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Veterinary Reference Laboratories Market Size, Share, Key Players Overview and Geographical Outlook 2026

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The Global Veterinary Reference Laboratories Market is likely to expand in the coming years, according to a report published by Fortune Business Insights, titled “Veterinary Reference Laboratories Market Size, Share and Global Trend By Technology (Clinical Chemistry, Hematology, Immunodiagnostics, Molecular Diagnostics, Others), By Application (Pathology, Bacteriology, Parasitology, Virology, Others), and Geography Forecast till 2026”.

Browse Complete Report:

https://www.fortunebusinessinsights.com/industry-reports/veterinary-reference-laboratories-market-100687

Top Leaders Overview:

Some of the leading companies in the global Veterinary Reference Laboratories Market are

  • IDEXX
  • ANTECH Diagnostics
  • Abaxis, Inc
  • GD Animal Health
  • Zoetis Inc
  • VCA Animal hospitals
  • Greencross Vets
  • NEOGEN CORPORATION
  • Protatek Reference Laboratory

The Global Veterinary Reference Laboratories Market derives growth from a number of factors such as increasing focus on research and development (RandD), increasing investment from leading companies towards RandD. Besides this, increasing regulatory approvals from organizations such as the Food and Drug Administration (FDA) have contributed significantly to the global Veterinary Reference Laboratories Market.

Furthermore, newer drug discoveries as a result of emphasis on RandD have favored the growth of the global Veterinary Reference Laboratories Market and are likely to boost the market in the coming years. Backed by contributions from government as well as private organizations, the global Veterinary Reference Laboratories Market is likely to gain traction in the coming years.

Major Regional Analysis:

North America is likely to emerge as the leading region in the global market. Fortune Business Insights states that Asia Pacific region is likely to exhibit the highest CAGR in the forecast period.

  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East and Africa

Major Segmental Overview:

  • By Test Type
  • By Application
  • By End User
  • By Geography

Get Sample PDF:

https://www.fortunebusinessinsights.com/enquiry/request-sample-pdf/veterinary-reference-laboratories-market-100687

The report offers detailed market analysis and insights for the global Veterinary Reference Laboratories Market. Fortune Business Insights segments the market based on various factors. Besides this, Fortune Business Insights profiles leading market players and predicts market values for the forecast period 2019 to 2026. The report also includes various growth drivers and restrains that had a substantial impact on the global market.

Major Table of Content for Veterinary Reference Laboratories Market:

  1. Introduction
  2. Executive Summary
  3. Market Dynamics
  4. Key Insights
  5. Global Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  6. North America Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  7. Europe Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  8. Asia Pacific Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  9. Middle East and Africa Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  10. Latin America Veterinary Reference Laboratories Market Analysis, Insights and Forecast, 2014-2025
  11. Competitive Landscape
  12. Company Profile
  13. Conclusion

Speak to Analyst:

https://www.fortunebusinessinsights.com/enquiry/speak-to-analyst/veterinary-reference-laboratories-market-100687

About Us:

Fortune Business Insights offers expert corporate analysis and accurate data, helping organizations of all sizes make timely decisions. We tailor innovative solutions for our clients, assisting them address challenges distinct to their businesses. Our goal is to empower our clients with holistic market intelligence, giving a granular overview of the market they are operating in.

Our reports contain a unique mix of tangible insights and qualitative analysis to help companies achieve sustainable growth. Our team of experienced analysts and consultants use industry-leading research tools and techniques to compile comprehensive market studies, interspersed with relevant data.

At Fortune Business Insights we aim at highlighting the most lucrative growth opportunities for our clients. We therefore offer recommendations, making it easier for them to navigate through technological and market-related changes. Our consulting services are designed to help organizations identify hidden opportunities and understand prevailing competitive challenges.

View Related Reports:

Protein Bar Market Global Trends, Size, Share, Industry Growth by Forecast to 2026

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Technology and analytics named top investment priority for CFOs in Hong Kong, a joint KPMG and ACCA survey finds

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Organisations enhancing digital infrastructure for new flexible working arrangements; Firms on the lookout for talent with diverse skill sets

HONG KONG, Oct. 28, 2020 /PRNewswire/ — CFOs in Hong Kong indicate technology implementations, business intelligence and data analysis as their top investment priorities, according to a joint survey by KPMG and ACCA Hong Kong.

The report, titled Looking beyond Business Disruption: Hong Kong’s technology-driven future, surveyed 200 CFOs and finance middle management across various industries, with a focus on how finance functions can refine their existing operating models in order to cope with the current trend for increased technology adoption in Hong Kong.

The survey revealed that organisations have overall coped adequately with the disruption brought about by COVID-19. Finance staff are able to work flexibly away from the office through technology workarounds. However, some survey participants said the level of organisational support to effectively use the implemented technologies can be improved. 

Tracy Shum, Director of Management Consulting at KPMG China, says, "Disruptions over the last year have left a lasting impact on organisations. While many organisations in Hong Kong manage to deliver and show considerable resilience, many others identify areas for significant improvement. The recent prolonged period of business disruption has been a catalyst for finance functions to review their operating and technology strategy. A transformation is required on the organisational structure, people policy and processes to allow finance functions to fully capitalise on their technology investments and manage team welfare."

There is a strong appetite for investment in technology this year. At least 32 percent of all respondents selected technology implementations (18 percent) and business intelligence and data analysis (14 percent) as the top initiatives they prioritise.

The combination of talent and skill sets needed in finance has gradually evolved and organisations are inclined to look for talent specialising in data analytics, technical finance knowledge and management skills. Respondents believe data analytical skills (20 percent), leadership and project management office skills (17 percent), technical accounting and reporting knowledge (15 percent) and technology skills (14 percent) will be the most important skill sets that finance professionals should possess in the next 5 to 10 years.

There is still room for improvement in how they can support finance staff in the face of technological change. Only a third of the interviewees believe technology could help them complete tasks faster and allow workers to focus on other activities. The most critical challenges are deemed to be a heavy reliance on paper (32 percent) and company culture or policies not supporting flexible working arrangements (24 percent). These hurdles pose significant challenges for finance staff to complete their work as usual.

Beyond COVID-19, the increased adoption of technology has already driven senior management to reconsider the role of shared services or outsourcing. Nevertheless, 59 percent of surveyed finance professionals still identified shared services or outsourcing as a requirement given the enhanced focus on technology adoption. In particular, they believe technology can help improve the efficiency of work (22 percent) and make outsourcing more cost-effective (16 percent). Organisations will therefore need to weigh up the opportunity to automate and the best ways to achieve resilience.

Eunice Chu, Head of Policy at ACCA Hong Kong, comments, "Across all sectors, finance functions can benefit from enhancing their operating model to be more agile and fluid. All change comes at a cost, but technology investments will result in medium-term quantitative benefits and improved operational resilience."

About KPMG China

KPMG member firms and its affiliates operating in mainland China, Hong Kong and Macau are collectively referred to as "KPMG China". KPMG China is based in 26 offices across 24 cities with around 12,000 partners and staff in Beijing, Changsha, Chengdu, Chongqing, Foshan, Fuzhou, Guangzhou, Haikou, Hangzhou, Jinan, Nanjing, Ningbo, Qingdao, Shanghai, Shenyang, Shenzhen, Suzhou, Tianjin, Wuhan, Xiamen, Xi’an, Zhengzhou, Hong Kong SAR and Macau SAR. Working collaboratively across all these offices, KPMG China can deploy experienced professionals efficiently, wherever our client is located.

KPMG is a global network of professional services firms providing Audit, Tax and Advisory services. We operate in 147 countries and territories and have more than 219,000 people working in member firms around the world. The independent member firms of the KPMG network are affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. Each KPMG firm is a legally distinct and separate entity and describes itself as such. In 1992, KPMG became the first international accounting network to be granted a joint venture licence in mainland China. KPMG was also the first among the Big Four in mainland China to convert from a joint venture to a special general partnership, as of 1 August 2012. Additionally, the Hong Kong firm can trace its origins to 1945. This early commitment to this market, together with an unwavering focus on quality, has been the foundation for accumulated industry experience, and is reflected in KPMG’s appointment for multidisciplinary services (including audit, tax and advisory) by some of China’s most prestigious companies.

About ACCA

ACCA is the Association of Chartered Certified Accountants. We’re a thriving global community of 227,000 members and 544,000 future members based in 176 countries that upholds the highest professional and ethical values.

We believe that accountancy is a cornerstone profession of society that supports both public and private sectors. That’s why we’re committed to the development of a strong global accountancy profession and the many benefits that this brings to society and individuals.

Since 1904 being a force for public good has been embedded in our purpose. And because we’re a not-for-profit organisation, we build a sustainable global profession by re-investing our surplus to deliver member value and develop the profession for the next generation.

Through our world leading ACCA Qualification, we offer everyone everywhere the opportunity to experience a rewarding career in accountancy, finance and management. And using our respected research, we lead the profession by answering today’s questions and preparing us for tomorrow. 

ACCA now has 27,000 members and 154,000 future members in China, with 11 offices in Beijing, Shanghai, Chengdu, Guangzhou, Shenzhen, Shenyang, Qingdao, Wuhan, Changsha, Hong Kong SAR and Macau SAR. The year 2020 marks the 70th anniversary of ACCA Hong Kong. ACCA will continue its commitment in enabling ACCA members to deliver their best, and developing the accounting profession the world needs.

Find out more about us at www.accaglobal.com/hk70 or follow ACCA Hong Kong on social media: www.facebook.com/ACCA.HongKong | www.instagram.com/acca_hk | www.linkedin.com/showcase/acca-hong-kong | WeChat ID: ACCA_HK

Related Links :

https://home.kpmg

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Thirty-Five Outstanding Vietnamese Business Leaders and Organisations Honored at the Asia Pacific Enterprise Awards 2020

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‎HO CHI MINH CITY‎, Vietnam, Oct. 28, 2020 /PRNewswire/ — Thirty-five outstanding Vietnamese business leaders and organisations were honored at the recently concluded Asia Pacific Enterprise Awards 2020 or APEA 2020.

Thirty-Five Vietnamese Outstanding Award Recipients were honoured at The Asia Pacific Enterprise Awards 2020 - Vietnam Chapter
Thirty-Five Vietnamese Outstanding Award Recipients were honoured at The Asia Pacific Enterprise Awards 2020 – Vietnam Chapter

This is the award’s 14th year, and it is the fourth edition of the APEA in Vietnam. An initiative by Enterprise Asia, the region leading NGO, APEA is the largest regional recognition programme, with over 3,000 nominations received each year, and less than one tenth of that receiving the awards in all 14 markets.

With the theme of ‘Accelerating Growth Beyond Borders’, over 200 attendees were present at the by-invitation only awards ceremony in Vietnam, comprising of industry leaders and dignitaries including Mr. Dante Brandi, Consul General of Italy; Mr. Vincent Floreani, Consulate General of France; Mr. Tomaso Andreatta, Vice-Chairman and Treasurer of European Chamber of Commerce Vietnam; Mr. Mohan Ramesh Anand, Chairman of Indian Business Chamber in Vietnam; Mr. Michele D’Ercole, Chairman of Italian Chamber of Commerce in Vietnam; Mr. Jean-Paul Haessig, President of Swiss Vietnam Association and Mr. Bao Nguyen, President of The Canadian Chamber of Commerce Vietnam.

Over the past thirteen years, over 2,000 of the most senior entrepreneurs in Asia has received the APEA, including Vietnam’s Mr. Dang Van Thanh of TTC Group, Malaysia’s Tan Sri Teh Hong Piow of Public Bank Group and Lim Wee Chai of Top Glove Corporation Bhd, Indonesia’s Mr. Chairul Tanjung of CT Corp and Mr. Mochtar Riady of Lippo Group, Taiwan’s Mr. Douglas Tong Hsu of Far Eastern Group, Thailand’s Mr. Kobchai Chirathivat of Central Pattana PCL and Mr. Rit Thirakomen of MK Restaurant Group, Philippines’ the late Henry Sy of SM Investments and Tony Tan Caktiong of Jolibee Foods Corporation, Singapore’s Mr. Kwek Leng Beng of Hong Leong Group, Hong Kong’s Lui Che Woo of Galaxy Entertainment Group and Dr. Eleanor Kwok of Sa Sa International Holdings Limited, and India’s Mr. Adi Godrej of the Godrej Group and Mr. Rahul Bajaj of Bajaj Group.

Dr. Fong, Chairman of Enterprise Asia said, "The pandemic has also brought about new opportunities in different ways. The crisis showed us that organisations and entrepreneurs that are well prepared can and will find ways to respond to existing or emerging needs." He further added, "It is clear evidence, that responsible, innovative entrepreneurship is an essential driver of growth and prosperity"

Notable winners of the APEA Vietnam chapter include Mr. Tran Hung Huy, Chairman of Board of Directors of Asia Commercial Bank (ACB), and Mr. Nguyen Nhu So, Chairman of DABACO Group, under the Master Entrepreneur Category; An Phat Holdings JSC, FrieslandCampina Vietnam Co., Ltd. and OLAM Vietnam Limited under the Corporate Excellence Category; Nutifood Nutrition Food JSC under the Inspirational Brand Category.

"Vietnam remains one of the fastest growing economies in Southeast Asia. Recently, the Asia Development Bank reported that the Vietnam economy is expected to grow 1.8% in 2020 amid the pandemic and bounce back to 6.3% in 2021. This is owing both to the government of Vietnam taking swift action on the pandemic and the Vietnamese entrepreneurial spirit amongst," Dr. Fong added.

APEA Vietnam is supported by the European Chamber of Commerce in Vietnam (EuroCham); Indian Business Chamber in Vietnam (INCHAM); Snowball Consulting as the Official Implementation Partner; PR Newswire as the News Release Distribution Partner; The Asian Entrepreneur and SME Magazine as Official Media Partner.

RECIPIENT LIST OF ASIA PACIFIC ENTERPRISE AWARDS 2020 VIETNAM

MASTER ENTREPRENEUR CATEGORY

Pham Anh Duong

 

Chairman

An Phat Holdings JSC

Chemical & Plastics Industry

 

Tran Hung Huy

 

Chairman of Board of Directors

Asia Commercial Bank (ACB)

Financial Services Industry

 

Nguyen Nhu So

 

Chairman

DABACO Group

Agriculture Industry

 

Luong Tri Thin

 

Chairman & Chief Executive Officer

Dat Xanh Group

Property Development Industry

 

Ly Anh Duy Quang

 

Board of Director 

GreenFeed Vietnam Corporation

Agriculture Industry

 

Nguyen Quang Huan

 

Chairman

Halcom Vietnam JSC

Facility Management Industry

 

Tran Thi Le

 

Chief Executive Officer

Nutifood Nutrition Food JSC

Consumer Goods Industry

 

Nguyen Duc Thach Diem

 

Chief Executive Officer 

Sai Gon Thuong Tin Commercial Joint Stock Bank (Sacombank)

Financial Services Industry

 

Nguyen Dang Giap

 

President & General Director

The 36 Corporation JSC

Construction Industry

 

 

FAST ENTERPRISE CATEGORY

Archetype Vietnam Limited

Professional Business Services Industry

 

BE GROUP JSC

Transportation & Logistics Industry

 

Nam A Commercial Joint Stock Bank

Financial Services Industry

 

Spartronics Vietnam

Electronics & Electrical Industry

 

Yuanta Securities Vietnam Limited Company

Financial Services Industry

 

 

INSPIRATIONAL BRAND CATEGORY

Asia Commercial Bank (ACB)

Financial Services Industry

 

GreenFeed Vietnam Corporation

Agriculture Industry

 

Nutifood Nutrition Food JSC

Consumer Goods Industry

 

Oriflame Vietnam Limited

Direct Selling Industry

 

TLM Real Estate Corporation

Real Estate Industry

 

YOLA

Education & Training Industry

 

 

CORPORATE EXCELLENCE CATEGORY

Airports Corporation of Vietnam

Transportation & Logistics Industry

 

An Phat Holdings JSC

Chemical & Plastics Industry

 

Apollo Education & Training Organization Vietnam

Education & Training Industry

 

Asia Commercial Bank (ACB)

Financial Services Industry

 

BIDV Metlife Life Insurance Limited Liability Company

Financial Services Industry

 

DOJI Gold & Gems Group

Retail Industry

 

Domesco Medical Import Export JSC

Healthcare, Pharmaceutical & Biotechnology Industry

 

Dong Tay Promotion Corporation

Media & Entertainment Industry

 

FrieslandCampina Vietnam Co., Ltd.

Food & Beverage Industry

 

GreenFeed Vietnam Corporation

Agriculture Industry

 

Halcom Vietnam JSC

Facility Management Industry

 

Hoa Binh Construction Group JSC

Construction Industry

 

Hung Thinh Group Corporation

Property Development Industry

 

Kien A Corporation

Property Development Industry

 

Military Commercial Joint Stock Bank

Financial Services Industry

 

Nam A Commercial Joint Stock Bank

Financial Services Industry

 

Novaland Group

Property Development Industry

 

Nutifood Nutrition Food JSC

Consumer Goods Industry

 

OLAM Vietnam Limited

Agriculture Industry

 

Piaggio Vietnam Co., Ltd.

Manufacturing Industry

 

Sai Gon Thuong Tin Commercial Joint Stock Bank (Sacombank)

Financial Services Industry

 

Seaprodex Refrigeration Industry Corporation (SEAREFICO)

Engineering Industry

 

The Southern Rubber Industry JSC (Casumina)

Automotive Industry

 

UPL Vietnam Co., Ltd.

Agriculture Industry

 

Vietnam Concentrix Services Co., Ltd.

Professional & Business Services Industry

 

About Enterprise Asia

Enterprise Asia is a non-governmental organization in pursuit of creating an Asia that is rich in entrepreneurship as an engine towards sustainable and progressive economic and social development within a world of economic equality. Its two pillars of existence are investment in people and responsible entrepreneurship. Enterprise Asia works with governments, NGOs and other organizations to promote competitiveness and entrepreneurial development, in uplifting the economic status of people across Asia and in ensuring a legacy of hope, innovation and courage for the future generation. For further information, visit www.enterpriseasia.org.

About Asia Pacific Enterprise Awards

Launched in 2007, the Asia Pacific Enterprise Awards is the region’s most prestigious awards for outstanding entrepreneurship, continuous innovation and sustainable leadership. The Award provides a platform for companies and governments to recognize entrepreneurial excellence, hence spurring greater innovation, fair business practices and growth in entrepreneurship. As a regional award, it groups together leading entrepreneurs as a powerful voice for entrepreneurship and serves as a by-invitation only networking powerhouse. The program has grown to encompass 14 countries and markets all over Asia. For further information, visit www.apea.asia

Related Links :

http://www.enterpriseasia.org

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Zendesk and Enterprise Strategy Group report confirms link between customer-centric leadership and business growth in Asia Pacific

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New CX Maturity Scale finds companies using service and support best practices drive dramatically better success and agility in the midst of the COVID-19 pandemic

MELBOURNE, Australia, Oct. 28, 2020 /PRNewswire/ — Zendesk, Inc. (NYSE: ZEN) today released new research in partnership with Enterprise Strategy Group (ESG) that shows how companies in Asia Pacific investing in customer experience (CX) are reaping the benefits. The study found a clear link between organisations with more mature customer experience capabilities, and improved business success in areas such as market share, increased customer spend, and pivoting processes over the last six months.

The new report, CX Champions: How CX Leaders who raise their game are driving business success, surveyed more than 1,000 CX managers and leaders globally – of which 250 were from Australia (N=64), India (N=69), Japan (N=57) and Singapore (N=60) – to better understand their investments in CX. From the research, ESG developed a CX Maturity Scale that segments organisations into three tiers of customer service maturity, based on seven key characteristics that cover how organisations use their support teams, technology and data to drive better performance. The three maturity categories are: Starters, which exhibit zero to three of the seven characteristics; Risers, which have four to five of the characteristics; and Champions, which have at least six of the characteristics in place. 

Key findings from the report show that companies in Asia Pacific (APAC) that invest in CX yield significant benefits, including:

  • Faster growth: Even during the pandemic, APAC Champions were found to be 10.8 times more likely than Starters to have significantly grown customer spend – the highest amongst Champions globally including North America (8.7 times), Europe (7.3 times) and Latin America (6.5 times).
  • Increased market share: The region’s Champions were 4.4 times more likely than Starters to have grown their customer base over the past six months, compared to Champions in North America (3.9 times), Europe (3.6 times) and Latin America (2.3 times).
  • Senior-level support: Champions also secured greater investment and support from senior leadership within their organisation. For example, senior leaders at CX Champion organisations were 4.2 times more likely to see customer service as a differentiator than Starters.

"The pandemic has been a catalyst for organisations to transform in order to sustain and grow their business. Our new research with ESG confirms the clear link between a focus on customer experience and business success. In fact, the business impact of investing in CX is even more pronounced in APAC than in any other regions," said Wendy Johnstone, Chief Operating Officer, APAC, Zendesk. "The accelerated shift to digital means customer expectations have never been higher, and the pressure is on for organisations to respond. The new reality is that delivering exceptional customer experience has become a business imperative for any organisations looking to future-proof their operations."

Adam DeMattia, Director of Custom Research at ESG, said, "Our research identified a clear connection between CX excellence and business growth. Companies that are at the Champion stage of the scale not only see better outcomes in traditional service metrics, such as resolution time and CSAT, but they’re also experiencing positive business outcomes in customer spend, retention, and board-level support of CX as a business priority." 

Less than a quarter of companies in APAC are at the top of their game

The research found that companies in APAC were at varying stages of CX maturity. While most organisations are identified as Starters (48%) or Risers (30%), with significant room for improvement in their customer experience, 22% of businesses in APAC identified as Champions, offering shorter response times, positive customer experiences and greater agility to respond to customers’ needs.

Among APAC countries represented in the research, Indian organisations lead in maturity with 43% of respondents’ organisations being categorised as Champions (relative to 25% of those in Australia, 13% in Singapore, and 0% in Japan).

Performing under pressure (and in a pandemic)

Reflecting on the first half of 2020, when companies globally had to rapidly transition to remote working, Champions were able to easily pivot to enable customer service and support agents to work from home. In fact, Champions in APAC were 14 times more successful than Starters at pivoting to remote work. Over half (56%) of Champions reported the shift to remote working as smooth, while over half of Starters (52%) say the transition could have been better or has been tough.

"Our results show that CX Champions were not only better positioned to manage the transition to remote work, but they also continued to drive positive customer experiences throughout the pandemic. Champions are four times more likely than Starters to report exceeding customer satisfaction (CSAT) targets," added Johnstone. "While the future remains uncertain and unpredictable, it’s clear what organisations need to do to stay ahead – increase their ability to be more agile, invest in CX, and always be ready for constant change."

To prepare for the future and adapt to unforeseeable economic and societal disruptions, CX teams in APAC are putting the processes in place now and those leading the pack are feeling significantly more prepared for ‘what’s next’. Champions are 17.5 times more likely than Starters to be very confident in their organisation’s ability to handle future disruptions.

Five lessons from Customer Champions

For businesses aspiring to move to the next stage of the CX Maturity Scale, the research calls out five trends that are consistent among Champions:

  1. Building a culture focused on CX, driven from the top down: Champions agreed more strongly that CX is a critical business priority. They also have greater involvement from senior business leaders with over a third of Champions in APAC reviewing CX Metrics with C-Suite executives on a daily basis – 7.8 times more likely than Starters.
  2. Don’t forget your people: Service and support continue to be an area of focus among leaders, with agents at Champion organisations in APAC receiving an average of about a day of additional days of training per year than Starters.
  3. Data-centric support delivers: Champions place a focus on KPIs and metrics to guide their support decisions. In the APAC region, 74% of Champions state their KPIs can be reported in real-time.
  4. Automation and AI is making an impact: Responding to the increased volume of data and rising customer expectations, 43% of Champions in APAC make use of automated methods of building and updating cross-channel customer profiles. AI tools, such as automated chatbots, are also making an impact on support performance.
  5. Investing in CX success: When asked about plans for the next 12 months, nearly three-fifths (59%) of Champions in APAC expect their organisation’s spend on CX tools and technology to increase significantly, versus just 7% of Starters.

"As we see the trend that Champions are taking the steps to invest more in their tools, team and processes for CX success, Starters not only have the challenge of catching up to their competition in customer service, but also ensuring the gap doesn’t widen," added DeMattia. "To make these gains, it will be critical for leaders at lagging organisations to make the most of their budgets by learning from their more mature peers and investing in the areas that can drive the greatest impact on their CX maturity."

Additional Resources

  • For more information, download the global report, CX Champions: How CX Leaders who raise their game are driving business success, here
  • Check out the virtual event, "Go From CX Starter to CX Champion" here
  • Read the blog content series on how businesses can achieve CX maturity here
  • Find out if your organisation is a Starter, Riser or Champion by taking the quiz here

Methodology 

To gather data for this report, ESG conducted a comprehensive survey of business decision makers responsible for ensuring and enhancing customer service and support at their organisations. Organisations represented spanned the globe, including North America (N=256), Europe (N=250), Asia (N=250), and Latin America (N=256). Organisations represented were split between SMBs (those with <100 employees, N=500), midmarket organisations (those with 100-999 employees, N=255), and enterprises (those with 1,000 or more employees, N=257). The survey was fielded between July 14, 2020 and August 8, 2020.

About Zendesk

Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.

About ESG

Enterprise Strategy Group is an IT analyst, research, validation, and strategy firm that provides market intelligence and actionable insight to the global IT community. Learn more at www.esg-global.com

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