Tag: Customer experience

It may not seem like a likely early adopter of emerging technologies, but Heineken hopes its investment in generative AI ...

Named the "Partner Sales Acceleration Program 2.0", the initiative aims to support Huawei's partners across three pillars: technological innovation, capability ...

Standard Chartered has launched SC GPT, a Generative AI (GenAI) tool that aims to leverage AI for enhanced operational efficiency ...

Ant Group has unveiled major upgrades to its comprehensive suite of AI solutions in healthcare to benefit hospitals, doctors and ...

As CTOs and CIOs in Asia navigate the rapidly evolving digital landscape of 2025, fostering a culture of agility and ...

eiga sees economic growth, digital innovation, and evolving regulatory environments will continue to shape Asia’s wealth and retail banking landscape ...

As new technology continues to reshape telecommunications, EY cautions telcos about industry risks in its latest report, Top 10 Risks in ...

The ICT market in Asia/Pacific is on a robust growth trajectory. It is projected to reach USD 1.4 trillion in ...

As organisations strive for greater efficiency and innovation, the roles under the Chief Information Officer (CIO) have become pivotal in ...

These agents are designed to conduct data-based and automatic interactions with clients and customers, ensuring lead generation and conversion, and ...

Named RingCentral AI Receptionist (AIR), it promises to function as a dedicated receptionist, ensuring efficient call handling.

EY has compiled its annual Top 10 Opportunities for Technology Companies in 2025, offering a forward-looking analysis of key actions ...

Amid the race to adopt Artificial Intelligence (AI), a responsibility gap widens and threatens to slow down adoption, according to ...

Forrester recommends that organisations use BX and CX indices to capture market share and increase revenue.

IDC underlines the pressing need for CX executives to pay attention to the potential of AI in CX.

IDC also revealed the most urgent business and technology trends that marketing leaders must consider to to stay competitive in the ...

When human innovation extends a helping hand, we would be remiss not to take it. At least, that seems to ...

Check Point Software summarised how traditional endpoint, SaaS, and email security solutions are no longer sufficient in protecting digital workplaces.

Just one bad experience; that's all it takes for a business to permanently lose a customer. Not only that, but ...

Grab has selected Amazon Web Services, Inc. (AWS) as its preferred cloud provider.

As AI agents continue to emerge, Daryl Plummer, VP, distinguished analyst, and Gartner fellow, explores their role in business growth ...

These services, with their distinct features, claim to offer enhanced connectivity, control, and convenience, paving the way for operational excellence ...

44% of telco users across ASEAN who feel neutral to dissatisfied with their current service provider say they would switch ...

The partnership aims to provide global visitors with a seamless and secure payment with their preferred domestic e-wallets.

Gartner, Inc. unveils four emerging challenges that challenge CIOs to deliver value with AI: managing AI benefits, managing costs, AI and ...

Klook and Google Cloud announced an expanded AI partnership that will build on Klook’s most recent AI successes with Google ...

While TX ensures a seamless experience across all touchpoints, CX hones in on delivering value to the people who matter ...

Zendesk announced a significant shift in its pricing model, introducing Outcome-Based Pricing for AI agents.

HubSpot’s new survey shows that many organisations in Singapore companies struggle with insufficient quality data and a disconnected tech stack ...

SkorLife has transformed its customer service operations and reduced costs by 50% by leveraging GenAI.

Juniper Networks announced its Blueprint for AI-Native Acceleration, which aims to accelerate each stage of adoption of the company's AI-Native Networking Platform ...

Forrester’s Singapore Customer Experience Index annual study found that the average customer experience (CX) quality of the brands is merely “OK.” ...

The Hype Cycle for Emerging Technologies, 2024, by Gartner, Inc., unveils a promising future with 25 disruptive technology trends that ...

Globe and Red Hat, Inc. partner to modernise Globe’s IT infrastructure with Red Hat Open Innovation Labs to enhance customer ...

Yellow.ai has unveiled Analyze, an automation platform powered by an in-house LLM to improve bot interactions with in-depth conversational insights ...

Amazon Web Services, Inc. (AWS) expands its partnership with Workday, Inc. to build generative artificial intelligence (genAI) capabilities, innovate customer experiences, ...

Every year, Forrester’s CX analysts identify top trends in digital customer experience (CX) and design. We’ve just completed this exercise ...

Gupshup partners with Philippine-based Tonik Bank to develop a Generative AI (GenAI) chatbot for Tonik's mobile app, aiming to revolutionise ...

Generative AI has topped the list of customer inquiries and conversations that I have been having this year — no ...

House730 has adopted Microsoft Azure OpenAI Service’s GPT-3.5-Turbo-16K to address customer inquiries and capture every listing in Hong Kong in ...

Salesforce's State of Service report reveals that a significant percentage (80%) of service professionals anticipate customer service contributing more revenue this ...

Around 81% of companies in Singapore observed evolving more in the past four years than the previous two decades - ...

It’s an iconic scene — the Ring of Power flying through the air in slow motion as Frodo tumbles to ...

Government CIOs should consider Gartner Inc.’s government technology trends for 2024 to enhance and improve citizen services. “Escalating global turmoil, continual cyber threats, ...

IHH Healthcare (IHH) selected the Oracle Exadata Database Service running on the Oracle Exadata platform to improve patient services and meet the unique local market ...

Nearly 90% of founders experienced positive outcomes from leveraging artificial intelligence (AI) in their company's go-to-market (GTM), according to a study by ...

In Asia, one cannot overstate the importance of inclusion in enhancing customer experience with its diverse population, comprising various ethnicities, ...

A study by Sumsub revealed that the Asia Pacific (APAC) region experienced a 1530% surge in deepfake cases from 2022 to 2023, marking it ...

Nutanix, Inc. partners with Forever New to modernise the global women’s fashion retailer’s infrastructure and to support its cloud strategy for enhanced ...

Maxis upgrades its internal operations and enhances customer service through generative artificial intelligence (GenAI) integrations with Google Cloud. The company announced adopting Google Cloud’s ...

Kyndryl and Veeam® Software announced a global strategic alliance focused on providing customers with cyber resiliency services for improved business continuity, reduced costs, and increased ...

Accelya announces its partnership with Korean Air, enabling the airline company to innovate its customer experience and take control of its retailing. ...

“It will change how companies deliver value to their customers, and it will supercharge productivity. In some industries, these transformations ...

UnionBank of the Philippines has chosen Informatica for its Master Data Management (MDM) SaaS as part of the Bank’s cloud-first digital transformation strategy ...

Around 83% of CX leaders in India are already experimenting with or implementing Artificial Intelligence (AI) into their customer journey and topping the list ...

Nutanix announced its partnership with Heng Leong Hang for the Taiwanese retail brand’s journey to a hybrid multi-cloud environment. After modernising its data center, ...

The potential growth difference for the social media management software market between 2023 and 2027 is USD 34.62 billion, according to Techavio’s Global Social ...

Approximately three-quarters (73.6%) of IT decision-makers believe that Artificial intelligence (AI) is the trend that will shape the IT industry the most in 2024, ...

The healthcare BPO market size is projected to grow to USD 12.90 billion between 2023 and 2027, according to a recent report by Technavio. The ...

Rang-Ay Bank, one of the oldest banks in the Philippines, partnered with PLDT Enterprise to strengthen the cybersecurity of their online and mobile banking. ...

By 2027, the majority (60%) of top A2000 firms will reallocate 35% of their customer service (CX) budgets to emerging ...

As Generative AI (gen AI) has become a resounding buzzword throughout 2023, organisations in Singapore are warming up and waking up ...

With a bolstered partnership with PLDT Enterprise, foodpanda is set to optimise and revolutionise its business landscape by leveraging Internet ...

Tata Communications announced its partnership with Singapore Airlines (SIA) to transform its airlines' communications and collaboration tools which will enhance ...

Zendesk, Inc. announced its customer experience (CX) generative AI advancements improving enterprises’ customer satisfaction, reducing costs, and increasing customer loyalty. New GenAI offerings Zendesk ...

John Roese, global chief technology officer of Dell Technologies shared the four pillars of Dell’s AI Strategy – AI-In, AI-On, ...

Forrester’s (Nasdaq: FORR) 2023 Malaysia Banking Customer Experience Index (CX Index™) reveals that banks in Malaysia have been steadily improving their CX quality ...

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking ...

There is an overall decline in customer experience (CX) quality amongst multichannel banks according to Forrester’s 2023 Singapore Banking Customer Experience ...

AB Tasty launches EmotionsAI, a new technology that revolutionizes brands' abilities to personalize the customer experience through their emotional needs. Alix de Sagazan ...

Customer service takes center stage as customers’ expectation continue to rise along with technology advances, according to the newly-released State ...

History suggests that the ideals of customer experience can be traced to the development of market research as a method ...

The new AI model generates AI avatars and customise promotional content on digital signage based on customers’ in-store behaviour data.

IDC's FERS 2023 Survey Wave 2 APJ results show 70% of Asia/Pacific C-suite executives are either exploring generative AI use ...

According to Forrester, a customer experience (CX) leader, is in-charged of aligning the organisation around customer value. From the C-suite ...

New hyper-efficient data sharing between Salesforce Data Cloud and Google BigQuery will provide bi-directional secure data access without the need ...

Customers can now access Five9 Intelligent CX Platform embedded with BT’s global voice and data services.

The Southeast Asian retail industry continues to evolve as digital transformations across the region accelerate. A digital-first approach to business ...

Adobe’s new generative AI services will be integrated as a co-pilot for marketers and creative professionals to enable rapid development ...

Digital engagement has led to higher customer expectations, greater demands, and more choices if one brand doesn’t deliver. Privacy laws ...

Forrester warns that outdated short-term growth strategies that focus on extracting value from customers no longer work. Dramatic changes in ...

IDC predicts that by 2024, 50% of the A1000 will adopt CDPs (Customer Data Platforms) as the enterprise customer data ...

Post COVID, to remain competitive and to win over customers, retail banks must adopt an omnichannel banking strategy focusing on ...

After receiving a poor customer experience, 43% say they reduce their spending with that brand or stop spending with them ...

Organisations that pursue digital transformation (DX) want to create new sources of value through digital products, services, and experiences. The ...

Bank has chosen Temenos Infinity Digital Banking Experience platform (Infinity) to provide the bank with most features that are available ...

Accenture notes that the pandemic has put pressure on organisations and industries to reduce overall costs to outweigh missing revenues. ...

Customer experience has emerged as a key battleground and businesses that can win the customer experience war will be more ...

Swire Hotels has teamed up with Adyen to enable more payment options, payment tokenisation and unified commerce – offering flexibility ...

The Zendesk CX Accelerator report revealed that Singaporean businesses are struggling to deliver on their exceptional customer experience (CX) aspirations. ...

The new Meralco Data Platform (MDP) processes the utility company’s data and runs various machine learning models – allowing Meralco ...

Adopting a customer-centric approach based on rapid prototyping, the two organisations will jointly design and roll-out new digital products across ...

When the pandemic hit, more consumers in India started to use digital channels and platforms for daily tasks such as ...

State of Personalisation Report Uncovers Consumer Behaviours   In the race to personalise everything sold online and making that experience memorable, ...

Gartner says sales leaders looking to cultivate an adaptable sales organisation should rethink their current sales efforts across three dimensions. ...

In a Forrester study commissioned by CINNOX, only 16% of all surveyed customers recently experienced interactions that exceeded their expectations. ...

* Editor's note: This article is co-produced by Sukhpreet Kaur According to Forrester, 44% of purchase influencers in Asia-Pacific consider ...

Gartner surveyed 362 global customer experience (CX) practitioners from October through December 2021 to understand CX priorities, processes, and measures ...

Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their ...

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 ...

Gartner says the increased pace of change in customer preferences and expectations will force chief supply chain officers (CSCOs) to ...

The annual Zendesk Customer Experience (CX) Trends Report highlighted the potential for businesses to drive business success with a focus ...

The use of artificial intelligence (AI) and automation is becoming more widespread, proving to be a significant business driver especially ...

Most financial services leaders are heavily invested in learning more about what customers care about most. Often overlooked, however, are ...

Organizations in Asia/Pacific – private sector, government, and educational institutions – have reached a digital transformation tipping point and are ...

Setting up a business is not a pursuit for the faint of heart, yet an increasing number of Hong Kongers ...

The insights in this Boomi report, The State of Modernization, Transformation, and Innovation in the Digital Age, are based on ...

Although higher than pre-pandemic levels, the levelling of online activity since Wave 2 of Experian’s Global Insights Report (mid-September 2020) ...

Technology will be the cornerstone of brands that try to re-establish relationships with customers and consumers in a new version ...

Forrester’s CX Index benchmarks the CX quality of brands and is based on a survey of more than 5,000 Australian ...

According to the IDC Future Enterprise Resiliency and Spending (FERS) survey improving the customer experience (CX) directly impacts the organization's ...

Commissioned by CINNOX, the Forrester Opportunity Snapshot report Infuse Digital Experiences with the Right Dose of Human Touch revealed that ...

OpenText survey highlights the critical role digital experience plays for customers post-pandemic, with almost three quarters (72%) saying the pandemic ...

A platform that is powered by AI creates an intent-enabled action by the system and use that information to support ...

New Qualtrics study reveals that consumers are willing to move to digital-only providers for a better product and customer experience

Asia/Pacific Organizations ramping up CX investments but vendors must combat privacy and data security challenges, IDC Reports

Rackspace Technology survey finds continued resistance to digital transformation among Hong Kong businesses

Gartner says rampant rep disengagement could lead to poor customer service experience and economic cost

CX events elsewhere are having their impact on utility companies, themselves focusing on the customer journey and all touchpoints along ...

This OutSystems eBook to learn how customer feedback and AI can help you constantly iterate and improve your application releases ...

More than 80% of decision-makers view smart checkout, workforce software and prescriptive analytics as key emerging technologies by 2025

Product analytics has overtaken legacy marketing analytics to measure digital customer experiences

Frost says user interface technologies have moved beyond the concept of simply representing machines to their users to enabling sophisticated ...

As the COVID-19 crisis drives home the importance of automation, enterprises look to scale RPA initiatives and large tech players ...

Customer experience remains the ultimate battle ground where if you don’t innovate, you will be disrupted. But how to make ...

Service organizations can gain insights from customer motivations, impressions and experiences using a VoC strategy focused on cx

Gartner’s marketing predictions explore how post-pandemic renewal strategies put marketing on the hook for redefining and re-establishing customer relationships in ...

If 2020 has taught us anything, it’s that change is inevitable and that customer insights leaders must constantly look to ...

AFFINBANK builds deeper customer relationships, lowers operational costs, improves telesales capabilities and reduces average call abandonment rate using Genesys customer ...

To help build the business case for customer experience, look at metrics such as cost of service or compensation costs. ...

IDC says the most digitally mature organizations adapted quicker to challenges brought by the COVID-19 pandemic.

TOT ups customer engagement by embedding machine learning and conversational AI capabilities into its existing processes, savings allowed it to ...

Contextual banking – the next level of customer relationship – is realized through developing a deeper relationship with each customer ...

Customer Service and Support technology investments must be scrutinized for their ability to deliver on customer experience goals

In this episode of Podchats for FutureCIO entitled “How edge influences your customer engagement strategy” we dissect how businesses are ...

AI applications continue to be at the forefront of digital transformation (DX) initiatives, driving both innovation and improvement to business ...

Changing customer expectations, an erosion of consumer trust, and regulatory influence will drive banking to be invisible, connected, insights-driven, and ...

Forrester’s US 2020 Customer Experience Index reveals CX differentiation is the key to post-pandemic success building experiences that help them ...

Brick-and-mortar retail may be readying for a resurgence. And somewhat ironically, a handful of digital brands are leading the charge, ...

Conversational AI is the process of enabling machines to have a conversation with the customers, with the end customers and ...

5G is almost here. I say ‘almost’ because we have yet to see broad deployment by major mobile operators across ...

Most everyone will agree the strategy and execution rests largely on the CMO. But for winning sales leaders, CX is ...

The Zendesk Customer Experience Trends Report 2020 says ease and excellence of customer experience has a direct impact on customer ...

Augmented intelligence reduces mistakes while delivering customer convenience and personalization at scale, democratizing what was previously available to the select ...

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they ...

5G, Artificial Intelligence (AI), Blockchain and Distributed Ledger, Human Brain-Computer Interface, Human Intelligence Augmentation, Internet of Things (IoT), Natural Language ...

MSB views digital transformation as a critical tool to understand customer's needs better, serve them seamlessly, and provide superior customer ...

Seventy-five percent of organisations surveyed by Gartner increased their customer experience (CX) technology investments in 2018. For 2019, 52% of ...

https://youtu.be/yzk-AicFeZE When was the last time you went to a bank and was greeted with a warm and sincere ‘welcome ...

https://youtu.be/lCmDD3-J93w “Most of us understand that innovation is enormously important. It's the only insurance against irrelevance. It's the only guarantee ...