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Digital disconnect in customer engagement in ASEAN

Abandon the human connection at your own risk​

Overview

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Even in the digital age, human interaction remains a vital component of customer satisfaction, according to our 2016 Global Consumer Pulse Survey. Companies wrongly assume that their digital-only customers are their most profitable. Hence they over-invest in digital technology and channels and lose their most profitable customers—multi-channel customers—who want experiences that cover both digital and traditional channels. Companies need to rebalance their digital and traditional customer services investments if they want to improve loyalty, differentiate themselves and drive growth.

 

Marketing Inforgraphic

Marketing Infographic

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