TechTalk #117 : Multichannel Customer Experience to Boost Customer Loyalty and Revenue Potential

13:30-16:30 21 September 2019
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Indonesia is a very mobile-centric market. The Wall Street Journal mentioned that Indonesians install on average 4.2 messaging apps in their handphones and in another study by We Are Social, Indonesians are proven to be one of the highest and most active social media users in Southeast Asia. It is therefore not surprising that Indonesian consumers are spending a major part of their lives on mobile phones; from interacting with friends to making purchases on the things they need. Convenience, on-the-go, multichannel/omnichannel, real-time, bite-size and customized are some of the key values that consumers today are expecting to get from businesses. The best Customer Experience (CX) today takes all these expectations into account.

“CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester, one of the most influential research and advisory firms in the world. It’s predicted that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. According to McKinsey, customer-experience leaders gain rapid insights to build customer loyalty, make employees happier, achieve revenue gains of 5 to 10 percent, and reduce costs by 15 to 25 percent within two or three years. With this in mind, we have invited speakers from various sectors to share more about how online shops are able to provide a great CX for their customers and in turn, directly/indirectly impact their topline. In essence, we will be discussing “Multichannel CX for Online Shops”

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