This report provides an overview of how APAC brands are using predictive customer experience (CX) techniques to retain customers in a highly competitive market. The report highlights that 95% of APAC CX practitioners surveyed confirm that customers are more willing than ever to switch brands when unsatisfied. To address this, APAC companies are leveraging machine learning and predictive analytics to develop proactive customer experience management capabilities. By analyzing historical data, such as browsing histories and purchasing behaviors, predictive analytics can identify likely outcomes to support business decisions, improve operational efficiency, and prevent customer churn. The report concludes that predictive tools provide insight into the potential twists and turns of customer journeys, allowing companies to pre-empt customer needs and improve customer engagement and brand reputation.
