2017 Global Customer Experience Benchmarking Report (APAC)

Special 20th Anniversary Edition

Digital crisis or redemption – The uncomfortable truth

Our most recent research shows that the digital dilemma in enterprises is deepening, and that they must choose a path between digital crisis or redemption. In Asia Pacific, over 88% of organisations reported an uplift in revenue as a result of improved customer experience (CX), while 85% reported cost savings. Yet, just 40% appointed a board level executive to be responsible for CX. Organisational disconnects mean digital solution functionality is not meeting customer requirements.

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.


Interesting highlights from the report:
  • Virtual assistant is the top growth focus in 2017; IoT is set to double.
  • Customers will have a choice of 14 channels to engage with organisations - up from today’s norm of 9 channels.
  • Connected customer journeys via omnichannel solutions is the top technology trend for 2017 and is a top factor that reshapes CX capability in the next five years.


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