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Dec 16, 2023 / 22:46

Customer experience is core of economy, experts say

Today, customer experience is regarded by business leaders as a critical strategic initiative that delights customers, drives loyalty, and contributes to increased profits.

The customer experience (CX) is the primary driver of business model evolution, reported the Global CX Summit: Customer Experience Trends and Strategies 2024, which was recently organized in Hanoi by the FPT School of Business and Technology, FPT University and the CXM@MSU Center, Michigan State University.

The conference was an annual specialized event, attracting many attendees, including international and domestic experts, business administrators, directors and CEOs.

This conference showcased cutting-edge trends that will shape and revolutionize the CX field for years. It also provided a platform for participants to collaborate on effective solutions for businesses in real-world scenarios.

 Hoang Nam Tien, Vice Chairman of Vice Chairman of the School Council at FPT University, speaks at the summit. Photo: The Hanoi Times

Hoang Nam Tien, Vice Chairman of the School Council at FPT University, said that the development of leading corporations has proven that the focus of change in business models is customer experience.

“Creating customer experience comes from economic requirements. As more goods were created, the competition began to become more intense. Good and cheap products are not enough. Good service is needed. Having good service is not as important as having different and good customer experiences, even separate experiences. That is the first step of the new economy: Experience economy,” he said.

At the conference, most delegates said that businesses consider customer experience an important strategic initiative to satisfy customers, keep them loyal, and boost profits. Additionally, leaders and administrators of corporations in technology, retail, fashion, telecommunications, and others shared practical experiences in customer experience.