Frost & Sullivan Webinar

Asia Pacific SMB Customer Service Trends

Aspirations, Technological Maturity and How to Meet Changing Customer Expectations

On-Demand Webinar

Customer experience is a top priority for organisations big or small, to stand out in a competitive business environment. Genesys commissioned Frost & Sullivan to survey the Asia Pacific market including over 400 business and IT decision makers in 13 countries. The results of the survey revealed the critical gaps between customer service strategy and actual competencies that may be hindering efforts for great customer experience.

Join the webinar to review findings of the research and learn:

  • What is the business imperative of delivering better customer experience
  • What defines a good customer experience
  • How customer service technology is changing, and what SMB contact centres should consider
  • How to bridge the gap between customer service strategy and organisational competencies
  • What are the steps for digital transformation and supporting customers in their channel of choice
  • How to avoid adding siloed technologies, and instead create an integrated multichannel approach
  • How to mitigate the challenges SMBs face in their customer service transformation
  • The key metrics for SMBs when measuring customer experience strategy success

Meet the Speaker

Krishna baidya frost & sullivan

Krishna Baidya
Associate Director
Digital Transformation
Frost & Sullivan Asia Pacific

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