KPMG: Consumers highlight integrity, personalised interactions as key to best CX KPMG: Consumers highlight integrity, personalised interactions as key to best CX KPMG: Consumers highlight integrity, personalised interactions as key to best CX

Personalisation is a key driver to both loyalty and advocacy for Malaysian consumers as they now understand how technology can be leveraged by brands to personalise the buying experience, according to KPMG International.

Alvin Gan, Head of Management Consulting of KPMG in Malaysia, observed that customers have a much larger say in today’s Malaysian market compared to pre-pandemic times. Brands now recognise the importance of keeping their customers engaged, and this revolutionised how we think of customer experience.

Learn more about the findings from KPMG’s Global Customer Experience Excellence 2021 via The Sun Daily.