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Establishing Organisational Culture & Structure for Customer centricity
In this presentation, Chief Service Delivery Officer of Aircel Ltd, Alok Kumar explianed he and his orgainzation's journey in CRM and customer experience management.
Creating a Well-Balanced Customer Experience Team to Ensure Long Term Success | 打造配置均衡的宾客体验管理团队，确保长久成功
Catherine Jin, Head of Guest Engagement, Greater China of InterContinental Hotels Group (IHG) shared her experience in how to established a well-balanced customer experience team.
Customer Experience in eBay
Go deep with Lawrence Yang, Head of Global Customer Experience, Greater China in Ebay to know the customer experience journey in eBay.
CEM 101: How to make Customer Experience your Winning Edge in the China Market
Chinese customers are becoming increasingly demanding with respect to customer experience; however, consumer and retail companies are failing to keep pace with rising expectations. It is time for companies to invest in customer experience and enhance customer loyalty. Dowanload the article for more information.
Customer Experience Predictions for 2017
Customer Experience Predictions for 2017 looks at how more established subjects such as omni-channel and emotional engagement will develop, and outlines the emergence of newer trends such as biometrics and phygital, and how they impact upon the industry. With Gartner predicting that by 2018 more than 50 per cent of...
NPS: How to Design a NPS System That Matches Your CX Strategy
Net Promoter Score survey has been enthusiastically utilised and analysed across a wide range of industries all over the world for approximately 15 years. The following advice outlines the key elements to consider when designing an NPS system that will help you gauge and then improve your level of consumer...
Rethinking Your Approach To Customer Experience
Rethink. Unify. Innovate. Deliver. These four core pillars of the Customer Experience Management integral to creating great customer experience. Ahead of Asia’s number one customer experience event, we shall be exploring these four areas in a series of articles providing you with a taster of how to approach your customer experience programme.