Peng mentioned that businesses need to ensure that their digital efforts are at pace to customers’ needs. Dorothy Peng is Partner, Customer Strategy & Design at Deloitte Southeast Asia, where she advises clients across the region for customer strategy and design matters. She has over 17 years of experience leading teams across innovation, digital, brand, products and services, and marketing and communication. She has also previously led a global innovation consultancy across Asia, including markets in Singapore, Indonesia, Japan and China. Peng is part of the esteemed panel of judges for the Asian Experience Awards 2024. Speaking with the awards programme, she shares her thoughts on how customer engagement shapes digital transformation agenda, trends in customer expectations, the importance of brand messaging in shaping customer experience, as well as practices leaders should adopt to ensure this is attained. Given your experience advising on digital strategies across Southeast Asia, how do you see digital transformation shaping the future of customer engagement in the region? In my opinion, the opposite should be the case. Customer-centric engagement should shape the digital transformation agenda, giving us clues as to what and how to design and create for greater business impact. As customers’ preferences […]
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