Search Results
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Report Transformation Goes Pragmatic
Key Takeaways From Forrester's Singapore And Hong Kong Predictions 2019 Events
Forrester's Predictions 2019 events in Singapore and Hong Kong highlighted the major trends, opportunities, and challenges that companies will face and must address in 2019. This report outlines...
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Report Demystifying Financial Metrics For CX
January 2, 2019 | Tom MouhsianCustomer experience (CX) professionals must trace CX outcomes to core financial metrics in order to establish the material impact of CX performance and initiatives that aim to drive CX quality. For...
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Report A Cautionary Tale: Why Digital Monopolies Need Strong CX Too
Weak Customer Experiences Threaten Grab's Dominance In Singapore
When Uber exited Southeast Asia in exchange for a 27.5% stake in homegrown digital darling Grab, few questioned the bright future that lay in store for Grab. But the three months since the merger...
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Report Hardwire Customer Experience To Financial Performance
CX Pros In Financial Services Must Connect Metrics To Money
August 30, 2018 | Tom MouhsianSenior business leaders in the financial services industry measure success with metrics like return on equity, net income, and risk-adjusted allowances but don't know how customer experience (CX)...
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Report The Singapore Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? In our inaugural Singapore Customer Experience Index (CX Index) report, we reveal the complete rankings...
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Report How To Set Up An Effective CX Training Program
Follow Three Key Steps To Ensure That Your CX Training Delivers Optimal Impact
May 29, 2018 | Tom MouhsianCustomer experience (CX) strategies can be derailed by lack of preparation, poorly defined business context, and difficulty aligning the time spent on one-off training workshops with the value they...
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Report Case Study: Prudential Put Customers First And Revitalized Its Business Performance
Scale Customer Experience Quick Wins To A Total Business Makeover
January 26, 2018 | Tom MouhsianCreating a vision for customer centricity as a strategic company objective is easy; executing a wide-ranging transformation program to enable customer centricity is much harder. Prudential is at an...
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Report Create Experiences That Have The Power To Transform
Look Beyond Customer Experience Quick Fixes In Pursuit Of Higher Value
July 25, 2017 | Tom MouhsianCustomer expectations are rising faster than ever. But customer experience (CX) professionals still dedicate most of their effort to trying to catch up by incrementally improving the features of...