More than 7 in 10 firms to prioritise ‘customer experience' more in 2021

More than half of businesses will invest in CX software more this year.

Customer experience has been more crucial than ever to business success, according to more than seven in 10 local Singapore firms as they prioritise it now more than they did last year.

The recently released Customer Experience (CX) trends Report 2021 of customer service software firm Zendesk has revealed that “the most successful companies are adopting new technology at record speed.” In APAC, more than half (53%) of organisations cited plans to invest in CX software more this year.

In Singapore, the average rate of weekly support requests surged by 22% since the beginning of th COVID-19 pandemic.

Meanwhile, almost half of customers (49%) in Singapore mentioned that experience has been “more important” to them now than it did a year ago.

Findings from the study also have indicated that “83% of Singaporeans will take their business elsewhere following bad experiences” and “81% of Singaporeans are willing to spend more with a company that offers a good customer experience”, the highest rate amongst the Asia Pacific region.