A Summary
Key takeaways
- Prioritize what matters to the customer
- Have a top down approach when identifying key journeys
- Provide agile solutions
- Investing in employees empowers them with the confidence to manage changes in the process
“The best CX is when the customers go without any customer query.”
– Francis Loh, Head of Investor Services, Singapore Exchange (SGX)
“Customers love choices, and they gravitate to channels of their own preference.”
– Kenneth Chong, Head of Sales, Cognitive CX (ASEAN), AWS
“There is an ethical and personal element to CX, it is going to be different and unique to every organization.”
– Aaron Sanchez, APAC Regional GTM Business Development Manager, Intelligent Workplace, Global NTT