The Customer Experience Live Show Asia 2024, held in Singapore on August 6-7, provided insights into the growing digital customer experience (CX) landscape in Southeast Asia.
Singapore, Singapore Aug 7, 2024 – The ‘Customer Experience Live Intelligence Report 2024‘ highlighted a significant trend in the region: 71% of companies are reassessing their AI platforms, indicating a strong push towards using advanced technologies to enhance customer interactions. The report, presented at the Customer Experience Live Show Asia 2024, also revealed that operational efficiency is a key challenge for companies in the region for 2024-2025.
The Growing Role of AI in Customer Experience
The report emphasizes the increasing importance of artificial intelligence (AI) as a core component of CX strategies across Asia. This shift towards AI is driven by the desire to deliver personalized, efficient, and scalable customer experiences.
The report also highlighted investments in other CX solutions:
- Customer Journey Mapping: 47% of companies are enhancing their customer journey mapping (CJM) to identify crucial customer touchpoints and potential pain points.
- CRM Systems: 44% of companies are reporting increased investments in CRM systems to optimize customer data management and improve customer interactions.
- Workflow Automation Platforms: 43% of companies are seeking to streamline operations and improve efficiency by investing in workflow automation platforms.
Ayusha Tyagi, Managing Director of Customer Experience Live, stated, “The Customer Experience Live Intelligence Report 2024 demonstrates the significant business impact of CX investments, highlighting how cutting-edge technologies and strategic thinking are transforming customer interactions across the region.”
The 2024 edition of the Customer Experience Live Show Asia aimed to equip attending businesses with the best digital experience strategies and solutions. As companies across the region prioritize adopting an agile, frictionless, humanized, and innovative CX model, these learnings are expected to guide their actions and decisions in the coming year.
Sponsored by NICE and Kore.ai, the Customer Experience Live Show Asia 2024 brought together industry experts, thought leaders, and decision-makers. Strategic partners included the International Customer Experience Institute and Customer Institute, while media partners were ACN Newswire, Retail in Asia, AI Time Journal, Siliconindia, StartupNews.fyi, CIOReview, and DrivePly. Thought-provoking perspectives were shared by Aboitiz Power Corporation, CIMB, Citibank HK, Electrolux Group, GE HealthCare, GSK, IHH Healthcare, Novartis, SingHealth, Standard Chartered Bank, and Telekom Malaysia, among others, providing valuable insights into the accelerating digital CX transformation.
Sodtsetseg (Sod) Ganbold, CEO of CMI, Country Partner of ICXI, said, “Businesses are increasingly acknowledging the importance of adapting to the evolving demands of the market. This goes beyond gaining a competitive edge and focuses on building a solid foundation for sustainable, long-term success. Customers today expect a deep understanding of their unique needs and personalized interactions. An up-to-date tech stack allows organizations to meet these expectations and continuously improve service offerings.”
The Customer Experience Live Awards Asia 2024, held on August 7, recognized leading enterprises for their outstanding CX programs and achievements, including Merck & Co., Inc., Riyadh Airports Company, Telecommunications And Digital Government Regulatory Authority (TDRA), Kore.ai, and Central Retail.
For more information on the ‘Customer Experience Live Intelligence Report 2024’, please visit [link to report].
About Customer Experience Live
Customer Experience Live is a leading digital customer experience insights and research powerhouse in the EMEA region. The company is committed to rigorous research that drives the conceptualization of programs and activations essential for top-level executives to fuel growth within their organizations. With a keen focus on assisting leading solution providers in navigating the EMEA market, it delves into understanding end-user needs comprehensively, facilitating the generation of high-quality leads and ultimately securing successful business ventures.
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Riji Raju, Customer Experience Live
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