Data and analytics in Asia-Pacific: CX benchmarking workbook

Customer data and analytics are integral to creating personalized, relevant customer experiences. In the digital age, where customers are 51 percent more likely to switch brands if unsatisfied – as revealed by CX Network research – companies must utilize data and analytics to create enhanced customer experiences if they want to stand out from the crowd.

Achieving success in this area, however, requires time and care to hone the data to be as beneficial as possible. Personalization requires high-quality data practices and impeccable data management and hygiene. Additionally, companies must unlock the power of first-party data.

Likewise, when implementing customer service solutions, it is imperative that companies action voice of the customer data to ensure they are providing their customers with what they actually want.

This benchmarking workbook, compiled by CX Network and Epsilon, provides insights and learnings from Johnson & Johnson, Huawei and Mars Inc. on overcoming the data, insight and analytics challenges those in the APAC region face.

Download this report to learn:

• How to apply data for enhanced CX personalization
• Why actioning both voice of the customer and voice of the employee data is imperative to personalized CX
• The impact of unlocking the power of first-party data