Genesys, an omnichannel customer experience and contact center solutions developer, has released its 2016 Internet-of-Things (IoT)-Enabled Customer Experience (CX) Report for Asia-Pacific, a study that surveyed nearly 500 leaders across six key industries within 11 Asia Pacific (APAC) countries, according to the announcement.
According to the study, Southeast Asian companies scored slightly lower in IoT-enabled CX maturity when compared to the APAC average, but were on par with the region in terms of deployment and readiness.
The study was commissioned by Genesys in partnership with Frost & Sullivan; the report presents the companies’ insights into how companies in APAC perceive Internet of Things (IoT) and to what extent they are adopting tools to enhance customer experience. The research also examines the way organizations view IoT as a key enabler in enhancing customer experience and their readiness to take advantage of this emerging technology.
This market’s maturity was primarily impacted by a lower perceived value of IoT-enabled CX, where just 27 percent reported a belief that IoT improved CX efforts and only about a third said it offered more benefits than costs. In more positive news, almost half of the surveyed companies reported currently exploring or considering plans to tap into IoT for CX. In fact, Southeast Asia tied with India as the second-highest number of companies that had implemented IoT-enabled CX or were implementing a trial.
“Our research confirms organizations in this region recognize that IoT can provide valuable customer insights and deliver richer customer experiences,” said Keith Budge, SVP, APAC, Genesys. “And in spite of the lower perceived value in Southeast Asia, we are pleasantly surprised that a high number of organizations either are evaluating ways to adopt IoT-enabled CX solutions or already have implemented trials.”
The report revealed that 83 percent of respondents across APAC have some level of familiarity with IoT and nearly 50 percent believe IoT is important in enhancing CX. Despite this, only 15 percent have implemented anything.
To download a copy of the full report, click here.
Edited by
Alicia Young
