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CX Automation – A checklist for 2021

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