APAC businesses understand the importance of customer experience (CX) and are focussed on optimising the customer journey in 2020.
And they’re set to increase their CX-enabling technologies investment in 2020 as they look to bring their CX maturity in line with their global counterparts.
The justification for such a world-leading investment is clear. The 2020 Digital Trends report from Econsultancy and Adobe reveals that brands classified as CX leaders are three times more likely than their peers to have significantly exceeded their 2019 business goals.
With such a huge prize at stake, APAC organisations realise they must invest wisely in the right technology as well as develop effective strategies to deliver better CX. But how are they going to do that?