Free Report

The state of tech and the customer experience: How APAC leaders are approaching growth in today’s economic climate

In this report where we surveyed 1,000+ APAC marketing leaders, we’ll explore why a superior CX leads to increased revenue, and how customer-facing teams can drive impact for sustainable business growth.

Download Now

Customers' expectation of CX are increasing - how can brands win in this new era?

In today’s economy, B2B and B2C buyers are spending less due to skyrocketing costs, so their purchases have to be worth it. Expectations for brands are higher than ever. It goes beyond the quality of a product — when consumers have near-infinite options, the customer experience (CX) a company provides is the crucial differentiator. There’s an opportunity for businesses to win customers, increase recurring revenue, and lower operating costs by evolving how they attract and engage their customers.

99%

of marketing decision makers in Australia and Singapore have shifted strategies to meet higher CX expectations
51%

of companies have had to restructure customer-facing teams to meet customer expectations
40%

of quarterly budgets are estimated to be spent on technology that improves the CX, on average

This in-depth report will cover:

The role of technology in delivering a superior CX for B2B and B2C organizations
Why rising customer expectations are changing how brands approach the customer experience
Why leaders need to prioritise CX to drive business growth
How retaining and re-engaging existing customers can cut acquisition costs in half and drive sustainable growth
Where companies can improve on CX
Breaking down the costs of CX and the bottom line

Customer experience was core to what we were doing and how we were differentiating ourselves. The big point of difference we took to market was customer experience and customer support. Being able to attract and retain customers by nailing the customer experience helped Sendle scale and win some of the market from one of the oldest brands in the region.

Laura Hill

Managing Director, Australia at Sendle
Implement a pilot run of a potential solution before implementing it organisation-wide. After seeing positive results, this enables stakeholder buy-in, which is crucial in ensuring that the solution would be adopted in the business. A great customer experience is a cross-functional effort, which can lead to a dedicated Customer Experience team being set up to pilot and drive the CX forward.

Eleanor Tan

Chief Customer Officer
Technology can enable companies to develop unique experiences for top customers through segmentation. Working closely across marketing, customer success, service, and support teams, and finding out which emerging customers are engaged in their journey.

Ljubica Radoicic

Director of APAC Marketing and Customer Success
No one person owns the customer experience — everybody’s responsible and plays a part. But then who has the power to spearhead it? At HubSpot, we added the Chief Customer Officer (CCO) role, who the marketing, sales, customer success, and revenue operations teams report to. This way, the CCO can truly align the organisation and understand the customer’s challenges from every angle.

Kat Warboys

Marketing Director, APAC

Download Now

HubSpot uses the information you provide to us to contact you about our relevant content, products and services. HubSpot will share the information you provide to us with the following partner, who will use your information for similar purposes, including its own marketing: LinkedIn. You may unsubscribe from LinkedIn communications at any time. For more information, check out LinkedIn's privacy policy.