This report examines the hidden costs of point-solution chaos in businesses across Asia-Pacific when implementing customer experience (CX) solutions. The use of data is crucial for CX as it enables personalization and prevents customer churn. However, the piecemeal approach most brands take when introducing new technologies often creates data integration problems, resulting in point-solution chaos. This leads to incomplete data sets and disjointed customer profiles, which are major challenges for CX practitioners in the Asia-Pacific region. The report aims to address these challenges and provide solutions for businesses looking to improve their CX.
