Aug 27, 2024 · Chinese retail places significant emphasis on customer centricity, seeing it as crucial for success in a highly competitive market. Leading companies like Alibaba and JD use big data and AI to offer personalized experiences, contributing to Alibaba’s $109.5 billion …

May 22, 2023 · Customer-centric approaches have helped new tech companies ramp up large user bases, increase sales, increase user stickiness, expand their ecosystems and shape their brand image. Let’s look at some instructive examples.

Jul 28, 2022 · Chinese consumers expect a customer centric shopping experience. Chinese consumers make up 35% of the luxury retail sector consumed globally (FW, 2020). Chinese consumers have become a lot more self-aware after the initial impacts of a socially distant society were experienced in 2020.

Oct 16, 2020 · A Chinese steel manufacturer systematically transformed its operations to be customer-centric—and in the process, improved its bottom line.

In our first KPMG China Customer Experience Excellence report, we look in detail at the state of customer experience in China to understand what market leaders are doing to drive success. Many of our clients prioritise customer centricity and …

Our first KPMG China Customer Experience Excellence report focuses on mainland China and Hong Kong customers to find out what they value most when interacting with brands, and understand what other factors are important for organisations to successfully deliver a market-leading customer experience.

Dec 10, 2024 · In this customer-back business model (CBM), cross-cutting digital capabilities generate new ways to create customer value that are accessible to and informed by every functional area in an organization.

Jun 20, 2022 · Amid weakening consumer demand and intensifying competition, Alibaba is betting on consumer spending to spur growth. While Alibaba now has 1 billion annual active consumers (AACs) in China—a historic milestone—the tech giant was also approaching market saturation.

Dec 3, 2021 · Chinese customers are driving more and more global trends in luxury. Chinese millennials are sophisticated customers with high expectations of personalised experiences. Local luxury shopping is on the rise. Digital natives reinforce business models like resale and rental.

Jul 16, 2024 · In this context, Chinese banks are increasingly emphasising improving the customer experience and advancing the business through third-party collaboration supported by AI technologies. In fintech, Chinese banks leverage GenAI, data analytics, and anti-fraud to traverse macroeconomic headwinds.