Navigating the Future of
Customer Engagement in APAC

Here’s what we discussed:

This roundtable explored the roles modern technologies play in reshaping omnichannel engagement and how businesses in APAC can adapt to these changes. We discussed the importance of seamless integration across various touchpoints to deliver cohesive and personalized customer experiences. Additionally, the session addressed the common challenges associated with integrating AI into customer engagement strategies and proposed practical solutions to overcome these hurdles.

A key focus was on balancing AI-driven automation with the human touch, ensuring authenticity in customer interactions. The discussion was enriched by insights from Braze’s Global Customer Engagement Review (CER), highlighting the technical maturity of APAC brands, their strategic balance between customer retention and acquisition, and the growing prominence of AI in their engagement efforts.

We also looked at opportunities for improvement in customer engagement strategies, particularly in leveraging downstream metrics and customer sentiment to enhance product and brand strategies. This roundtable aimed to equip businesses with the knowledge and tools to navigate the future of customer engagement in APAC, ensuring they remain competitive in a dynamic market.