“Now, here, you see, it takes all the running you can do, to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that!” — the Red Queen, Through The Looking-Glass
I was reminded of this quote from Lewis Carroll’s book when analyzing the results of our very first Customer Experience Index (CX Index™) research in Singapore a few days ago. We will present the results of this extensive survey of more than 7,000 consumers in Singapore on August 29 at our CX Singapore 2018 Forum, so I won’t divulge any result in this post. However, let’s just say that firms in Singapore will have to do a lot more and a lot faster to delight empowered Singapore customers.
On August 29, we will hold our third CX Forum in Singapore. You probably already know Forrester’s obsession with helping our clients define customer-obsessed strategies that drive revenue growth. This year’s CX Singapore Forum will follow through on this mission and help you understand how you and your CX team can become the engine of growth for your organization.
This is what you can expect at the CX Singapore 2018 Forum this year:
- CX Index Singapore results. You will learn how Singapore customers perceive the quality of their experience across channels in retail banking, auto/home insurance, airlines, and federal government. You will also understand how these experiences strengthen customer loyalty — or don’t.
- CX game changers. We have secured the participation of CX leaders from Bluebell Group, DBS Bank, Johnson & Johnson, Sephora Digital, and Volvo Construction Equipment. These leaders will share how their organizations have moved from applying cosmetic changes to renovating their organizational structure, culture, and talent capabilities.
- CX thought leaders. We have some of the best Forrester analysts on CX and digital coming from the US, Australia, China, and Singapore to share with you their latest research on CX measurement architecture, CX innovation frameworks, and cultural transformation methodologies as well as emerging technologies such as artificial intelligence and blockchain and their roles in driving customer experience and engagement quality.
- CX transformation enablers. Last but not least, we have a great lineup of leading technology vendors and agencies — including Avanade, Genesys, HCL Technologies, NICE, Quadient, Vision Critical, VML, and Zendesk — that will share how they and their clients perceive the role of technology as key enablers of successful CX transformation initiatives.
I am really excited to welcome once again the entire CX community in Singapore coming from many different countries across Southeast Asia and beyond. I look forward to having thought-provoking, game-changing discussions with you all. Make sure you register here to secure your seat at an event that looks to be oversold.