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The Asia-Pacific customer experience transformation readiness index 2021

Customer experience delivery is complex and requires orchestration across multiple dimensions utilising the right mix of technology, processes, and people.

The Asia-Pacific Customer Experience Transformation Readiness Index 2021 research report assesses the progress of companies in creating memorable customer experiences. This study conducted by research firm Twimbit, in collaboration with Genesys, covers insights from 492 business leaders across multiple industries within Greater China, India, ASEAN, Australia and New Zealand, Japan, and South Korea.

It examines the level of cloud and artificial intelligence (AI) adoption in companies, the current level of digital engagement, the readiness of businesses to transform their employee experience strategy, especially when facing an unexpected event, and the leadership to spur transformation and deliver exceptional experiences.

Download the report here to gain valuable insights into:

  • How prepared are companies, industries and countries across the Asia Pacific for CX transformation in 2021 and beyond?
  • Key drivers and challenges in adopting tech-enabled customer experiences
  • Expert advice on best practices for businesses to design memorable experiences