The Ministry of Health has issued a notice detailing how villages in Laos are to be divided into three color-coded zones in accordance with Covid-19 infection severity.
Thai Ministry Says Vaccinations For Tourists in Laos is Fake News
Claims that Thais could enter Laos and receive free vaccinations against Covid-19 have been labeled fake news by Thailand’s public health ministry.
Achiko completes initial shipment of AptameX, its progressive Covid-19 diagnostic test, to Indonesia, delivering 77% sensitivity at low viral loads
- Production of first 1,000 AptameX test kits is concluded in Singapore (initial capacity to test 10,000 patients per day).
- AptameX delivers sensitivity of 77% (95% CI: 75.94 – 79.24) at a high industry CT score of 28.3, which is comparable to current lateral flow rapid tests.
- Moving to complete product registration in Indonesia and progressing to securing a CE mark in Europe with a view to approvals and sales in Q3 2021.
ZURICH, SWITZERLAND – EQS Newswire – 20 May 2021 – Achiko AG (SWX:ACHI, ISIN CH0522213468) completed production of the first 1,000 AptameX test kits and has commenced shipment to Indonesia. The Company also announces favourable preliminary Covid-19 diagnostic testing results at a high CT score; even at low viral loads, AptameX proves to be highly sensitive.
Against the background of the expansion of its production capacities in Singapore, Spain, Taiwan and Indonesia, the distribution of the test kits represents an important milestone for the Company, made possible after AptameX recently received a distribution certificate via Achiko’s joint venture partner PT Indonesia Farma Medis (“IFM”) in Indonesia. The Company is progressing forward with product registration and final validation trials, ensuring full test kit availability in early Q3 2021. Achiko’s and IFM’s joint venture company PT Achiko Medis Indonesia will undertake the initial rollout of AptameX and the mobile app Teman Sehat in Indonesia. Achiko earns a profit share relative to its 50% holding and a 10% licensing fee from gross sales.
“In geographies with little vaccination coverage, an ultra low cost, accurate testing service is crucial to both ensure safety and restore confidence in workplaces and public spaces amongst consumers, tourists and within manufacturing,” said Steven Goh, Chief Executive Officer of Achiko. “We believe that working together with our partners, reaching just 2% of Indonesia’s population of 270 million may be possible later this year. At 3-5 tests per person per month, that potentially equates to 15-25 million tests per month in Indonesia alone, producing an initial revenue stream of USD 30 – USD 50 million a month.”
In addition, Achiko reports that the testing of AptameX achieved 77% sensitivity (95% Confidence Interval (CI): 75.94 – 79.24) at a favourable CT score of 28.3, from both in-vitro tests in Spain and the subsequent Indonesian field testing of proprietory AptameX chemistry. These tests were conducted in a 96-well plate format and run against RT-PCR.
Scientifically, a CT value signals the number of cycles for a sample to go through to amplify and bring up the viral DNA to a traceable level. Consequently, the higher the CT score, the lower the viral load that can be detected. Currently, used CT score categories are low (<18.5), meaning the viral load in a sample is high, normal (18.5-25) and high (>25), meaning the viral load in a sample is low. It is encouraging that Achiko’s result of 77% sensitivity at a CT score of 28.3 is comparable to all lateral flow testing kits already in the market. The Company expects to announce further improvement on these numbers by a factor of at least 10% and at much higher CT scores.[i]
This breakthrough now sees Achiko undertaking selectivity and stability studies in Europe as a precursor to seeking full CE mark registration in Q3 2021. Following the CE mark registration, Achiko will respond to commercialisation interest across Europe, Asia, the Middle East, Africa and the Americas.
These achievements for Achiko underscore the Company’s commitment to developing a rapid, accurate and cost-effective solution to diagnose those with Covid-19. The investments Achiko has made in transitioning from a fintech to a healthtech diagnostic company are beginning to show promise; the technologies of AptameX and Teman Sehat offer an extraordinary solution to managing further outbreaks of Covid-19 and other diseases in the future. Achiko can respond and act swiftly to global public health crises, not least in developing countries.
“I’m confident Achiko will shortly achieve its goal to deliver a diagnostic test that is available to the entire global population,” stated Mr Goh. “The road of transforming the Company to a healthtech entity has not been without its challenges, however, we are now encouraged and excited by the results and our recent pace of execution.”
Achiko has now shipped the product, and is in the process of obtaining regulatory approval in its initial target market of Indonesia and subject to that approval, the Company will be releasing it to market in Q3 2021. Achiko has invested millions in developing technologies for an accurate diagnostic that will dramatically shorten the time it takes to test and detect Covid-19, and not least at a fraction of the price of current solutions. The Company remains absolutely committed to delivering a product that stands up to the rigours of scrutiny and WHO standards.
Achiko will reinvest revenues in technologies developed as complements that enhance and expedite the safe and effective diagnosis of Covid-19, whilst working hand in hand with vaccine production and roll out. At the current rate of production, vaccination coverage extends to approximately 7% of the globe; which is significantly short of herd immunity.
“Our team has been working around the clock to produce a reliable diagnostic test that helps contain the spread of Covid-19, on order that we help improve the livelihood and socio-economic impact of populations severely hit by this dangerous disease,” said Dr Morris S. Berrie, President of Achiko. “Overcoming some early misinterpretations, we have now further elucidated those data results, and we are nothing short of exhilerated about the impact we can have, not least in those parts of the world that are most in need. Achiko is far from a one-trick pony; and we will be enhancing our current technology and putting out a broader range of related diagnostics as the year progresses.”
“Biomedtech/biopharmaceutical companies are working in close collaboration with government agencies and other stakeholders in the quest to beat Covid-19,”, Dr Berrie added. “Everyone has a unique role to play in combatting this pandemic and we are confident that diagnostics have a critical part to play, and that in accordance with the ‘Covid-19 Swiss Cheese model’[ii], it is a combination of technologies, particularly together with vaccination, that will succeed in overcoming the virus.”
[i] Guglielmi, G: Rapid Coronavirus tests: a guide for the perplexed, 202-205 Nature, Vol 590, 11 February, 2021
Boum, Y et al: Performance and operational feasibility of antigen and antibody rapid diagnostic tests for COVID-19 in symptomatic and asymptomatic patients in Cameroon: a clinical, prospective, diagnostic accuracy study, Lancet Infect Dis 2021 online, March 25, 2021
Mak, G et al: Evaluation of rapid antigen detection kit from the WHO Emergency Use List for detecting SARS-CoV-2, J. of Clin. Virology, 134 (2021) 104712
Mak, G et al: Analytical sensitivity and clinical sensitivity of the three rapid antigen detection kits for detection of SARS-CoV-2 virus, J. of Clin. Virology, 133 (2020) 104684
[ii] Mackay, Ian M. (2020): The Swiss Cheese Respiratory Virus Defence
About Achiko AG
Achiko creates and develops new innovations in healthcare technology through its biotechnology division, AptameX, and its sister digital mobile health technology division, Teman Sehat. The Company has created a unique telehealth capability that provides user-friendly diagnostic testing integrated with a digital passport solution for the management of Covid-19.
AptameX comprises of DNA aptamer-based technology that is cost-effective, chemically synthesised and widely applicable to the evolving diagnostic field of healthcare. Together with the digital mobile health app Teman Sehat, Achiko is developing potential technologies that seek to deliver rapid, affordable diagnostic testing for a range of pathogenic diseases and therapeutic indications. The AptameX technology is licensed from Regenacellx.sl and Achiko has exclusive commercialisation rights.
Headquartered in Zurich, Achiko has offices in Hong Kong, Jakarta, Seoul and Singapore.
Further information can be found at www.achiko.com.
If you have any questions regarding the Company, please contact us.
Disclaimer
This communication expressly or implicitly contains certain forward-looking statements concerning Achiko AG and its business. Such statements involve certain known and unknown risks, uncertainties and other factors, which could cause the actual results, financial condition, performance or achievements of Achiko AG to be materially different from any future results, performance or achievements expressed or implied by such forward-looking statements. Achiko AG is providing this communication as of this date and does not undertake to update any forward-looking statements contained herein as a result of new information, future events or otherwise.
#Achiko
Dramatic Rise in Numbers of People Concerned about Nature Loss as ‘Eco-Wakening’ Grips the Globe
New global research, conducted by the Economist Intelligence Unit (EIU) and commissioned by WWF, shows that public interest in, and concern for nature has risen markedly (16%) in the past five years and continues to grow during the COVID-19 pandemic.
Farmer Poisons Own Cows After Mixing Fertilizer With Water
A cattle breeder in Bokeo Province has witnessed the death of his crop after feeding fertilizer to cows in the hope of fattening them.
Design Spectrum of Hong Kong Design Centre Presents “Brand New Youth” Exhibition A Tribute to Our Future Selves
Good Designs Never Age
HONG KONG SAR – Media OutReach – 20 May 2021 – The term “Hau Sang” (young) in Cantonese is commonly used to address young people with another meaning of “rebirth”. With good designs, we can always stay youthful even after we have entered the second half of our life. From the interplay of these concepts, Design Spectrum, which is launched by Hong Kong Design Centre (HKDC) and sponsored by Create Hong Kong of the Government of the Hong Kong Special Administrative Region, presents a design exhibition themed “Brand New Youth” at 7 Mallory Street from 13 May to 18 July.
The exhibition consists of five zones, providing innovative, innocent and interactive platforms to let visitors pay tribute to their future selves through experiencing the lives of the elderly: visitors can empathise with their daily challenges through specially designed tools and appreciate the many excellent designs made for them. The exhibition also features stories behind the craftsmanship of classics and a commissioned work “Beat of table & stool”, as well as docent tour services by retired elderly and kid duos, themed workshops and a sharing session to promote inter-generational harmony, wisdom and energy that can be regained through “Brand New Youth”.
“Brand New Youth” Exhibition: A design testing ground for cross-generational integration
The “Brand New Youth” Exhibition is curated by OHMYKIDS and co-curated by Littleurbanmountain Design. Its narrative is presented in a progressive approach, as the curators believe growing old is definitely not a mundane process; and good designs can freeze time and overturn the society’s stereotypes of the elderly. People of all ages can benefit from this educational and interactive exhibition: young visitors at the exhibition can draw inspirations from the experiences of the silver-haired, while senior citizens can find resonance by revisiting the many classic designs of their age. Designed by Littleurbanmountain Design, the exhibition is specially equipped with round-shaped display installations of varying sizes to enhance accessibility and convenience of visitors. Also, sufficient lighting and large, legible description texts are provided to facilitate reading of the panels for enjoyment.
Five major zones: Go on an inspirational journey through “Brand New Youth” designs
Zone 1: Experience before getting old
The curators believe that design should be people-centred, and all good designs are certainly driven by empathy. Young visitors and children can put on elderly experience simulation suits designed by Eldpathy and use the interactive tools jointly created by Enable Foundation x Pascal Anson to ‘feel’ the day-to-day mobility challenges of seniors.
Zone 2: The story of us and design
This zone presents the design stories of 10 silver-haired seniors compiled by CR2 903 radio host Amber Au, including the owners of the century-old woodworking store Sze Cheung, 100-year-old umbrella factory Leung So Kee, Woo Ping Optical, ceramic factory Castle Peak Dragon Kiln, Yiu Wah Plastic Film Advertising Company which produces signboards in a font called “Lee Hon Kong Kai”, Oi Mee Chee Fashion, Yau Yin Tong Chop Engravery, Luen Shing Foundry, PAPA Shoes and Hang Yue Jadeware. These owners have all come across many good designs that had an impact on their lives and were subsequently inspired to create more exceptional products. Visitors can come and savour these design stories celebrating the time and efforts they put into cultivating these iconic brands.
Zone 3: Evergreen Showroom
Visitors can wander through the two classic scenes of stores and cinemas from the good old days, which accompanied many Hong Kong people as they grew up. They can witness the rebirth of an old cinema palace as the wrecking crew rebuilds the masterpiece to its modern elegance with Paul Shepherd (HKBU, Academy of Film)‘s film documentary and also revisit many well-known and evergreen designs that are still in use today: Red A egg lamps, mosaic tiles, Vitasoy milk warming cabinets, weighing scales and weighing cards, cinema seats, handbills and so on. All of these represent a formidable collection of folk wisdom spanning an epoch.
Zone 4: Guess What
In the interactive game area set up with three large, unique roller-shaped installations, visitors can participate in a Q&A interaction and listen to the stories behind several classic and innovative designs guided by the voice of seniors and children.
Zone 5: Design for Future Us
Many impressive designs tailor-made for the elderly have been launched through the years. The exhibition will showcase more than 30 pieces of contemporary, forward-thinking designs and products exclusively curated for the elderly sourced from Hong Kong and around the world from four major aspects – namely apparel, food, living and transportation – to demonstrate the ability to combine empathy and professional skills in designing thoughtful products for bettering the elderly’s standard of living. Among them, the WHILL Model Ci electric wheelchair from Culture Homes, which won the Gold Award of the DFA Design for Asia Awards 2018, will be unveiled for the first time at an exhibition hosted by HKDC in Hong Kong.
Commissioned work “Beat of table & stool”: Concerts amid the City’s Hustle and Bustle
From 13 May to 30 May, the commissioned work “Beat of table & stool” created by Ng Ka- chun@MUDWORK will be displayed on the G/F public open space at 7 Mallory Street. Light and flexible in design, the cheap yet practical folding tables and stools can be seen anywhere around Hong Kong like at home or in street food stores, representing a classic and humble example of folk wisdom. These popular old-style folding tables and stools have been transformed into a series of musical instruments after re-design and remodification. Visitors are welcome to join in the fun and express their musical talents by slapping the musical instruments with their hands to fill the venue with powerful sounds. During the exhibition, Haw Par Music String Orchestra & Haw Par Music Jazz, Four Gig Heads Percussion Group (Angus Fu and Musicians) & Music therapist Carol Cheung, and the Hong Kong Youth Percussion of HKFYG will stage professional concerts using the stunning pieces.
Free docent tours, workshops and sharing session: Experience “Brand New Youth”
During the exhibition, Design Spectrum will be organising 10 free guided tours, a range of workshops and a sharing session for people of all ages. Led by Walk In Hong Kong, retired seniors and children who have undergone professional training will act as docents to guide visitors around the five major zones. Free workshops include the Parent-Child Cheongsam/Qipao-style Bib Workshop hosted by Rhys; an IDK Design Thinking Workshop: “A Tale of Two Generations” Interactive Theatre led by Eldpathy; “This is not a stool” Workshop where the instructor Ng Ka-chun@MUDWORK will demonstrate how to play the musical instruments modified from Hong Kong-style folding stools. Besides, a number of designers and start-ups serving the elderly will also be invited to the “Future Us” Sharing Session to divulge their experiences and introduce their unique designs for the “Brand New Youth”.
More information about the “Brand New Youth” Exhibition and various activities are set out in the attachment. For more details and to pre-register, please visit www.designspectrum.hk.
Appendix: Event Happenings of “Brand New Youth” Exhibition*
Brand New Youth” Exhibition
Date |
13 May to 18 July |
Time |
10am to 7pm, Monday to Sunday |
Location |
3/F, 7 Mallory Street, Wan Chai (Free Admission) |
Commissioned Work “Beat of Table & Stool”- Ng Ka-chun@MUDWORK
Date |
13 May to 30 May |
Time |
10am to 10pm, Monday to Sunday |
Location |
Public Open Space, 7 Mallory Street (Free Admission) |
Ng Ka-chun@MUDWORK : “This Is Not a Stool” Workshop
Date |
22 May 2021 |
Time |
3/F, 7 Mallory Street, Wan Chai |
Audience |
Aged 18 or above |
Quota |
8 pairs (2 pax/ pair) |
Application |
Free Registration – https://www.designspectrum.hk/ |
Walk In Hong Kong: Docent Tours by Elderly & Kid
Date |
23, 29, 30 May, 27 June, 4 July |
Time |
3/F, 7 Mallory Street, Wan Chai |
Application |
Free Registration – https://www.designspectrum.hk/ |
Music Concerts : Chill with “Beat of Table & Stool”
Time@ 3pm-4pm |
23 May – Music Therapist@Carol & Guitarist 30 May – HKFYG Hong Kong Youth Percussion |
Location |
Public Open Space, 7 Mallory Street, Wan Chai |
Rhys: Parent-Child Cheongsam/Qipao-style Bib Workshop
Date |
19 & 20 June |
Time |
2/F, 7 Mallory Street, Wan Chai |
Audience |
Aged 15 or above and retired elderly |
Quota |
5 pairs/ session (2 pax/ pair) |
Application |
Free Registration – https://www.designspectrum.hk/ |
IDK Design Thinking Workshop: “A Tale of Two Generations” Interactive Theatre
Date |
2 & 10 July |
Time |
2/F, 7 Mallory Street, Wan Chai |
Audience |
10 pairs/ Retired elderly & kid aged 6-10 (guardianship not necessary) |
Application |
Free Registration – https://www.designspectrum.hk/ |
“Future Us” Sharing Session
Date |
16 June |
Time |
2/F, 7 Mallory Street, Wan Chai |
Application |
Free Registration – https://www.designspectrum.hk/ |
*In light of the current COVID-19 situation and for the health and safety of participants, precautionary measures will be adopted for the “Brand New Youth” Exhibition and its extended events, and the above schedule is subject to possible change or adjustment. For the latest updates, please visit the official website at https://www.designspectrum.hk/.
Pre-registration is required.
About Design Spectrum
Design Spectrum is a new initiative organised by Hong Kong Design Centre (HKDC) and sponsored by Create Hong Kong (CreateHK) of the Government of the Hong Kong Special Administrative Region (HKSAR Government) to foster a good design culture in the community. Located in a revitalised cluster of Grade 2 historic buildings at 7 Mallory Street, Wan Chai, Design Spectrum features year-round exhibitions, exchanges, design appreciation and other promotion programmes to cultivate a creative atmosphere, while nurturing local creative capital. It serves as a unique public face for HKDC to strengthen linkages with the community and partners locally, in other cities of the Guangdong-Hong Kong-Macao Greater Bay Area, ASEAN cities and overseas, and contributes towards creative and cultural tourism. (Website: http://www.designspectrum.hk)
#DesignSpectrum
New Qualtrics study reveals what Singaporean consumers want in the post-pandemic world
Customer satisfaction in Singapore exceeds global average
Post-pandemic, consumers will increasingly expect great experiences across whichever channel they choose
SINGAPORE – Media OutReach – 20 May 2021 – New research released today from Qualtrics (Nasdaq: XM), the world’s No.1 Experience Management (XM) provider and creator of the XM category, reveals how consumer behaviour and expectations are changing in Singapore, and the new experiences businesses should provide to meet the needs of consumers today and in the future.
The new study from the Qualtrics Experience Management (XM) Institute, “2021 Consumer Trends in APAC”, examined the perspectives of 1,000 consumers in Singapore. The study highlights how companies will need to rewrite their playbooks to deliver great online, in-person, and hybrid experiences to attract and retain customers.
“Across the world and especially in Southeast Asia, we are seeing customer preferences and expectations evolve at a rapid pace. If businesses are going to adapt and thrive in this new environment, they need to understand the ‘how’ and ‘why’ behind these shifting behaviours, and then use the insights to proactively design and continually improve offline and online experiences for their customers,” said Harish Agarwal, Head of CX Solutions & Strategy for Qualtrics in Southeast Asia.
“Our research shows that consumers are not going back to the way things were,” said Bruce Temkin, Head of the Qualtrics XM Institute. “Consumers have adapted to a new, digital-first landscape, and the experiences that they have with brands across digital channels directly impact their purchasing decisions. In order to be successful, organisations need to prepare for the future instead of trying to recreate the past.”
Study Highlights for trends in Singapore:
- Consumer satisfaction in Singapore exceeds the global average. Three-quarters of consumers in Singapore (73%) said they were satisfied with their brand interactions, in comparison to 66% globally. Grocery stores (76%), and medical clinics (76%) both delivered the highest levels of satisfaction, followed closely by banks and streaming services (both 75%).
- Consumers went digital, and most of them are not going back. Having embraced new digital channels for most engagements during the pandemic, there is now a clear differentiation between what behaviours consumers will continue to adopt and which ones they will revert to – if at all.
○ Consumers in Singapore are going back to face-to-face engagements for more personal interactions, such as exercise classes and religious services, or catching up with friends and family.
- ○ Transactional and self-serve engagements – including online retail and grocery shopping, using food delivery services, online banking, contacting customer support, online education, and streaming content – is expected to increase. Consumers also said they expect to continue accessing medical advice online.
- Customer service is an important differentiator. Consumers are more discerning than before about their purchasing choices, and organisations need to do more than market the quality or price of their products and services: 19% of consumers would prefer to buy from an organisation that treats them well.
- Consumers increasingly expect great experiences across multiple platforms. Organisations need to invest in delivering quality customer service and meet customers where they are – whether that’s online, in-person or somewhere in between: 30% through self-service, 28% of consumers expect to resolve support issues over the phone, 25% in person, and 17% through online chat.
- Satisfaction breeds trust and advocacy. Positive experiences inspire greater levels of trust and advocacy among consumers. Consumers who have good experiences with organisations in critical industries — such as education systems, hospitals/medical clinics, and government agencies — are more likely to trust them. And when consumers trust an organisation, they’re more likely to recommend them to friends and family, helping to attract new customers.
Organisations must continue to change and adapt to the changing consumer expectations in the post-pandemic environment. To do that at scale, organisations will need experience data – what consumers say they want and expect —to stay ahead of customer expectations and design the experiences that attract and retain them.
Additional Information:
- Full version of the global report: 2021 Global Consumer Trends
- Learn more about Qualtrics for customer experience: www.qualtrics.com/customer-experience/
About Qualtrics
Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category, is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 13,500 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
#Qualtrics
New Qualtrics study reveals what consumers in the Philippines want in the post-pandemic world
Customer satisfaction in the Philippines exceeds global average
Post-pandemic, consumers will increasingly expect great experiences across whichever channel they choose
MANILA, PHILIPPINES – Media OutReach – 20 May 2021 – New research released today from Qualtrics (Nasdaq: XM), the world’s No.1 Experience Management (XM) provider and creator of the XM category, reveals how consumer behaviour and expectations are changing in the Philippines, and the new experiences businesses should provide to meet the needs of consumers today and in the future.
The new study from the Qualtrics Experience Management (XM) Institute, “2021 Philippines Consumer Trends”, examined the perspectives of 1,000 consumers in the Philippines. The study highlights how companies will need to rewrite their playbooks to deliver great online, in-person, and hybrid experiences to attract and retain customers.
“Across the world and especially in Southeast Asia, we are seeing customer preferences and expectations evolve at a rapid pace. If businesses are going to adapt and thrive in this new environment, they need to understand the ‘how’ and ‘why’ behind these shifting behaviours, and then use the insights to proactively design and continually improve offline and online experiences for their customers,” said Harish Agarwal, Head of CX Solutions & Strategy for Qualtrics in Southeast Asia.
“Our research shows that consumers are not going back to the way things were,” said Bruce Temkin, Head of the Qualtrics XM Institute. “Consumers have adapted to a new, digital-first landscape, and the experiences that they have with brands across digital channels directly impact their purchasing decisions. In order to be successful, organisations need to prepare for the future instead of trying to recreate the past.”
Study Highlights for trends in the Philippines:
- Consumer satisfaction in the Philippines exceeds the global average. Almost three-quarters of consumers in the Philippines (72%) said they were satisfied with their brand interactions, in comparison to 66% globally. Fast-food restaurants (85%) and Grocery stores (82%) both delivered the highest levels of satisfaction, followed closely by streaming services (81%).
- There will be a snap back from digital behaviours. Having embraced new digital channels for most engagements during the pandemic, there is now a clear differentiation between what behaviours consumers will revert to or continue to adopt – if at all.
- ○ Consumers in the Philippines said they expect to do less of the new digital behaviours they adopted during the pandemic as things return to normal – including online retail and grocery shopping, using food delivery services, contacting customer support, online education, and streaming content
- ○ The only behaviour consumers said they expected to do more of was online banking
- Customer service is an important differentiator. Consumers are more discerning than before about their purchasing choices, and organisations need to do more than market the quality or price of their products and services: 23% of consumers would prefer to buy from an organisation that treats them well, compared to 10% who favour price.
- Consumers increasingly expect great experiences across multiple platforms. Organisations need to invest in delivering quality customer service and meet customers where they are – whether that’s online, in-person or somewhere in between: 31% of consumers expect to resolve support in person, 30% over the phone, 23% through online chat, and 16% via self-serve systems.
- Satisfaction breeds trust and advocacy. Positive experiences inspire greater levels of trust and advocacy among consumers. Consumers who have good experiences with organisations in critical industries — such as education systems, hospitals/medical clinics, and government agencies — are more likely to trust them. And when consumers trust an organisation, they’re more likely to recommend them to friends and family, helping to attract new customers.
Organisations must continue to change and adapt to the changing consumer expectations in the post-pandemic environment. To do that at scale, organisations will need experience data – what consumers say they want and expect —to stay ahead of customer expectations and design the experiences that attract and retain them.
Additional Information:
- Full version of the global report: 2021 Global Consumer Trends
- Learn more about Qualtrics for customer experience: www.qualtrics.com/customer-experience/
About Qualtrics
Qualtrics, the world’s No. 1 Experience Management (XM) provider and creator of the XM category, is changing the way organizations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 13,500 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. To learn more, please visit qualtrics.com.
#Qualtrics