
Even with AI, CEX won’t be the same without human touch
The CEX workforce could be on the cusp of change. Generative AI is advancing, with tools like ChatGPT-4 capable of producing human-like responses at a low cost. Read more…
The CEX workforce could be on the cusp of change. Generative AI is advancing, with tools like ChatGPT-4 capable of producing human-like responses at a low cost. Read more…
Solutions can improve some results, but, at the same time, there are quite fundamental problems with online advertising. Many believe the future lies with AI. Read more…
As Singapore consumers tighten their wallets, their loyalty will be won by businesses who make personalization part of the customer experience: report Read more…
Sandra De Zoysa, group CCO at Dialog Axiata: if telcos really want to drive innovation, they should empower women entrepreneurs and engage with students. Read more…
Many new appliances at home can be connected to the Internet. But that doesn’t mean you have to – and many customers would rather not. Here’s why. Read more…
VCs get very excited about things like B2B SaaS, but not solutions that improve consumer experiences, even though the latter is the larger market opportunity. Read more…
CMOs can expect more pressure in 2023 as customer behavior shifts, cross-functional collaboration gets harder and traditional sources of brand value are eroded. Read more…
Customer data enables fairly priced services and a better experience for all – yet many firms use it to treat “good” customers better. That’s a bad idea. Read more…
APAC firms want to harness customer data to serve them better. Just one problem: customers are generating data at volumes many firms aren’t prepared to handle. Read more…
A new Ericsson ConsumerLab report says 5G network superiority will be a key driver for consumer loyalty in India as mobile users seek the best experience. Read more…
Business leaders say their companies are stronger post-pandemic, yet they struggle with inertia as the gap widens between intent and execution. Read more…
Brands in Malaysia are delivering a moderate customer experience (CX) below the APAC average and Malaysians still prefer live human agents. Read more…
Cisco says it will stick its predictive analytics engine in enterprise network products across its portfolio in “easy-to-use SaaS offers”. Read more…
A chatbot is only as good as the underlying digitization of the business it serves – that’s why a lot of them, frankly, suck. Read more…
Great customer service is extremely rare and is not about cool new tools. It is about common sense and empathy. Read more…
Many APAC firms prioritize professionalism / friendliness in delivering a good customer experience. Only that’s not what customers care about. Read more…
Super-apps are the next goal for the digital world, for the moment. As the number of apps rises above 3 million, something must change. Read more…
With customer service the trend is to automate and digitise everything. But it will likely have a negative impact on the customer experience. Read more…
Customers want, well, a lot. It seems that the pandemic has heightened the expectations of customers and companies need to move now. Read more…
Abandoned carts in the e-commerce world is now a real problem for brands, as the recent survey shows. Customer experience is at stake. Read more…
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