November 18 to 20, 2023, the 19th Annual Conference of the Mystery Shopping Providers Association (MSPA) took place in Hong Kong under the theme: “Global Perspectives: Adapting Mystery Shopping to Diverse Markets”. The event brought together senior leaders, managers, and customer experience experts from prestigious organizations across various countries, including the United States, Dubai, Australia,...
On the morning of August 4, 2024, at the CAPELLA Wedding and Conference Center in Ho Chi Minh City, the conference “Effective Internal Management – Enhancing Customer Experience in the Digital Age” took place with the participation of more than 150 managers from Nam A Bank. With over 10 years of experience in implementing customer...
On the morning of August 2, 2024, in Ho Chi Minh City, the management board of SYCA Joint Stock Company (SOI.Pro brand), led by Mr. Nguyen Huy Binh, General Director, visited the new headquarters of Shinhan Bank. They conducted a meeting to share experiences in customer service quality assessment and customer experience enhancement at the...
Google has discovered up to 85% of the customer journey goes through multiple channels, starting on one channel and ending on another. It is easy to see that omnichannel journeys are becoming mainstream. Hence, building an omnichannel contact center for businesses is extremely critical. What is a multi-channel contact center? An omnichannel contact center is...
61% of consumers say that they will switch to a brand competitor immediately after a bad experience, and 76% will decide to switch to a competitor brand after several bad experiences (Zendesk CX Trends Report 2022). One of the ways to research competitors effectively and thoroughly is to use Mystery Shopping. The following are the...
The NPS satisfaction index has been a commonly used method for businesses over the past decade. But in fact, most businesses today are only using NPS to measure customer satisfaction. However, with more than 10 years of experience in the field of customer experience, SOI.Pro believed that customer satisfaction stems from employee satisfaction with the...
Please fill in your information on the registration form so we can send you a report. Download full document SOI.Pro has conducted a survey to assess Vietnam’s consumption trends in 2023. The report will include consumption trends in Vietnam in 2023 and factors that will affect customer satisfaction. This report has been conducted in the...
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