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Business leaders are optimistic yet mired in inertia
Business leaders say their companies are stronger post-pandemic, yet they struggle with inertia as the gap widens between intent and execution. Read more…
customer experience
Features
Human agents still crucial to customer experience in Malaysia
Brands in Malaysia are delivering a moderate customer experience (CX) below the APAC average and Malaysians still prefer live human agents. Read more…
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Cisco says its predictive analytics engine knows when your network will fail
Cisco says it will stick its predictive analytics engine in enterprise network products across its portfolio in “easy-to-use SaaS offers”. Read more…
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A chatbot is supposed to do what Alexa and Siri do – why don’t they?
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…
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Great customer service is not about technology– it’s about common sense
Great customer service is extremely rare and is not about cool new tools. It is about common sense and empathy. Read more…
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Many APAC firms have no idea what a good customer experience is: report
Many APAC firms prioritize professionalism / friendliness in delivering a good customer experience. Only that’s not what customers care about. Read more…
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Super-apps are starting a new digital battle – will they deliver real benefits?
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…
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With customer service, it turns out your call is not important after all
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…
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Customers want an individual experience which is a huge challenge
Customers want, well, a lot. It seems that the pandemic has heightened the expectations of customers and companies need to move now. Read more…
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Abandoned carts point to a new level of expectation from customers
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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Customer service may be difficult to get right, but why is it still so bad?
Customer service, one of the table stakes in the next wave of technology, is still lagging behind the hype spouted by CEOs. Read more…
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Super-apps are the new battleground in fintech – who is in the game?
Super-apps are now in the spotlight in the battle to attract customers away from traditional banks and into the arms of fintech disruptors. Read more…
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The 5G user experience is disappointing – and who’s fault is that?
The 5G user experience was always going to disappoint. You cannot hype a technology that much without falling short of expectations. Read more…
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Marketing technology is being boosted by COVID but your CEO is nervous
Marketing technology has received a proverbial kick up the pandemic over the past year but the CEO is not convinced that it will deliver. Read more…
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Citizen developers are coming and it is about as exciting as it gets
Citizen developers is a term that just sprang out of the recent NTT Ltd’s Future Disrupted: 2021 technology trends report. Read more…
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A compelling digital experience is vital for the new customer experience
Digital experience across the Asia Pacific region needs a boost. The pandemic has helped digital transformation but not customers. Read more…
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Personalisation can only become reality if it is driven by customers
Personalisation is nothing new. It just never happened at scale before. The ‘new’ personalisation requires that we put many things behind us. Read more…
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If you want to benchmark your customer service levels, look to gaming
A recent study into customer service levels across a number of industries showed that the telecoms industry is dreadful at customer service. Read more…
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Initial 5G user experience varies from good to pretty awful
A report on initial 5G user experience makes for interesting reading but also shows how much more there is to do to make 5G work. Read more…
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Could it be that now, finally, the customer really is king?
The customer is king is a saying that goes back to the days when customer service was called ‘complaints’ and the interaction was one way. Read more…
