Delivering an exceptional experience in a digital world

Originally aired: 2pm AEDT, Thursday 9th December 2021

The forthcoming State of CX in APAC Report, by Genesys, reveals significant discrepancies between what a consumer values in a CX interaction, and what organisations are prioritising. Bridging this gap will be key for delivering an exceptional experience in a digital world.

The report shows that personalisation is a powerful driver of share of wallet and customer advocacy. 83% of customers are likely to purchase additional or repeat items from the same company.

However, with more reward comes more risk. Whilst consumers want streamlined experiences tailored to their needs, more than 60% say that data privacy and protection is the issue that matters to them the most. They also prefer that agents have as little access to personal information as possible during interactions.

Dr Steve Nuttall hosts for this webinar joined by Claire Beatty from Genesys, as they discuss the implications of the State of CX APAC Report.


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Dr. Steve Nuttall
Director - Fifth Quadrant

Steve Nuttall heads up Fifth Quadrant’s customer experience research and insights team. He has more than 25 years working in various senior roles advising blue chip organisations and agencies across Europe, Asia and Australia.

Claire Beatty - Thought Leadership - Genesys


Claire Beatty
Senior Director, Thought Leadership - Genesys

Claire leads Thought Leadership for Genesys, writing about innovation across the customer journey, digital transformation, AI and the future of work. She previously held editorial roles at MIT Technology Review and the Economist Intelligence Unit. Claire lived in Singapore for years and is now based in Nairobi, Kenya.

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