Predictive CX in APAC: Market update

Customers have very limited tolerance for lazy customer experience management. In fact, the 2021 CX Network Customer Experience in APAC report saw 95 percent of Asia-Pacific (APAC) CX practitioners surveyed confirm that customers are more willing than ever to switch brands when unsatisfied.

To retain clientele, APAC companies must effectively predict what customers require and the access channels they prefer using. In response, APAC brands are developing their proactive customer experience management capabilities with the help of machine learning and predictive analytics.

Without predictive analytics, companies limit their ability to address issues before they frustrate customers. When applied incorrectly predictive analytics can annoy customers with poorly targeted experiences that can be deemed as too intrusive or ‘creepy’.

In this report, produced in collaboration with RingCentral, CX Network explores the state of predictive customer experience management in the Asia-Pacific APAC region.

Download this report to learn:

• The current state of predictive CX in APAC
• How to overcome common hurdles to implementing predictive CX
• Key learnings from CX experts from brands such as Microsoft, Huwaei and Spotify
• The opportunities for predictive CX implementation in APAC