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10 Things You Absolutely Must Know About Customer Journey Mapping

10 Things You Absolutely Must Know About Customer Journey Mapping

Customer journey mapping is a useful technique to help identify shortcomings and chokepoints in your customer service, but unless it is conducted effectively and followed through, it risks becoming a misguided time-wasting initiative. Make sure your customer journey mapping initiative does not fall into this category with the following ten essential tips.

Customer Experience is Heating Up: Staggering Stats For Your C-Suite

Customer Experience is Heating Up: Staggering Stats For Your C-Suite

Customer experience is a vital part of most companies’ wider business and customer strategies. But when a great NPS score isn’t enough to convince the C-suite to make CX a priority, this infographic and its staggering stats will no doubt make them turn up the heat on customer experience.

Everything starts with loyalty

Everything starts with loyalty

Loyalty is the basis of interpersonal relationships built on positive emotions. Find out how to create strong loyalty linkage between customers and company. 
Uncovering the Customer Experience in Contact Centre

Uncovering the Customer Experience in Contact Centre

Customer Experience starts with your frontline employees. But how do you understand what they’re doing right and wrong when speaking to customers? Implement a CEM program into your contact centre. Watch this video to find out more.
Whats Wrong With Customer Service in Asia (and how to fix it)

Whats Wrong With Customer Service in Asia (and how to fix it)

Now that consumers have higher expectations than ever before, the pressure is on for companies in Asia to improve their customer service delivery. Worst of all, companies are regularly under-delivering, resulting in reputational damage and loss in revenue. How can this be fixed? Read on to find out.

Infographic: Creating Amazing Customer Experiences in Asia

Infographic: Creating Amazing Customer Experiences in Asia

Creating amazing customer experiences has never been more important in Asia, but why? In this exclusive infographic, the CEM Asia team examines the differences between customer behaviour in Asia compared to the rest of the world and what companies must do to enhance heir customer experience management and drive revenue.

AI for CRM- A Field Guide to Everything You Need To Know

AI for CRM- A Field Guide to Everything You Need To Know

Artificial intelligence (AI) is the next major wave of innovation, driven by advances in computing power, the ability to store large volumes of data in the cloud at minimal cost, and easier access to advanced algorithms. And it will be more disruptive and powerful than any previous shift in technology. 

How to Improve Contact Centre Quality Using Voice of the Customer

How to Improve Contact Centre Quality Using Voice of the Customer

This white paper discusses how customer service functions and contact centres can implement and manage advocacy-centric programs that gather deeper insight into the drivers of great (or horrible) customer experiences. The paper highlights common advocacy measurement methodologies and details best practices in customer experience insight management and process improvement. Finally, it summarizes the key requirements of customer experience management (CEM) solutions that use advocacy as a foundation to improve the delivered customer experience.

The New Customer Experience Demands an Opposite Approach to Digital Transformation

The New Customer Experience Demands an Opposite Approach to Digital Transformation

The digital customer represents a new breed of consumer. While traditional customers are also alive and well, digital customers are elusive, discerning, distracted and proudly narcissistic. To reach and engage these connected customers requires a relevant and informed approach that meets them on their terms, in their communities, in the right ways at the right time. This takes a significant investment in new strategy, technology, expertise and business models shaped and informed by data, insights and empathy.

Want to be the Worst at Customer Service At Least be the Worst CONSISTENTLY

Want to be the Worst at Customer Service At Least be the Worst CONSISTENTLY

Don’t you just hate poor customer service? If a company is consistently bad, at least you know what to expect, but when service levels are wildly different each time, you’re certain to be disappointed. Download this article by best-selling author Peter Shankman to read about the chaos this can cause for your customers.

How Are Leading Companies in Asia Improving CEM?

How Are Leading Companies in Asia Improving CEM?

How good would you say Asia’s leading companies are at delivering excellent customer service? Due to the growing importance of customer experience management, companies need to create the processes that will consistently ensure great customer service delivery. But how much of this is actually happening? To find out, we ask 5 leading companies in Asia what they see as the fundamentals of improving customer experience and their plans for the coming years.

How Are Southeast Asia’s Biggest Companies Leveraging Closed Loop Feedback?

How Are Southeast Asia’s Biggest Companies Leveraging Closed Loop Feedback?

To find out how companies in Southeast Asia are using closed loop feedback, Chris Dann, Director for Customer Experience at Nielsen, ran a live polling session at the CEM Asia Summit 2015, which featured the customer experience business leaders from over 300 of Asia’s biggest companies. Click the link above to see the results.

A Snapshot of Customer Experience Management in Asia

A Snapshot of Customer Experience Management in Asia

In this research summary, we have compiled the key findings from our latest survey conducted with the attendees for our upcoming event. This research will provide you with insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.

A How To Guide For Excellence In Customer Experience Management

A How To Guide For Excellence In Customer Experience Management

It is more expensive to acquire a new customer than to keep your existing one. Therefore it goes without saying that companies need to do everything they can to keep the ones they’ve got by giving them what they want and engaging with them. So, how well do you really know your customers?

Brian Solis- FROM CX + DCX = X

Brian Solis- FROM CX + DCX = X

Customer Experience (CX) is one of the hottest buzzwords in business today. At the same time, the digital customer experience (DCX) is gaining momentum as one of the greatest areas of opportunity in business innovation. Together they equal the future of customer relationships and that’s where you come in. This is what Brian Solis, globally recognised as one of the most prominent thought-leaders and best-selling authors in innovation and digital transformation, calls “X’, The Experience When Business Meets Design. Also the title of his new book, Brian explores the importance of experiences and how to design them for customers, employees and human beings elsewhere.
Rethinking Your Approach To Customer Experience

Rethinking Your Approach To Customer Experience

Rethink. Unify. Innovate. Deliver. These four core pillars of the 6th Annual Customer Experience Asia Summit are integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.
The Age of AI

The Age of AI

Seemingly overnight, Artificial Intelligence (AI) has moved from a plot point in science fiction movies to a core technology for companies such as Google, Facebook, Baidu, Microsoft, and Amazon. But the idea of AI — of machines that can sense, classify, learn, reason, predict, and interact — has been around for decades. Today, the combination of massive and available datasets, inexpensive parallel computing, and advances in algorithms has made it possible for machines to function in ways that were previously unthinkable.
Podcast with Frank Eliason

Podcast with Frank Eliason

In this in-depth interview he shares that he should have paid more attention in psychology class. His thought is that in addition to paying attention to the customer’s experience, organisations should be paying attention to the employee’s experience.

5 Data-Driven Tech Trends Shaping Customer Experience in 2017

5 Data-Driven Tech Trends Shaping Customer Experience in 2017

5 Data-Driven Tech Trends Taking Customer Experience to the Next Level: 1. Mobile continues to intensify “micro-moments” 2. Artificial Intelligence creates an absolute 360-degree customer view 3. Chatbots act as a “self-serve” way to connect with customers immediately 4. The Internet of Things enables faster customer insights 5. Customer experience cloud suites prevail