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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…
customer experience
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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…
News
Startups that invest in customer experience are best performers
Zendesk released its Startups CX Benchmark Report, documenting how startups that invest in customer experience outperform their peers. Read more…
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Automation means smooth operations, which means happy customers
Ask a COO what is going to transform his role in the next year or so, and the likely answer will be automation. Read more…
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Transforming the customer experience into a digital profit centre
Even before COVID-19 changed everything, automation and the focus on providing the best possible customer experience was on the rise. Read more…
Features
Customer experience isn’t what it used to be
The customer experience isn’t what it used to be. It’s no longer just about bringing people into your store and skillfully selling them your wares. Read more…
Features
Report sheds light on Singapore’s mobile network experience
The mobile network experience of users on Singapore’s three established leading operators continues to move onwards apace, despite not yet launching 5G. Read more…
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At last! Technology predictions that are about customers
With all the talk about 5G, AI and Quantum computing you would have thought that some would appear in Forrester Research’s technology predictions. Read more…
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Why should telecom providers separate CES from BSS?
By separating CES from BSS telecom providers will be able to offer a superior customer experience and stay relevant in their industry. Read more…
Features
Key to growth of online retailers in APAC is customer experience
Customers in APAC are increasingly focused on experiences when it comes to online brand engagement and they are willing to embrace new technologies. Read more…
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The customer experience is the brand – and your competitive edge
The traditional customer purchase journey – impersonal and linear – has radically changed. Today, the customer experience of brand and channels is dynamic, contextualised and, more importantly, personalised. To today’s customers, the brand is the Read more…
Off the Wire
Vonage via Nexmo will enhance customer experience
Vonage is helping businesses across Asia deliver seamless and frictionless communications to enhance customer experience. Read more…