Rethinking your approach to customer experience




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Rethink. Unify. Innovate. Deliver. These four core pillars of the 5th Annual Customer Experience Management Asia Summit are integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.

The blog on Forrester’s website ‘It’s Time to Flex your Customer Experience Muscles,’ includes a great analogy: “Customer experience is the ‘eat healthy and exercise’ of the business world.”

Think about it, in both situations we know it’s important, we probably say we do it more than we actually do but deep down we’re not really sure how we should be doing it. Fitting isn’t it? This analogy can help shift the way we discuss customer experience. Less talk, more action.

Based on our 2016 benchmarking results, 85.7 per cent of respondents said they saw the role of CX becoming increasingly important in their organisations with 38.6 per cent saying the main driver being differentiation.

Now is the time to focus on the nuts and bolts – and this report will help you do this.

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