Digital CX: The inevitable customer service shift for APAC

As the COVID-19 pandemic becomes endemic, customer experience (CX) has become more important than ever for companies.

Organisations have made digitisation mission-critical in the last 12 months but there is one outlier to this trend – customer service (CS) or the larger-in-focus customer experience (CX).

For many, the events of last year exposed gaps in business capabilities...