Almost All Companies In The Asia Pacific Region Utilize Cloud For Customer Satisfaction

JAKARTA - According to the latest report from the company NTT Ltd. entitled 2023 Global Customer Experience Report, reveals that technology adoption can be a bridge for companies to meet customer satisfaction and employee welfare.

"Over the past few years, NTT Ltd has witnessed an increasing link between customer satisfaction and employee well-being, and the need for technology to bridge the two," said Amit Dhingra, Executive Vice President, Managed Network and Collaboration Services, NTT Ltd.

The report found that 92% of companies in the Asia Pacific (APAC) region agree that better employee welfare will directly affect their net profit. Meanwhile, 96% of companies said the same thing about customer satisfaction.

In addition, half (51%) of CEOs in the region also strongly agree that aligning strategies for customer satisfaction and employee welfare will have the maximum impact on their business growth.

To help companies achieve employee welfare and customer satisfaction, many companies are starting to adopt technologies such as cloud, artificial intelligence (AI), machine learning (ML), and automation to their business.

This is proven when the NTT report states that as many as 96% of companies view the use of the cloud as important for achieving employee welfare and customer satisfaction.

Nonetheless, the majority (70%) of companies admit that customer satisfaction interactions will still require some form of human support in the near future, reemphasizing the importance of employee well-being by facilitating them with the right tools and knowledge wherever they work.

96% of companies agree and 44% strongly agree that evolving work patterns and employee engagement will drive demands for technological updates.

"Our data shows that companies that invest in technology to improve customer satisfaction and employee welfare are significantly more likely to be at the forefront. Not only in finance but also in customer and employee satisfaction," he concluded.