Best Practice Report

Customer Service Shines Through The Crisis

How Top Firms In Asia Pacific Differentiated With Customer Service For Better Customer Experiences

January 19th, 2021
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Sukriti Dangi , Bill Nagel


As businesses coped with a string of crises in 2020, customer service was a crucial part of the response; sometimes, it was the only point of contact for customers in trouble. We interviewed three well-known brands in Asia Pacific (APAC) brands to understand how their customer service leaders stepped up to these challenges. Customer experience (CX) pros should read this report to gain insight into how these brands’ service teams responded to the situation and the results they achieved; CX pros can put these key lessons to work within their own organization.

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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.