfaction as their query resolution is extended.