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Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
Time for a Digital Revolution in the Women’s Health Market
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Benchmarking Industry Excellence in Delivering a Superior Customer Experience
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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in Malaysia. The country continues to capitalize on the growing number of retail bank users in Southeast Asia as many individuals rely on banking services and products for both personal and business uses. Frost & Sullivan’s Customer Experience Management study in the banking sector explores customer experience among banking providers in Malaysia. The study focuses on the critical factors that influence customer behavior throughout the three stages of their retail decision-making journey: pre-purchase, purchase, and post-purchase. For each stage, the study evaluates the key parameters that contribute to customers’ decision to purchase from and transact with a retail bank as well as their preferred channels or touchpoints.Author: Edurra Talib
Indonesian Banking Customer Experience Management Study 2021
Indonesian Telecommunications Customer Experience Management Study 2021
Improving Customer Journeys with Biometric Authentication Systems
Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021
Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean
Customer Experience Management Study—Malaysian Telecommunications Sector 2021
Conquering the Budget Struggle for Contact Center Transformation
Maintaining Brand Loyalty as Digital Channels Thrive Amidst the COVID-19 Pandemic
Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth
Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020
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