Infuse digital experience with the right dose of human touch
While the pandemic led to more digital interactions, customers are placing high value on humanizing experiences
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What is good customer experience (CX)? The answer might not be as easy as you think – with 84 per cent of survey respondents unhappy with their recent experiences.
The very first in-depth study to be released about changes in customer behaviors, preferences and intent since the pandemic is OUT NOW. Commissioned by CINNOX, Forrester conducted an Asia-wide study about the latest customer expectations for good CX and identified five distinct personas that have emerged.
Act now – because a good experience comes from understanding your customers.
Share best practice, ideas, and solutions to our global community of over 100,000 senior customer experience professionals.Interested in presenting your own Case Study?
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Download this study to discover:
- Five new customer personas and their unique expectations
- Top channels for engaging a business, from pre-sales to post
- A breakdown of expectations and preferences across Singapore, Malaysia, Philippines, Indonesia, Hong Kong and Australia
- The role live human support plays both offline and online
- How to create bespoke persona-driven experiences for a competitive advantage
