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.