Improving CX in 2021: 3 requisites for APAC financial services firms
COVID-19 stress-tested the robustness of APAC banks’ governance structures, crisis management plans, as well as adaptability to customer expectations. Forrester’s CX Index results show how APAC financial services firms have quickly adapted their CX in response. Still, it has not been enough to move the needle beyond just meeting customer expectations.
Moderated by Riccardo Pasto—an expert in CX with more than 15 years of research and consulting experience throughout Asia-Pacific—this discussion will focus on best practices and common challenges garnered from CX leaders and exclusive research.
- How can new ways of working, collaboration, and CX skills be fostered across an organisation?
- How do companies unlock customer insights to drive action and boost empathy for their customers?
- How can technology be leveraged to better serve customers across touchpoints and at time of need?