Olivia Parker
Aug 2, 2018

'Experimental' Asia leads world in uptake of customer-experience tools

Faced with an increasingly large array of customer-experience tools, companies can learn from APAC, which is way ahead on adoption, according to a new study by Bain & Company.

A JD.com drone delivering a package in Sichuan, China

Asia-Pacific is well ahead’ of more developed markets in adopting customer experience tools, finds the first survey of its kind by management consultants Bain Company.

The survey, conducted in collaboration with Research Now, asked executives at 700 companies around the world about 20 tools used to enhance the customer experience’. These included sensing’ tools like face and voice recognition or sentiment analysis acting’ tools such as augmented reality and delivery drones and managing’ tools...

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