2017 Global Customer Experience Benchmarking Report (APAC)

Special 20th Anniversary Edition

Digital crisis or redemption – The uncomfortable truth

Our most recent research shows CX Robotics in the form of automation, AI and IoT are creating a new reality, demanding a new approach. Human cost and productivity is challenged as these capabilities improve. From contact centres to business and IT departments, the choices you make in your CX and digital strategies will define the future success of your organisation. The 2017 Report spans all aspects of CX management and interactions. It contains 7 core sections: Strategy, CX, Analytics, Digital, Operations, Efficiency and Technology.

Report highlights

Top 5 channel focus areas:
  • Virtual assistants (chat bots)
  • Proactive automation (eg voice biometrics, Robotic Process Automation)
  • Web chat
  • IoT
  • Video chat

Digital crisis or redemption infographic

Quickly understand where CX is at today, and how to form effective strategies with this comprehensive infographic that condenses the report into an easy-to-read format.

Download your infographic here