Customer experience trends in Asia that will mould e-commerce ahead

Mukta Lad

CleverTap’s Meenakshi Ganesh examines the customer experience trends that will shape e-commerce going forward at FUTR Asia 2021.

Customer experience is an important aspect of e-commerce, says Meenakshi Ganesh, director – customer success (APAC), Clevertap, who discussed the five trends that will define the space ahead at the recent FUTR Asia 2021 summit.

Ganesh began by defining customer experience as the sum of every touchpoint, engagement, thought or feeling that is exchanged by the customer and a brand as experienced from the customer’s perspective.

She explained: “There’s no one way to go about creating a superb digital experience for your audience. Every brand has to create its own customer experience, which reflects its vision, value proposition and brand...

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