Moves that can make or break customer satisfaction

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APAC customer experience

Customers are more willing than ever to switch brands when they are dissatisfied with a company. In order to drive experiences that resonate with customers and win loyalty, customer experience professionals must have an accurate awareness of their target market.

Recent consumer research commissioned by Genesys reveals the key success factors for building good customer experiences across the Asia-Pacific (APAC) region’s diverse markets.

Based on findings from over 8000 customers across ten APAC countries, the report highlights key components – such as response times, operator experience, and use of automated technologies like chatbots – that can make or break customer satisfaction in the omnichannel age.

Download the report for practical insights to guide your business strategy, including:

  • Which channels APAC consumers find most effective for resolving their issues, and why
  • The three major CX turn-offs that can literally bring customers to tears
  • Why 52 per cent APAC consumers are open to customer service from bots
  • Where automated options do not always work
  • The markets where consumers are more likely to pay extra for premium customer service – and those which expect it at no additional cost

Upcoming Events

Enterprise CMO

February 11 - 13, 2018

Sheraton Los Angeles San Gabriel, San Gabriel, CA

Enterprise CMO

9th Annual Channel Management Summit

September 26 - 28, 2016

DoubleTree by Hilton Los Angeles Downtown, Los Angeles, CA

9th Annual Channel Management Summit

Customer Experience Exchange for Financial Services, EU

13 - 14 September, 2016

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Financial Services, EU

Customer Value Management: Telecoms

4 - 5 October, 2016

Golden Tulip Berlin - Hotel Hamburg, Berlin, Germany

Customer Value Management: Telecoms

Customer Experience Exchange for Telecoms

25 - 26 April, 2018

Marriott Heathrow, London, United Kingdom

Customer Experience Exchange for Telecoms

Latest Webinars

The next decade of customer feedback

2025-10-29

10:00 AM - 11:00 AM CET

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

The next decade of customer feedback

2025-10-28

11:00 AM - 12:00 PM EST

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

New KPIs for a new era: How AI is reshaping CX

2025-10-22

02:00 PM - 03:00 PM EST

Discover how Agentic AI and GenAI are reshaping B2B Customer service metrics and which KPIs your tea...

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