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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…
customer experience
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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…
