CX 2021 – APAC Edition
Published in Experts Insights CX 2021 APAC Edition
By- Jacqueline P Mundkur
#1: AI-driven customisation and personalisation
“The move to customisation and personalisation facilitated by AI will gather momentum in the
coming year, and CX strategy and practice will reflect this. Organisations should be assessing
how best to incorporate AI in their customer service in order to retain customer context and
serve them accordingly.”
#2: The enhanced value of technology in CX
“Technology adoption in customer service will move further to the forefront in the postpandemic world. The emphasis on efficiency will mean higher adoption of chatbots and
voice-based solutions. The importance of CX will be further underpinned by a realisation of its
increasing potential to revenue contribution.”
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