Key trends and issues in Asia Pacific related to digital customer engagement, digital fatigue, personalization, and the trust gap between brands and consumers, as we approach a cookieless world.
Cloud communications platform Twilio recently released the latest edition of its State of Customer Engagement Report, which surveyed 3,450 business leaders and 4,500 consumers across 12 countries, including Australia, Japan, and Singapore.
The study found that the past two years have spurred an unprecedented acceleration of digital transformation for business-to-consumer (B2C) companies in the region, advancing their digital strategies by an average of 6.8 years. Companies that invested in digital customer engagement also saw an average increase in total revenue of 61%, on top of the positive impact on customer retention and trust.
More key findings – on digital customer engagement, personalization, the trust gap, and digital fatigue in a soon-to-be cookieless world – can be found in this infographic.