Best Practice Report

A Framework For Helping Customers In Crisis

How 26 Firms In Asia Pacific Created New Standard Operating Practices For Business As Unusual

June 1st, 2020
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
Amit Bhatia, null
Amit Bhatia
With contributors:
Frederic Giron , Ashutosh Sharma , Tom Mouhsian , Riccardo Pasto , Jinan Budge , Meng Liu , Sam Higgins , Xiaofeng Wang , Zhi-Ying Barry , Sukriti Dangi

Summary

Crisis reveals character. Right now, businesses are showing their character as they respond to unprecedented change in near real time. As governments order whole sectors to shut down, customer experience (CX) professionals and their firms must change how they operate in order to win, serve, and retain customers facing uncertain cash flows and limited freedom of movement. Read this report to see examples of how 26 B2C and B2B firms in Asia Pacific are changing their policies and strategies to support customers in tumultuous times.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.