Hyper-personalisation – the aspirations and the reality
Allan Tan
May 2, 2022
Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their
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)
Whether it’s applying for a new policy or filing a claim, customer interactions are where the battle for lifetime brand
The global transformation of banking and payments has only accelerated over the past few years, and between web trends and
Two years into the COVID-19 pandemic, the region continues to adjust with cycles of change and adaptation. Customers today are
Gartner predicts that by 2025, 75% of companies will “break up” with poor-fit customers as the cost of retaining them