CX: Miao Song
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Recorded in advance of Customer Experience Management Asia, Miao Song joins us to share her thoughts on the digital transformation journey. There are two perspectives on which to focus- the external perspective- how is the organization connecting with customers in a digital fashion. There, you’re looking at customer-centricity and how you can improve digital engagement. And of course the internal perspective where you focus on digitalizing internal business processes, continuously driving improvement, automate internal processes to create an efficient organization and so on. A third focus would be building advanced analytics capabilities across the organization supported by big data.
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