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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…
customer experience
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Can we seriously expect better online advertising with AI?
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…
News
Personalization now decides where Singaporeans spend money
As Singapore consumers tighten their wallets, their loyalty will be won by businesses who make personalization part of the customer experience: report Read more…
Features
Growth mindsets: telcos need women entrepreneurs to thrive
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…
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Why are so many connected appliances still unconnected?
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…
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Why are consumer experience innovations underrated by VCs?
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…
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CMOs face a rough ride in 2023 as new challenges abound
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…
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Data should improve services for ‘good’ and ‘bad’ customers
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…
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APAC firms are being overwhelmed by customer data
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…
News
Network superiority to be key 5G selling point in India
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…
Views
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…
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…
Views
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…
Views
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…
Views
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…