Customer experience (CX) is going digital. But digitalized CX is no longer enough for creating memorable engagements with lasting relationships. To bring unique customer satisfaction, businesses are embracing the Total Experience—where CX is integrated with Employee Experience (EX), User Experience (UX), and Multi Experience (MX).
This integrated Total Experience approach aims to drive EX with automation and efficiency, enable simplified UX by reducing friction, and deliver exceptional CX via multiple touchpoints and personalized MX. To bring this integration into reality, businesses are turning towards customer communication management (CCM) platform to transform the way their employees work and the way they communicate with customers.
FUJIFILM Business Innovation Hong Kong (FUJIFILM BI HK) has recently gathered IT leaders, technology providers, and R&D experts to explore the opportunities and challenges for Hong Kong businesses to start the journey of integrating Total Experience.
Norris Chan, General Manager, Consultancy, FUJIFILM BI HK shared how enterprises can embrace the trend of Total Experience at our C-suite Executives Event.
“60% of leading organizations will differentiate their CX by delivering memorable digital engagements and recreating physical experiences. Making this shift means businesses need to embrace a Total Experience, an integrated experience using EX, UX, and MX technologies.”
Norris Chan, General Manager, Consultancy, FUJIFILM BI HK
Aaron Everingham, Vice President Sales and Operations, CXM Asia Pacific, International Operations, Quadient shared about the success of collaboration with FUJIFILM BI HK via video at our C-suite Executives Event.
“Customers in the region are investing in technologies and services to reimagine and redesign the customer journey. We offer a powerful capability to help organizations transform the way they communicate and engage with customers. Our collaboration with FUJIFILM BI HK has resulted in the successful deployment of CCM solutions across multiple industries, including the financial services sector, where 60% of our customers are international insurance companies.”
Aaron Everingham, Vice President Sales and Operations, CXM Asia Pacific, International Operations, Quadient
Tatsuya Nakamura, Managing Director, FUJIFILM BI HK (left) presented a certificate of appreciation to Alan Cheung, Senior Director, ASTRI (right) at our C-suite Executives Event.
“Quality data has never been more important. Data brings automation of repetitive processes, allowing employees to focus on customers. We also need lots of quality data to know your customer better, facilitate better data analytics, and drive personal recommendations across multiple channels.”
Alan Cheung, Senior Director, Hong Kong Applied Science and Technology Research Institute (ASTRI)
Your journey to embrace Total Experience starts here, contact us here!