Leveraging Technology to Enhance Customer Experience
The customer has become increasingly influential in determining businesses’ strategies and shaping their reputations across the globe. For Southeast Asia’s SMEs in the retail and hospitality sectors, focusing on the customer experience has become even more important to the future of these businesses. However, research has found that companies in Southeast Asia have significant ground to cover to improve customers’ perceptions of their experiences as consumers rank their experiences at an average of 50 percent of the potential score. In fact, ASEAN SMEs shared with Epson that managing customer experience was one of the top five business challenges they faced. Companies need to start making smart investments in technologies that will help them deliver the experiences customers expect in order to stand out in a competitive market. The technologies contributing to better customer experiences Among the key trends influencing customer spending and preferences in Asia today are personaliz
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