22 - 25 September, 2020 | SANDS EXPO & CONVENTION CENTRE, SINGAPORE

Reports

APAC - Customer Experience Benchmarking Report 2019

APAC - Customer Experience Benchmarking Report 2019

CX Network's recent industry report compiles the biggest CX trends, challenges and investments that will impact APAC companies in the next 12 months, along with case studies from Neil Gardner, Chief Customer Officer at Generali and Akira Mitsumasu, VP Products & Services Planning at Japan Airlines.

How AI will impact CX

How AI will impact CX

Artificial intelligence is now everywhere, and customer experience innovators are already embedding chatbots, predictive analytics, RPA and machine learning into their organisation.

CX Network's APAC industry report will ensure you stay ahead of the competition by providing insights into the region's trends and challenges to implementing AI into your CX strategy.

How to Create Personalisation in the Age of the Customer

How to Create Personalisation in the Age of the Customer

Personalisation has become an increasingly important feature of customer experience because its cuts through the noise and lets your customers know you are paying attention to them. However it’s important to strike that balance between making customers feel like you are helping them rather than creepily following them. Using data correctly and building creative, innovative campaigns are the key to standing out from the crowd.

Read our latest whitepaper to discover how Netflix, Amazon, Alibaba, Tokio Marine Life Insurance and Coca-Cola have used personalisation to generate ROI.

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.

CX Investment Report 2019: APAC

CX Investment Report 2019: APAC

In this report we look at the top investments planned, alongside predicted trends and challenges for CX practitioners in the APAC region for the year ahead – and compare them against the global movements in the market.

The results allow you to benchmark your plans with that of your customers and prospects on a regional and global basis, and prioritise your plans for the next 12 months accordingly.

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.