The Value of Customer Experience: Rethinking Customer Journeys for Indonesia’s Consumers

For many, the ongoing COVID-19 pandemic ushered in a world unlike any other we ever experienced. As vast chunks of the global economy are temporarily shut down, much of daily life shifted from the physical world to the virtual one and enterprises are forced to find new ways to work. Vaulting to the top of the agenda for many enterprises are ongoing efforts to reimagine the customer experience (CX), which has emerged to be a critical differentiator amid
the pandemic.

Offering products or services alone will no longer suffice; enterprises must provide their customers with satisfactory experiences. With the increasingly high expectations and demands for exceptional customer support, it is imperative for businesses to understand and look at the various areas contributing towards customer experience, as it would allow them to devise an extensive customer engagement strategy which will reduce existing and potential gaps with customers.