CXN Live: CX APAC Online 2021

The pandemic has dramatically shifted the Customer Experience landscape.
The nature of customer queries has changed; their channel preferences have shifted to be increasingly mobile and increasingly they expect businesses to provide 24 / 7 service.  On top of this, CX leaders are having to navigate this changing landscape while the pressure to control costs has increased, and a significant proportion of staff are working remotely.

With this in mind, CX Live: CX APAC Online 2021, now in its 4th year, will be focused helping CX professionals navigate these significant changes with a focus on:

• Self Service – leveraging digital channels to ensure customers have access to information 24 / 7 and reserve voice channels for high value customer interaction

• Data and Analytics – leveraging data to enhance customer understanding and increase personalization

• Automation – utilizing automation to increase efficiency and reduce the administrative burden

• Employee Experience – ensuring service staff working remotely are kept engaged and focused on delivering customer excellence

• Omnichannel – engaging seamlessly with your customers across multiple channels 

• Customer adoption – supporting customers in the transition from face to face or contact center service to digital channels