Firms prioritizing customer obsession witness significant advantages such as higher revenue growth and better customer retention and employee engagement. Forrester's data suggests substantial returns on investment for companies embracing customer-centric approaches. Despite ongoing efforts, financial service firms in SEAHK struggle with delivering seamless customer experiences due to technological complexities and organizational barriers. To address these challenges, ServiceNow commissioned Forrester Consulting to assess customer expectations and the role of workflow solutions in driving CX excellence, conducting surveys with consumers and customer service agents in the APAC region, particularly in SEAHK.

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