Additional Content Download
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
To reach and engage these connected customers requires a relevant and informed approach that meets them on their terms, in their communities, in the right ways at the right time. This takes a significant investment in new strategy, technology, expertise and business models shaped and informed by data, insights and empathy.
•Meet generation "C"
•The 8 best practices of emergent leaders
Make sure your customer journey mapping initiative does not fall into this category with the following ten essential tips.
•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.
Head of Customer & Digital Experience, APAC & EMEA for Citi, Niamh Byrne joins us from Customer Experience Management Summit Asia where she discusses covering 17 countries in Asia and Europe. She notes that she’ll often talk to New York HQ in the morning and perhaps at night and everyone else in between. Niamh is driven by a renewed focus on customer experience through being a more customer focused and customer led organization. That’s the primary order of business. She’s restructured the team managing the experience within the digital channels whether it’s mobile, social or on Citi online. And Niamh is interested in innovating as she and the team have just launched a chatbot which is the first banking bot of it’s type in the APAC region.
At a time when industries like retail and travel are wholly revitalising their offerings in order to appeal to the word’s ‘digital natives’, the financial services industry is still deemed by many analysts to be moving too slowly for their customers’ liking. Discover the top customer experience trends for the financial services that industry leaders need to address to drive competitor advantage and build market growth.