Infuse digital experience with the right dose of human touch

While the pandemic led to more digital interactions, customers are placing high value on humanizing experiences

Add bookmark
Infuse digital experience with the right dose of human touch

What is good customer experience (CX)? The answer might not be as easy as you think – with 84 per cent of survey respondents unhappy with their recent experiences.

The very first in-depth study to be released about changes in customer behaviors, preferences and intent since the pandemic is OUT NOW. Commissioned by CINNOX, Forrester conducted an Asia-wide study about the latest customer expectations for good CX and identified five distinct personas that have emerged.

Act now – because a good experience comes from understanding your customers.

Download this study to discover:

  • Five new customer personas and their unique expectations
  • Top channels for engaging a business, from pre-sales to post
  • A breakdown of expectations and preferences across Singapore, Malaysia, Philippines, Indonesia, Hong Kong and Australia
  • The role live human support plays both offline and online
  • How to create bespoke persona-driven experiences for a competitive advantage
Sponsored By:

Upcoming Events

CCW Europe Summit

6 - 8 October 2025

Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands

CCW Europe Summit

Mastering CX: AI Agents 2025

October 14, 2025

Free CX Network Webinar Series

Mastering CX: AI Agents 2025

CX BFSI USA Exchange

October 14-15 2025

Miami Marriott Biscayne Bay, Florida

CX BFSI USA Exchange

Latest Webinars

3 ways AI can shut down costly contact center failures

2025-11-18

10:00 AM - 11:00 AM EST

Learn how to prevent digital failures, automate smarter, and empower agents—turning your contact cen...

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

Recommended