Mae Emuslan has been at Toku for four years when she first started off as our NOC Engineer, and evolved into her present role as a Voice Engineer. As Toku turns four, she reflects on how the company’s diversity has helped her team achieve new highs.
As we enter a post-pandemic environment, customers perceive more proactive service standards and personalised interactions as a given. To support this demand, organisations must evolve their communication channels. However, there is a significant gap in our understanding of what exactly Singapore consumers prefer in terms of communication methods.
This is why Toku recently commissioned an independent consumer engagement research report surveying the Singapore market. Our survey results reveal some striking insights that will help customer support and CX (Customer Experience) leaders get a real feel for what consumers really want in an interaction.
Ultimately, these insights on consumer engagement will be useful to any decision-maker whether they may be revisiting their CX strategy or building it from scratch.