Customer behavior is changing rapidly. They are not only becoming ‘tech-savvy’ they are also learning how to use social media to vent their displeasure. Increased competition between service providers, mature markets reaching saturation and churn volatility in developing markets is placing new emphasis on customer experience and how best to manage it.
Today’s service provider has to be agile and inventive in order to capture untapped customers, retain existing ones and upsell more relevant products and services to all.
Customer experience management is not just about getting and keeping customers, it is also about measuring customer satisfaction and achieving consistent service delivery. Customers are the core reason for being in business and they are not only the major source of revenue, they can also be a major cost if not managed effectively.
It is critical in today’s ultra-competitive market that effective customer experience management is in place to ensure customer satisfaction and loyalty.
New roles such as Chief Customer Service Officers, Chief Service Officers and Chief Customer Experience Officers are appearing across the Asia Pacific region, demonstrating just how vital customer management is in business today.
Agenda at a glance