Trend that has been taken place in Vietnam currently is building and improving the customer experience. KPMG 2021 report has stated that incorporating customer experience into business’s development strategy will continue to remain focused by C-level in 2022. The report also indicates that enterprises in the market today are continuing to exploit new technologies that enhance customer experience and increase customer satisfaction.
When entering digital economy, how do enterprise assess the need to develop a digital transformation strategy that focusing on “Building a superior customer exeprience”? During implementation, are there any barriers or challenges that preventing enterprises from building superior customer experience? What benefits enterprises receive when applying technology to the “building superior customer experience” strategy?