The COVID-19 pandemic has forced organisations to rethink their business models, accelerate their digital transformation programs and respond to rising customer expectations. Working as a high-octane accelerant, it has triggered a rapid shift towards agility, digital and customer-centricity.
This 2021 report covers the state of CX maturity in the APAC region revealing that organisations must facilitate effective remote working practices to see higher levels of productivity, and must embrace digital communication channels to better reach and satisfy home-based customers.