Neal Burge of Cognopia a renowned  leader in data driven transformation originally from Southampton, England, educated at Oxford University and with 11 years resident in in Singapore discusses what makes Singapore CX unique.

• With 75% of Singapores workforce working in small businesses and 20% of Singapore residents being from elsewhere like Britain, India, China etc on short, medium or longer term residency Singapore has botha unique consumer base and unique workforce and business to business culture with very complex persona and segmentation requirements.
• Hear how the concept of “the customer is always right” has been a relatively recent phenomena in the past 10 years accelerated by global brands like Amazon and the generational divide this has caused in experience expectations.
• And why larger businesses have traditionally not focused on building long term relationships and loyalty.
• How language differences in translation, like Singlish,  impact experience understanding.
• How experience expectations are driven by “Kiasu” . the Hokkien / Singapore equivalent of FOMO (Fear of Missing Out) 
• And “Kiasi” which is Hokkien for a tendency to be overly timid or averse to being the first to  try something.
• Why Neal’s single most important action to help companies improve experiences is to resolve problems with data integration and data availability across channels to support experiences.

Resources

• Cognopia

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