The pandemic has influenced the customer experience management (CEM) marketplace and its practices considerably. During the lockdown, companies switched to digital channels to provide an uninterrupted customer experience (CX). This has resulted in a 77 percent surge in customers for businesses in APAC, the region with 55 percent of the consumers globally, through these channels. To meet the increasing customer expectations, organizations in APAC are increasing their investments in CEM by 59 percent.
The main driver of this growth in customers is the digital CX. Businesses in APAC were less focused on websites and applications pre- COVID. When COVID hit, companies had to shift their focus to digital CX as the retail stores closed down. Now, people in Asia have indulged in a unique and combined experience where they research products before the in-store purchase experience. Other growth drivers are the rising popularity of AI, chatbots, and customer retention and loyalty. The high linguistic capabilities of chatbots have made them effective in the APAC region with a diverse range of dialects and languages.
In this edition of CIOReview APAC, we present the list of the top ten most promising customer experience management solution providers and the top ten most promising customer experience management service providers that are at the forefront of innovation in the APAC marketplace. IA Consulting provides its clients with easy-to-use customized solutions ranging from ERP implementation, system integration, and application development innovation, to end-to-end enterprise-wide transformation. Knowesis’ solution offers organizations a real-time 360-degree customer view and helps them leverage this data to optimize every customer interaction. Geronimo offers services to bring people, products, and brands customers love closer.
CIOReview APAC also presents you with exclusive insights and thought pieces from expert CIOs and CXOs – Neil Gardner, Chief Customer Officer, Asia, Generali, and Philip Chau, Director of Strategic Marketing, Great Eagle Holdings, discussing and providing their ideas on the current trends practiced in the industry. We hope these valuable insights from industry leaders and promising CEM services and solutions providers featured in this edition will assist you to make informed decisions for your businesses.
