CEM

What are the challenges for customer experience across APAC?

Published on: July 22, 2015
Author: Vincent Giraud - Business Development Manager

Consumers in Asia Pacific are becoming more and more demanding. They want to receive a superior customer experience, personalized to their needs, on their channel of choice, with their questions answered quickly and consistently. If they don’t get what they are looking for, they are not afraid to change supplier, while sharing their opinions on social media. How can companies operating in...

Flying high? The state of customer experience in the airline industry

Published on: September 19, 2014
Author: Lloyd Buxton - Business Development

Like many industries, the internet has radically changed the airline industry. It has altered the role of travel agents and led to an elimination of analogue, paper-based processes as it has moved to a digital-led model. At the same time competition has increased exponentially, with newer airlines with lower cost-bases further disrupting the sector.Avoiding the social media #failConsequently, the ...