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customer experience

personalization singapore consumers
News

Personalization now decides where Singaporeans spend money

March 16, 2023 John C. Tanner 0

As Singapore consumers tighten their wallets, their loyalty will be won by businesses who make personalization part of the customer experience: report Read more…

Growth mindsets: telcos need women entrepreneurs to thrive
Features

Growth mindsets: telcos need women entrepreneurs to thrive

March 8, 2023 Guest Writer 0

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…

connected appliances
Views

Why are so many connected appliances still unconnected?

January 27, 2023 Jouko Ahvenainen 0

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…

Consumer experience VCs
Views

Why are consumer experience innovations underrated by VCs?

December 8, 2022 Jouko Ahvenainen 0

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 in 2023
Views

CMOs face a rough ride in 2023 as new challenges abound

December 7, 2022 John C. Tanner 0

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 good and bad
Views

Data should improve services for ‘good’ and ‘bad’ customers

December 2, 2022 Jouko Ahvenainen 2

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 customer data
Views

APAC firms are being overwhelmed by customer data

October 11, 2022 John C. Tanner 0

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…

network 5G
News

Network superiority to be key 5G selling point in India

September 29, 2022 Staff Writer 0

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 inertia
Views

Business leaders are optimistic yet mired in inertia

September 9, 2022 Staff Writer 0

Business leaders say their companies are stronger post-pandemic, yet they struggle with inertia as the gap widens between intent and execution. Read more…

human agents Malaysia
Features

Human agents still crucial to customer experience in Malaysia

July 4, 2022 News Centre 0

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 AI capitalism no future predictions
Views

Cisco says its predictive analytics engine knows when your network will fail

May 5, 2022 John C. Tanner 0

Cisco says it will stick its predictive analytics engine in enterprise network products across its portfolio in “easy-to-use SaaS offers”. Read more…

chatbot
Views

A chatbot is supposed to do what Alexa and Siri do – why don’t they?

March 9, 2022 Jouko Ahvenainen 0

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
Views

Great customer service is not about technology– it’s about common sense

December 7, 2021 Alex Leslie 0

Great customer service is extremely rare and is not about cool new tools. It is about common sense and empathy. Read more…

5G customer experience
Views

Many APAC firms have no idea what a good customer experience is: report

December 3, 2021 John C. Tanner 0

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
Views

Super-apps are starting a new digital battle – will they deliver real benefits?

November 1, 2021 Alex Leslie 0

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
Views

With customer service, it turns out your call is not important after all

August 30, 2021 Alex Leslie 0

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
Views

Customers want an individual experience which is a huge challenge

August 11, 2021 Alex Leslie 0

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
Views

Abandoned carts point to a new level of expectation from customers

July 29, 2021 Alex Leslie 0

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…

customer service
Views

Customer service may be difficult to get right, but why is it still so bad?

July 14, 2021 Alex Leslie 0

Customer service, one of the table stakes in the next wave of technology, is still lagging behind the hype spouted by CEOs. Read more…

Super-apps
Views

Super-apps are the new battleground in fintech – who is in the game?

June 16, 2021 Alex Leslie 0

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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