The realities of customer experience in APAC: 2021 report

As the world continues to deal with the impact of the Covid-19 pandemic, brands across the world have been forced to shift focus with regard to CX investments and priorities and have had to deal with entirely new and unpredicted challenges. Couple this with the shifting demands and frustrated state of mind of panicked customers, and it is clear that the pandemic created one of the greatest periods of uncertainty that organizations have experienced in recent years. All of this is particularly true in the Asia-Pacific (APAC) region, which was the first to feel the sting of the global crisis.

Given the fact that APAC holds the world’s largest segment of customers, the area represents a significant opportunity for any brand. However, with trends constantly, naturally changing and also being impacted by global or regional events such as the pandemic, it is critical that organizations stay abreast of the current most prominent trends in the region, with regard to challenges, preferences or investment priorities.

This report draws on the insights and observations of 40 CX APAC experts to shed some light on the state of CX in the APAC region and to offer visibility and advice for brands going forward. The report looks into key trends, customer behaviour shifts, investments and opportunities, drawing on expert commentary and case studies to help organizations plan CX strategies for the next 12 months from an informed position.

Download this report to discover:

• What the primary trends impacting CX professionals in APAC are
• What CX features are currently top of the list for APAC brands and where they will be investing
• The key challenges and obstacles CX practitioners are currently facing
• How some APAC brands have achieved recent success through a focus on customer-first cultures or customer insight