Reports

The Three Customer Service Megatrends In 2021 [Report]

The Three Customer Service Megatrends In 2021 [Report]

The COVID-19 pandemic has elevated the importance of customer service to nurture customers, retain and increase their loyalty, and grow revenue. Customer service leaders are also accelerating modernization strategies that were already underway within their enterprises — the value of which will extend far beyond the current circumstances. This report reveals the top three customer service trends that customer service leaders must pay attention to in 2021.

Customer Experience Management APAC Report 2020

Customer Experience Management APAC Report 2020

Companies across the globe are embarking on a mission to win customers and market share by being customer-centric. Looking at Asia-Pacific, customers in this region have seen a lot of progression over the last few years and this growth is set to continue. In this APAC report, we look at how customer experience practitioners within APAC are responding to the evolving environment their brands exist in. Report highlights:

  • Industries operations
  • Top strategic investment priorities
  • Annual Budget for CEM Solutions
  • Current Challenges
  • and more...

If you would like to get a copy of this report sent to you directly, contact us at enquiry@iqpc.com.sg.

How To Build A Modern Digital Customer Service Strategy

How To Build A Modern Digital Customer Service Strategy

The goal of any successful organization today is to go beyond voice and chat technology to deliver an “omni-digital” customer engagement strategy that helps them reach customers on all the digital communications channels they love today, as well as those they’ll use in the future. Our proud CX Asia Week partner, RingCentral, has provided this guide to help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.

View Post-Show Report - CX Asia Week 2020 - Virtual Edition

View Post-Show Report - CX Asia Week 2020 - Virtual Edition

2020 has been a challenging year for everyone – but with your support, we were able to bring CX Asia Week 2020 to you, in the safety and comfort of your homes and offices.

Held on 21 – 25 September 2020, we saw over 1,600 attendees from 40 different countries join us. Over a course of a week, we covered a range of topics from the customer experience (CX) during the “new normal”, getting the CX journey right, innovating frontline service engagement, operational excellence in CX, customer journey optimisation and more.

Download the Post-Show Report for CX Asia Week 2020 - Virtual.

Top Initiatives Incorporated Into The CX Mandate

Top Initiatives Incorporated Into The CX Mandate

What initiatives are you incorporating into your CX mandate?

In our CX Asia survey we asked industry leaders what new initiatives they would be incorporating into their CX Mandate for 2019 and beyond. We explored each theme to identify the trends, challenges and highlights for the coming years in the customer experience space. This is the resulting report. We hope you enjoy it. 

If you would like to get a copy of this report sent to you directly, contact us at enquiry@iqpc.com.sg.

Why Self-Service is a Must for CX in 2019

Why Self-Service is a Must for CX in 2019

The growing popularity of self-service demonstrates that when done right, a lot of customers prefer this do it yourself style model. In this report we explore how self-service will shape up in the years to come with the advance of technology and our shifting customer behaviours. How can companies adopt it to improve their customer service and bottom line? How should it feed into customer engagement?

Download now to understand how the rise of self-service can increase your brand’s personal touch with its customers, improve efficiency and how it will help customers where they want to be helped.

If you would like to get a copy of this report sent to you directly, contact us at enquiry@iqpc.com.sg.