Change has never been this fast and will never be this slow again. Asia Pacific is the fastest growing region in the world with rapid consumer evolution and evolving digitally-minded young populations. However, amidst this proliferation of data, machines aren’t reducing the role of humanity, they’re amplifying it. Understand the future of customer relationships across Asia Pacific and how to meet the constantly evolving demands of your customers.

1. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
The Future of Customer
Rela1onships
Peter Harris
EVP & Managing
Director, Asia Pacific
Vision Cri1cal
Ying Xin
Director, Customer Success
Asia Pacific
Vision Cri1cal

2. What are the emerging technologies in Market Research?
Ray Poynter, The Future Place
Festival of
#NewMR 2018
NewMR 2018 Sponsors
Pla1num
Gold
Silver
Communica1on
Your name here?
S1ll 1me to be a
2018 NewMR Sponsor

3. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Change has never happened
this fast before, and it will
never be this slow again.
Graeme Wood
Australian digital entrepreneur and
philanthropist

4. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
The Age of Authenticity
By 2025 the ‘survey’ as we know
it will be obsolete.

5. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Even amidst all this change,
machines aren’t reducing
the role of humanity,
they’re amplifying it

6. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Ultimately,
it’s about the
Relationship

7. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Long-term
customer
relationships
Greater
customer
lifetime value
Being customer-led means
building better customer relationships

8. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
87%
17%
Want more meaningful
Relationships with
brands
Think brands deliver
Source: Edelman Brandshare Report

9. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
• Transactional
• Point-in-time
• Static
• Silo-ed
• Linear
• Short term
• Impersonal
• Slow
• Value only to the brand
• Relationship driven
• Overtime
• Dynamic
• Interconnected/continuous
• Circular
• Long term
• Personal/authentic
• Agile
• Value to the brand AND the participant
The Old Way The New Way
MR needs a new relationship with the customer and enterprise

10. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018

11. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
INSIGHT
Community Engagement:
Makes customers feel like the brand values them
1
Feel
appreciated
when brands
listen
93% Enjoy
share backs
89% Feel
valued
88%

12. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
“The community makes
me feel wanted and
appreciated. I give honest
feedback because I want
to make a difference.”

13. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Customers participate for
many reasons: intrinsic
motivation, desire to make
an impact, be a part of
something special, and a
chance to learn, etc.
The result drives better
business decisions, greater
customer relationships, and
ultimately, greater customer
lifetime value.
Vision Critical provides Customer
Relationship Intelligence software
A platform that brings together customers who will help your company create better
products, improve services and enhance their cumulative experiences across
multiple channels over time.
Value
to the
brand
Value
to the
member
Shared value

14. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
The Customer Relationship
Intelligence Flywheel
ASKSHARE
KNOW

15. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Artificial
Intelligence

16. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Pruden1al
Namrata Jolly
Head of Customer and Digital
Prudential Singapore
“The PRU for You
online community
has completely
transformed the
way in which we
engage with and
collect customer
feedback.”
28%
increase in
overall product
revenue year-
on-year
17point
increase in
customer
satisfaction year-
on-year

17. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Jeffrey Loke
Vice President of Pricing and Commercial Strategy
Changi Airport Group
“Service and customer experience are core
elements of our DNA. Through Changi
Insiders, we connect with our customers in a
two-way dialogue where customers can
engage and share their experiences with
us directly, driving ongoing insights.”

18. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Ying Xin
Director, Customer Success
Asia Pacific
Vision Critical

19. The Future of Customer Rela1onships
Peter Harris and Ying Xin, Vision Cri1cal
Festival of
#NewMR 2018
Q & A
Sue York
NewMR
Peter Harris
EVP & Managing Director, Asia
Pacific
Vision Cri1cal
Ying Xin
Director, Customer Success
Asia Pacific
Vision Cri1cal

20. What are the emerging technologies in Market Research?
Ray Poynter, The Future Place
Festival of
#NewMR 2018
NewMR 2018 Sponsors
Pla1num
Gold
Silver
Communica1on
Your name here?
S1ll 1me to be a
2018 NewMR Sponsor