1、The State of Customer Experience Key findings:Asia-Pacific2The State of Customer Experience in Asia-PacificIntroductionGenesys surveyed consumers and customer experience(CX)leaders globally to create“The State of Customer Experience”report.The report shares what consumers expect and value from servi

2、ce interactions,and the challenges and opportunities facing CX leaders as they deliver customer and employee experiences.Here are highlights from our survey findings in the Asia-Pacific region.Consumers in Asia-Pacific agree with the statement that“a company is only as good as its service”but there

3、are differences from country to country.Regionwide,consumers are less likely to agree(76%)than consumers globally(82%).Consumers in Australia/New Zealand(83%),China(81%)and India(85%)are more likely to agree with this statement than consumers globally.In Japan(73%),Singapore(76%)and particularly Sou

4、th Korea(56%),CX leaders in the region have an opportunity to bolster company reputation through good customer experiences.3The State of Customer Experience in Asia-PacificConsumers who say“a company is only as good as its service”(responses marked“somewhat agree”or“strongly agree”)0%Asia-PacificGlo

5、balANZIndiaJapanSingaporeSouth KoreaChina20%30%40%50%80%60%90%70%10%83%81%73%76%56%85%76%82%4The State of Customer Experience in Asia-PacificWhat consumers value from service interactionsConsumers in Asia-Pacific value a fast response as the most important aspect of a service interaction.In our surv

6、ey,50%ranked fast response as the most valuable aspect,compared to 48%globally.First-interaction resolution which ranked first globally was the second most valuable aspect for Asia-Pacific consumers,followed by the professionalism and friendliness of the agent.Attributes valued in a customer service