Automation today is playing a pivotal role for businesses that are looking to elevate and efficiently scale their customer experience strategies and platforms. The success of digital and automated engagement mechanisms is encouraging customers to expect real-time personalized services and interactions, meaning businesses today need to deliver experiences that drive loyalty, while organizations act to holistically weave human-assisted and automated service capabilities into their customer journeys.
In this Infobip-commissioned study, Forrester Consulting analyses the views of 1,210 consumers across mainland China, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, Taiwan, and Vietnam, highlighting strategic components required to build a hybrid CX model.
Download this study to discover:
- How Hybrid CX serves customers and boosts loyalty
- The four unique consumer personas identified among Asia-Pacific customers
- What decision-makers need to be mindful of when strategizing automation-human interplay