Gartner surveyed 362 global customer experience (CX) practitioners from October through December 2021 to understand CX priorities, processes, and measures
Juniper Research forecasts that operators will generate US$27 billion from the termination of SMS messages related to multi-factor authentication in
As digital transformation takes root across the consumer ecosystem, businesses must expand and deepen their relationships with consumers to better
By 2026, 65% of B2B sales organisations will transition from intuition-based to data-driven decision making, using technology that unites workflow,
Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their
As of 2020, there were 71 insurance companies operating in Vietnam, up from one player in the 1990s. According to
In an increasingly digital world, consumers feel trapped ― sharing personal data is a requirement to use digital services. In
Twilio’s (third annual State of Customer Engagement Report found that investment in digital customer engagement and personalisation technologies has had
The market for robotic process automation (RPA) is forecast to grow to US$22 billion in 2025 building on the growth
Nielsen’s 2022 Annual Marketing Report revealed a digital dominance in how dollars are being spent and exposed marketers’ lack of
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they
A Gartner survey revealed that 60% of marketing organisations have centralised some or all their functions. Chief marketing officers (CMOs)
