Additional Content Download

Insider Insights - CEM in Financial Services Benchmarketing Report

Insider Insights - CEM in Financial Services Benchmarketing Report

With rapid disruptive innovation of Fintech and stiff competition amongst the financial sector in Hong Kong and Greater China, customer experience is becoming increasingly important as part of a core business strategy for organizations to differentiate themselves from their competitors.

To discover what these companies are planning for the short to mid-term, we have compiled the findings from our latest survey conducted with the CEM professionals in financial sectors located across Asia. The following graphs provide insights into the most common challenges, the hottest topics and investment priorities for some of the biggest companies operating in Asia.
Online Interview-How Companies Drives Customer-Centricity with a Hybrid Model of Digital and Personal Approach

Online Interview-How Companies Drives Customer-Centricity with a Hybrid Model of Digital and Personal Approach

To understand how financial services companies drive customer-centricity with a hybrid model of digital and personal approach, we interviewed 3 leading companies in Asia - Zurich Insurance Company Ltd, China Citic Bank International Limited and DBS Bank.
Download the report here to know more!
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.
How Are Leading Companies in Asia Improving their Customer Experience Management?

How Are Leading Companies in Asia Improving their Customer Experience Management?

How good would you say Asia’s leading companies are at delivering excellent customer service? With the growing importance of customer experience, soon to become the key factor to attracting and retaining customers, companies have to start upping their game. No longer can companies rely on individual employees to “go the extra mile” or “give 110%”, instead they need to create the processes that will consistently ensure great customer service delivery. To find out how much of this is actually happening, we ask 5 leading companies in Asia what are the fundamentals of improving customer experience and their plans for the coming years. Download the content here to know more!
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.
Preparing for 2020 Hong Kong Financial Services Top 5 priority responses

Preparing for 2020 Hong Kong Financial Services Top 5 priority responses

The pace of global change in financial services continues to accelerate as market incumbents, emerging FinTech startups and newcomers of every kind try to offer more sophisticated yet convenient means of moving money. Nowhere is this trend more apparent than in Hong Kong; the city that prides itself on being the financial gateway to the rest of China as well as a hugely influential international finance hub in its own right. Find out what are the 5 top priority responses in this content!