PodChats for FutureCIO: How inclusion deepens customer experience in 2024

CXOInsights by CXOCIETY

In Asia, the importance of inclusion in enhancing customer experience cannot be overstated. With its diverse population comprising various ethnicities, cultures, languages, and traditions, creating an inclusive environment is crucial for businesses to effectively cater to their customers' needs and preferences.

By embracing diversity and fostering inclusion, companies can better understand the unique perspectives and requirements of their customers, leading to more personalized and tailored products and services.

In this PodChats for FutureCIO, we look at how inclusive practices play a significant role in building trust and loyalty among customers in Asia. And how by incorporating inclusive strategies in their operations, businesses can tap into new market segments and reach a wider customer base.

Ultimately, prioritizing inclusion not only enhances the overall customer experience but also contributes to the long-term success and sustainability of businesses in the diverse and dynamic market landscape of Asia.

Joining us on PodChats for FutureCIO is Ms Jacqueline Guichelaar, SVP & GM, Customer Experience, APJ & GC, Cisco.

1. The IWD2024 theme is inclusion. How would you relate “customer experience” and inclusion?

2. Specific to IWD2024, to what extent does this sense of belonging, relevance and empowerment exist in your organisation? In your role? In the society/community you live in?

3. What is the most prevalent obstacle to inclusion (narrowing to CX)?

4. Drawing from your experience, what can learn in terms of achieving inclusion (narrowing to CX)?

5. Your role has two faces: internal (marshalling your team) and external (customers and partners) How will you inspire inclusion (in your function/in the enterprise)?

6. How do you plan to elevate your commitment to inspiring inclusion?