Summary
Delivering a memorable customer experience requires orchestrating technology, process and people in ways that few organizations manage consistently, and understanding where a business truly stands on that journey is the first step toward improvement. The Asia-Pacific Customer Experience Transformation Readiness Index 2021 assesses how prepared companies across the region are to deliver on this promise.
Insights from nearly 500 business leaders spanning Greater China, India, ASEAN, Australia and New Zealand, Japan, and South Korea, gathered in collaboration with Genesys, offer one of the broadest cross-industry views of customer experience readiness in the region to date, across multiple industry verticals and company sizes.
The depth of cloud and artificial intelligence adoption within organizations, the current state of digital customer engagement, and how prepared businesses are to transform their employee experience strategy, particularly when confronted with unexpected disruption, all factor into the readiness picture. Leadership's role in driving transformation and enabling exceptional experience delivery is also a core focus.
Business and customer experience leaders across Asia Pacific can use it to benchmark their own organization against regional peers and identify where investment in technology, process or people would have the greatest impact on customer experience outcomes going forward.
- Covers key drivers and challenges in adopting tech-enabled customer experience
- Includes expert guidance on best practices for designing memorable customer journeys
How prepared are companies, industries and countries across Asia Pacific for customer experience transformation in 2021 and beyond?
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