Next Generation CX: AI & the orchestrated experience

The latest edition of this report reveals how companies in six key sectors in Hong Kong have performed in 2023 across six pillars of customer excellence: personalisation, empathy, expectations, resolution, time & effort, and integrity.

The report reveals how customer behaviour and expectations have evolved in post-pandemic Hong Kong. While the rising cost of living has had an impact, respondents also expect increasingly seamless and personalised consumer experiences.

Businesses in Hong Kong have successfully risen to the challenge, with a year-on-year overall improvement of 3.2% in Customer Experience Excellence. This report breaks down the performance across the different sectors and pillars, and highlights the ten best performing brands.