Singapore leads APJ in digital impatience, Twilio reports
The report has revealed that 54% in Singapore feel less tolerant when interacting with AI, the highest in APJ and above the regional average of 42%.
Disconnect found in brand promise and customer experience in financial services firms in Singapore
There is a wide gap between how well banks, investment firms, and health insurers align their brand promises with customer experiences, according to Forrester’s inaugural Total Experience Score rankings for financial services firms in Singapore.
Partnership makes mobile video CX now available across the Asia Pacific
The integration simplifies the process for organisations to launch one-click video chats from SMS, WhatsApp, or MMS, enhancing face-to-face engagements without requiring additional apps or causing delays.
Teleport enhances supply chain visibility across Southeast Asia with Shipsy’s AI-powered platform
The partnership aims to enhance the reliability and real-time tracking capabilities, as well as decrease after-delivery delays, of Shipsy’s transport management system.
AI agents can address bugbear in customer experience, but data issues persist
Already tipped to potentially change the way businesses operate, artificial intelligence (AI) agents are expected to also bring a much-needed breath of fresh air into customer service. Data issues, though, will still need to be resolved. Agentic AI has been forecast to fuel $227 billion in global spending this year, with 97% of Asia-Pacific business […]
Adyen and Atlas partner to help Singapore’s F&B brands build business resilience
Global payments platform Adyen has partnered with Singapore-based restaurant operating system Atlas to empower food and beverage (F&B) brands in Singapore.
Heineken taps GenAI with aim to brew better as it seeks real-time data
It may not seem like a likely early adopter of emerging technologies, but Heineken hopes its investment in generative AI (GenAI) will yield better brews, even as it works to improve access to quality data. The Dutch beer brewer in March 2025 launched its global GenAI lab in Singapore, in collaboration with local government agency […]
Huawei unveils initiative to empower partners to expand market expansion within APAC
Named the “Partner Sales Acceleration Program 2.0”, the initiative aims to support Huawei’s partners across three pillars: technological innovation, capability enhancement, and resource sharing.
Standard Chartered rolls out SC GPT to advance AI-driven innovation in banking
Standard Chartered has launched SC GPT, a Generative AI (GenAI) tool that aims to leverage AI for enhanced operational efficiency and client engagement.
Ant Group upgrades AI solutions in healthcare
Ant Group has unveiled major upgrades to its comprehensive suite of AI solutions in healthcare to benefit hospitals, doctors and users through advanced AI innovations.
Leveraging agility, AI and resilience to power sustainable growth in 2025
As CTOs and CIOs in Asia navigate the rapidly evolving digital landscape of 2025, fostering a culture of agility and collaboration within IT teams is crucial.
The future of banking in Asia: Key trends and insights
eiga sees economic growth, digital innovation, and evolving regulatory environments will continue to shape Asia’s wealth and retail banking landscape in 2025.
ASEAN telcos are in immediate need to balance innovation with strong security and compliance
As new technology continues to reshape telecommunications, EY cautions telcos about industry risks in its latest report, Top 10 Risks in Telecommunications.
Asia/Pacific ICT spending to hit $1.4 trillion in 2025
The ICT market in Asia/Pacific is on a robust growth trajectory. It is projected to reach USD 1.4 trillion in 2025, with a CAGR of 5.8% through 2028.
PodChats for FutureCIO: Uncover enterprise AI values: From +AI to AI+ in the Asian Century
As organisations strive for greater efficiency and innovation, the roles under the Chief Information Officer (CIO) have become pivotal in navigating this shift.
New AI assistant aims to bridge gap between AI and monetisation
These agents are designed to conduct data-based and automatic interactions with clients and customers, ensuring lead generation and conversion, and ultimately, profits.
RingCentral unveils new AI receptionist solution
Named RingCentral AI Receptionist (AIR), it promises to function as a dedicated receptionist, ensuring efficient call handling.
EY releases list of top opportunities for technology companies in 2025
EY has compiled its annual Top 10 Opportunities for Technology Companies in 2025, offering a forward-looking analysis of key actions tech firms can take to drive growth and operational efficiency in the coming year.
Study finds AI responsibility gap is widening
Amid the race to adopt Artificial Intelligence (AI), a responsibility gap widens and threatens to slow down adoption, according to a recent study by NTT DATA Inc.
Forrester introduces index to measure BX and CX interconnectedness
Forrester recommends that organisations use BX and CX indices to capture market share and increase revenue.
IDC predicts consumers in Asia/Pacific to spend $32 billion on programmatic shopping via AI agents by 2028
IDC underlines the pressing need for CX executives to pay attention to the potential of AI in CX.
AI spending to exceed $30 billion by 2027 for personalised customer experiences, IDC predicts
IDC also revealed the most urgent business and technology trends that marketing leaders must consider to to stay competitive in the face of evolving market conditions.
Humans, AI technologies, and the evolving equation of success
When human innovation extends a helping hand, we would be remiss not to take it. At least, that seems to be the perspective of business leaders who believe that integrating artificial intelligence (AI) in their workplaces will improve productivity amongst their teams. Over the past year, AI has evolved from a top conversation topic among […]
AI-powered threats in 2024 prompt new security approaches for 2025
Check Point Software summarised how traditional endpoint, SaaS, and email security solutions are no longer sufficient in protecting digital workplaces.
How automating support workflows can boost customer satisfaction
Just one bad experience; that’s all it takes for a business to permanently lose a customer. Not only that, but customers are also likely to tell anyone who’d listen about that experience – a disaster for any brand. This is pertinent for Asia, where younger, more sophisticated customers, who are active on social media, will […]
Grab to drive technology innovation and growth with AWS
Grab has selected Amazon Web Services, Inc. (AWS) as its preferred cloud provider.
Are AI agents the secret ingredient for your business and customers?
As AI agents continue to emerge, Daryl Plummer, VP, distinguished analyst, and Gartner fellow, explores their role in business growth and customer satisfaction.
PLDT to transform industries through Managed SD-WAN and Managed Network Service
These services, with their distinct features, claim to offer enhanced connectivity, control, and convenience, paving the way for operational excellence and business success.
Study finds ASEAN telco users likely to switch providers due to poor customer service
44% of telco users across ASEAN who feel neutral to dissatisfied with their current service provider say they would switch providers due to poor customer service.
PayPay and Alipay+ partner to enhance e-wallet payment options across Japan
The partnership aims to provide global visitors with a seamless and secure payment with their preferred domestic e-wallets.
Gartner reveals emerging challenges CIOs must overcome to deliver value with AI
Gartner, Inc. unveils four emerging challenges that challenge CIOs to deliver value with AI: managing AI benefits, managing costs, AI and data risks, and its impact on employees’ performance and well-being.
Klook and Google Cloud to enhance travel experiences with GenAI
Klook and Google Cloud announced an expanded AI partnership that will build on Klook’s most recent AI successes with Google Cloud, including generative AI to help create and localise content for Klook’s travel pages.
Leveraging TX and CX for growth
While TX ensures a seamless experience across all touchpoints, CX hones in on delivering value to the people who matter most: the customers.
Zendesk, first in the CX industry to offer Outcome-Based Pricing for AI agents
Zendesk announced a significant shift in its pricing model, introducing Outcome-Based Pricing for AI agents.
Lack of quality data and disjointed tech stack impact Singapore businesses
HubSpot’s new survey shows that many organisations in Singapore companies struggle with insufficient quality data and a disconnected tech stack even on top of rising costs and competition.
SkorLife reduced customer service costs by 50% and enhanced CX through GenAI
SkorLife has transformed its customer service operations and reduced costs by 50% by leveraging GenAI.
Juniper Networks unveils first blueprint for accelerating AI-native network platform adoption
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 and enable customers to deploy It up to 9x faster. “Juniper’s new Blueprint for AI-Native Acceleration perfectly complements our industry-leading portfolio with a package to guide CIOs and their teams through the journey, addressing potential […]
Financial services brands lack competitive differentiation, study finds
Forrester’s Singapore Customer Experience Index annual study found that the average customer experience (CX) quality of the brands is merely “OK.” It also found that the average industry scores across the banking, investment, and home and auto insurance industries mainly remained flat, indicating a lack of improvement in the overall CX quality. The three sectors logged […]
Tech trends highlighted in Gartner 2024 Hype Cycle for Emerging Technologies
The Hype Cycle for Emerging Technologies, 2024, by Gartner, Inc., unveils a promising future with 25 disruptive technology trends that hold immense potential and fall into four key areas: autonomous AI, developer productivity, total experience, and human-centric security and privacy programmes. “Generative AI (GenAI) is over the Peak of Inflated Expectations as the business focus continues to shift […]
Globe collaborates with Red Hat Open Innovation Labs to modernise IT infrastructure
Globe and Red Hat, Inc. partner to modernise Globe’s IT infrastructure with Red Hat Open Innovation Labs to enhance customer experience. “Globe’s engagement with Red Hat Open Innovation Labs has been pivotal in enhancing its technological capabilities and service offerings. By leveraging Red Hat’s open-source solutions, including Red Hat OpenShift, Globe has modernised its IT […]
Yellow.ai launches Analyze to elevate CX automation
Yellow.ai has unveiled Analyze, an automation platform powered by an in-house LLM to improve bot interactions with in-depth conversational insights and advanced self-learning capabilities. It claims to reduce ticket volume by 30% and boost containment rates by 10%. Yellow.ai’s Analyze aims to provide detailed insights and uses this information to improve the bot’s ability to […]
AWS and Workday expand partnership to build GenAI capabilities
Amazon Web Services, Inc. (AWS) expands its partnership with Workday, Inc. to build generative artificial intelligence (genAI) capabilities, innovate customer experiences, and help accelerate customer cloud transformation. “By leveraging AWS, we can focus more directly on that goal while using the tools and services they provide for a range of model management and operations,” said Shane […]
Digital CX and design trends
Every year, Forrester’s CX analysts identify top trends in digital customer experience (CX) and design. We’ve just completed this exercise for 2024. This year, organisations must stay abreast of advances in generative AI (genAI), which drives change across digital experiences, research, and design. Meanwhile, organisations are acting hastily due to financial pressures, putting the quality […]
Gupshup partners with Neobank Tonik to bring innovation in digital banking
Gupshup partners with Philippine-based Tonik Bank to develop a Generative AI (GenAI) chatbot for Tonik’s mobile app, aiming to revolutionise customer interaction and innovate the digital banking experience. “As the sector evolves, Gen AI will be crucial to deliver seamless, personalized, and efficient customer experiences. Our chatbot solution is designed to do just that, empowering […]
It’s time to be more strategic about AI in customer service
Generative AI has topped the list of customer inquiries and conversations that I have been having this year — no surprises there! Interestingly, at least half of them have been about AI in customer service and chatbots, virtual assistants, and knowledge bots for customers, which seem top of mind for most customer service leaders. This […]
House730 leverages Azure OpenAI Service to enhance customer satisfaction
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 a one-stop, easy-to-navigate arena. This makes it the first search engine that uses Microsoft Azure OpenAI Service’s natural language processing in the real estate market of Hong Kong. “House730 is always on the lookout for innovative […]
SG service professionals expect customer service to contribute more revenue in 2024
Salesforce‘s State of Service report reveals that a significant percentage (80%) of service professionals anticipate customer service contributing more revenue this year. Gavin Barfield, the chief technology officer and vice president of Solutions at Salesforce ASEAN, underscores the transformative role of artificial intelligence in customer service. He states, “Service teams must seize every opportunity in the […]
SG businesses experienced more change in the last 4 years than previous two decades
Around 81% of companies in Singapore observed evolving more in the past four years than the previous two decades – the highest across all countries surveyed, according to a recent study by HubSpot. “A combination of rising business costs, new technology, and evolving customer expectations have impacted the effectiveness of conventional growth tactics among Singapore’s businesses, accelerating a […]
The future of customer experience: invisible
It’s an iconic scene — the Ring of Power flying through the air in slow motion as Frodo tumbles to the floor of the Prancing Pony. As drunken revelers look on and the ring slips onto his finger, the small, frightened hobbit vanishes into thin air. Frodo Baggins is invisible. And so begins Frodo’s fraught […]
Top government technology trends for 2024
Government CIOs should consider Gartner Inc.’s government technology trends for 2024 to enhance and improve citizen services. “Escalating global turmoil, continual cyber threats, and the adoption of AI are putting increasing pressure on governments to meet citizen demands faster and more creatively than ever before,” said Todd Kimbriel, VP analyst at Gartner. Adaptive security Government CIOs can take advantage […]
Oracle to improve operational efficiency and patient services of IHH Healthcare
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 and regulatory needs for its operations in Singapore and Malaysia. Cloud migration IHH Singapore and Malaysia have migrated workloads to Oracle Exadata Database Service on Oracle Cloud Infrastructure (OCI) and Oracle Exadata Cloud@Customer , respectively. The consolidation aims to improve user […]
How startups maximise AI for business growth
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 Hubspot. AI use across the GTM The survey of more than 1,000 global startup founders revealed that AI helped boost customer conversion rates (57%), enhanced customer engagement (52%), and improved lead quality (41%). Around 62% of founders […]
Podchats for FutureCIO: How inclusion deepens customer experience
In Asia, one cannot overstate the importance of inclusion in enhancing customer experience with its diverse population, comprising various ethnicities, cultures, languages, and traditions. Creating an inclusive environment is crucial for businesses to cater to their needs and preferences. In embracing diversity and fostering inclusion, companies can better understand the perspectives and requirements of customers, […]
Mitigating AI-powered fraud in APAC
A study by Sumsub revealed that the Asia Pacific (APAC) region experienced a 1530% surge in deepfake cases from 2022 to 2023, marking it the second-highest region in the world with the most deepfake cases. Meanwhile, Hong Kong was in the top 5 most vulnerable regions globally to identity fraud. With the increasing use of artificial intelligence, deepfake fraudsters exploit the technology […]
Forever New modernises infrastructure with Nutanix
Nutanix, Inc. partners with Forever New to modernise the global women’s fashion retailer’s infrastructure and to support its cloud strategy for enhanced customer experience. “With multiple ways for shoppers to reach us all around the world for a seamless shopping experience – backend performance is the essence of a better, more personalised customer experience (CX). With Nutanix, we’ve woven […]
Maxis integrates Google Cloud’s genAI solutions
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 Duet AI for Developers in its internal operations and Gemini models on Vertex AI in its customer service operations. “We are delighted to collaborate with Google Cloud as we embark into new frontiers of GenAI […]
Alliance formed to deliver comprehensive cyber resiliency
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 agility. Global strategic alliance Kyndryl and Veeam integrate solutions that provide comprehensive cyber resilience to effectively recover from cyber incidents, human error, and hardware failures; and a simplified and seamless vendor transition to a cloud-based infrastructure […]
Accelya to power Korean Air’s retail modernisation
Accelya announces its partnership with Korean Air, enabling the airline company to innovate its customer experience and take control of its retailing. Accelya FLX Platform The Accelya FLX Platform combines the power of the Amazon Web Services (AWS) cloud and the latest technologies to enable airlines to showcase retail offers across all channels with scalability and reliability. With Accelya’s NDC and […]
How AI will change CX jobs
“It will change how companies deliver value to their customers, and it will supercharge productivity. In some industries, these transformations will lead to the emergence of entirely new business models.” Bain & Company It is hypothesised that an intelligent agent could provide customised conversational decision-making support to help customers find their dream car and automate […]
UnionBank partners with Informatica to enhance customer experience
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 by transitioning from an on-premises solution to the cloud. “UnionBank remains committed to serving the Filipino community by driving technological innovation and adopting best-in-class, industry-leading solutions to deliver a superior financial services experience,” said Wilfredo Montino Jr., chief […]
AI ushers the evolution of CX, study finds
Around 83% of CX leaders in India are already experimenting with or implementing Artificial Intelligence (AI) into their customer journey and topping the list in Asia Pacific (APAC), according to Zendesk, Inc.’s annual Customer Experience (CX) Trends Report. “We’re on the verge of the most significant inflection point we’ve ever seen in CX with the latest advances in AI,” said Adrian McDermott, […]
Heng Leong Hang becomes a smart digital retailer with Nutanix
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, databases, and applications, Nutanix enabled Heng Leong Hang to use one platform to improve the management of its hybrid multi-cloud environment, including its on-premise data center and the public clouds it uses for other applications. Significant […]
Tech advancements drive Social Media Management Software Market growth
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 Media Management Software Market 2023-2027. Growth drivers and trends Technological advancements primarily drive market growth, as well as mobile accessibility, community management, ad management, and video management further drive efficiency. As the industry continues to evolve, […]
AI, the most influential trend for business IT in 2024
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, according to an open survey of the market and opinion research institute Civey commissioned by eco – the Association of the Internet Industry. “Generative AI such as ChatGPT has arrived in companies in 2023. But the possibilities […]
Healthcare BPO Market size to grow by USD 12.90 billion in 2027
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 abundance of skilled professionals is the main driver of the sector’s expansion, providing streamlined operations, improved efficiency, and enhanced service delivery within the growing industry. Market trends The rise of cloud-computing services domains has become an influential […]
Rang-Ay Bank and PLDT partner to strengthen bank’s cybersecurity
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. Rang-Ay Bank enrolled Vulnerability Management as-a-Service (VMaaS) through ePLDT to their mobile applications, database server, core banking system, mobile banking server, and payment hub server. Commitment to customers Mitch Locsin, the first vice president and head of Enterprise and […]
60% of Asia’s top firms to reallocate CX budgets to GenAI by 2027
By 2027, the majority (60%) of top A2000 firms will reallocate 35% of their customer service (CX) budgets to emerging products and skills, according to a recent FutureScape report by IDC. Redefining customer experience Increasing investments toward GenAI and AI-driven solutions redefine customer experiences. IDC predicts that by 2025, 60% of A1000 firms will SURPASS competitors through real-time AI-mined data on […]
SG, warming up to the possibilities of Gen AI
As Generative AI (gen AI) has become a resounding buzzword throughout 2023, organisations in Singapore are warming up and waking up to its transformative possibilities. In a recent panel discussion led by IBM executives in Singapore, the discourse centered on the benefits clients can derive from the technology. This includes improving customer and employee experience, boosting productivity, and facilitating modernisation. As […]
PLDT Enterprise provides IoT solutions to foodpanda
With a bolstered partnership with PLDT Enterprise, foodpanda is set to optimise and revolutionise its business landscape by leveraging Internet of Things (IoT) solutions. IoT solutions The IoT SIMs can optimise foodpanda’s business operations and real-time data gathering, enhancing efficiency and customer experience by providing connectivity security and flexibility to devices and allowing enterprises to […]
Singapore Airlines enhances customer experience with Tata Communications
Tata Communications announced its partnership with Singapore Airlines (SIA) to transform its airlines’ communications and collaboration tools which will enhance employee productivity and improve customer experience. “We take great pride in our long-standing relationship with Singapore Airlines. As a global CommTech player, we are privileged to be chosen as their partner in progress as they […]
Zendesk launches generative AI offerings for CX
Zendesk, Inc. announced its customer experience (CX) generative AI advancements improving enterprises’ customer satisfaction, reducing costs, and increasing customer loyalty. New GenAI offerings “In line with our security principles and privacy framework, we have built-in safeguards and control for companies to set limits for bots. For example, when sensitive information (such as medical history) comes up, an agent must […]
Dell brings its four-pronged AI strategy to APJ
John Roese, global chief technology officer of Dell Technologies shared the four pillars of Dell’s AI Strategy – AI-In, AI-On, AI-For, and AI-With as he discussed the recent launch of Dell Generative AI Solutions and Dell Validated Designs for Generative AI helping users capitalise on the benefits of AI. “Our focus is on private GenAI solutions, […]
Malaysian banks continue to improve CX quality
Forrester’s (Nasdaq: FORR) 2023 Malaysia Banking Customer Experience Index (CX Index™) reveals that banks in Malaysia have been steadily improving their CX quality over the past two years. Maybank leads CX performance This year’s top brand, Maybank, saw an improvement in its CX performance as it recorded 21 positive interactions for every negative one, which is more than […]
Forrester’s 2023 Singapore CX Index shows scores flat to down
Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: Originally published on Forrester.
Overall CX quality declines among multichannel banks
There is an overall decline in customer experience (CX) quality amongst multichannel banks according to Forrester’s 2023 Singapore Banking Customer Experience Index (CX Index). This year’s CX Index rankings reveal that Citibank and DBS Bank improved their CX scores; CX scores of Standard Chartered, OCBC Bank, and United Overseas Bank (UOB) declined; and HSBC appeared on […]
EmotionsAI, the first AI to detect users’ emotional needs, launched
AB Tasty launches EmotionsAI, a new technology that revolutionizes brands’ abilities to personalize the customer experience through their emotional needs. Alix de Sagazan, co-CEO and co-founder of AB Tasty says that it is critical to understand the needs of customers to achieve commercial success. “They place a high value on experience and personalization, and catering to customers’ emotional […]
Customer expectations rise as technology advances
Customer service takes center stage as customers’ expectation continue to rise along with technology advances, according to the newly-released State of the Connected Customer report by Salesforce. Results of the survey, from 14,300 consumers and business buyers across 25 countries — including 650 consumers and 150 business buyers from Singapore, revealed how shifts in technology […]
PodChats for FutureCIO: Excelling in customer experience measurement
History suggests that the ideals of customer experience can be traced to the development of market research as a method of improving advertising in the 1920s. The practice spread to other sectors following World War II the boom of consumerism. Nearly a hundred years have passed with much experience and an abundance of technology, we […]
Fujitsu trials customer service AI at Japan’s supermarket chain
The new AI model generates AI avatars and customise promotional content on digital signage based on customers’ in-store behaviour data.
IDC study reveals how Gen AI is being applied in customer experience
IDC’s FERS 2023 Survey Wave 2 APJ results show 70% of Asia/Pacific C-suite executives are either exploring generative AI use cases or already investing in them. “Gen AI holds immense potential for CX. Experimenting with this technology will also help determine which use cases – customer-facing or employee-facing constitute the greatest value for a specific […]
PodChats for FutureCIO: How to design experiences that drive loyalty
According to Forrester, a customer experience (CX) leader, is in-charged of aligning the organisation around customer value. From the C-suite on down, the customer experience leader needs to advance customer-centricity — evaluating experiences from the customer’s point of view. Forrester says this approach drives loyalty and growth. But rallying the necessary level of focus and […]
Salesforce, Google Cloud unveil new data and AI integration
New hyper-efficient data sharing between Salesforce Data Cloud and Google BigQuery will provide bi-directional secure data access without the need to copy or move data.
BT and Five9 to hasten cloud contact centre adoption
Customers can now access Five9 Intelligent CX Platform embedded with BT’s global voice and data services.
AI-powered Personalisation: Core to modern business-customer interactions
The Southeast Asian retail industry continues to evolve as digital transformations across the region accelerate. A digital-first approach to business has become the new reality for retail driven by high levels of digital maturity and the rise of e-commerce. The latter is nearing full adoption, at (94%) among digital users. These changes in consumer behaviour […]
Adobe’s speeds up content supply chain
Adobe’s new generative AI services will be integrated as a co-pilot for marketers and creative professionals to enable rapid development of content variations and improve end-to-end marketing workflows.
Real-time customer intelligence for an exceptional experience
Digital engagement has led to higher customer expectations, greater demands, and more choices if one brand doesn’t deliver. Privacy laws and changes in the technology landscape have marketers scrambling to get the data they need to meet customer expectations. With customer experience (CX) programmes buckling under pressure, the CMO Council and SAS embarked on an […]
Customer alignment turbocharges company growth
Forrester warns that outdated short-term growth strategies that focus on extracting value from customers no longer work. Dramatic changes in buyers’ behaviour, evolving business models, and technological advances mandate a shift in how companies design their strategies and operate their organisations. To drive profitable and sustainable business growth in this environment, alignment across sales, marketing, […]
CX equal to operational efficiency as priority in APeJ
IDC predicts that by 2024, 50% of the A1000 will adopt CDPs (Customer Data Platforms) as the enterprise customer data service for real-time customer interactions like a central nervous system, increasing CX metrics and revenue by 5%. This is just one of IDC’s predictions unveiled in its latest report, IDC FutureScape : Worldwide Future of […]
Digital banking in China and Hong Kong: same but different
Post COVID, to remain competitive and to win over customers, retail banks must adopt an omnichannel banking strategy focusing on customer experience, says Bain & Company. “Consumers shifted their banking behaviours out of necessity but are staying with digital channels for the experience. That means online and mobile banking are not secondary channels or value-added […]
HK firms risk 6.5% of their revenue due to poor CX
After receiving a poor customer experience, 43% say they reduce their spending with that brand or stop spending with them altogether.
IDC outlines the four reasons for DX spending in Asia
Organisations that pursue digital transformation (DX) want to create new sources of value through digital products, services, and experiences. The pandemic revealed another benefit of digital transformation – it improves an organisation’s resilience against market disruptions. Given its importance to future success, global DX spending is forecast to reach US$3.4 trillion in 2026 with a […]
Affin Bank taps Aspire Systems to hasten digital banking journey
Bank has chosen Temenos Infinity Digital Banking Experience platform (Infinity) to provide the bank with most features that are available “out of the box”.
Cathay Pacific is using conversational AI to enhance customers’ digital experience
Accenture notes that the pandemic has put pressure on organisations and industries to reduce overall costs to outweigh missing revenues. Within in the travel industry, operational deficits caused by staff shortages have negatively impacted processes, costs, and customer experiences. In reporting a loss of nearly HK$5 billion during the first half of 2022, Patrick Healey, […]
How to respond to the customer experience trends that will shape your business in 2022 and beyond
Customer experience has emerged as a key battleground and businesses that can win the customer experience war will be more likely to succeed in the long term. Today’s customers have been conditioned to expect outstanding experiences based on hyper-personalisation. To achieve this, organisations need access to accurate, real-time data and technology solutions that can help […]
Swire Hotels adds more payment options with Adyen
Swire Hotels has teamed up with Adyen to enable more payment options, payment tokenisation and unified commerce – offering flexibility and security to the hotel group’s payment processes. Adyen’s solutions have now been implemented in the accommodation services in EAST Hong Kong, EAST Residence, The Upper House and Pacific Place Apartments, where guest can now […]
Why Singapore businesses are failing to meet customer expectations
The Zendesk CX Accelerator report revealed that Singaporean businesses are struggling to deliver on their exceptional customer experience (CX) aspirations. The report noted that just seven per cent of Singapore businesses are qualified as ‘CX Champions’ – those considered the highest standard-bearers. As of the report, Singapore ranked 10th across the 13 global markets surveyed. […]
Meralco tapped Cloudera to help develop data platform
The new Meralco Data Platform (MDP) processes the utility company’s data and runs various machine learning models – allowing Meralco to implement predictive analytics for improved identification of secondary lines for rehabilitation and overloaded distribution transformers.
Changi Airport Group and Accenture extend collaboration
Adopting a customer-centric approach based on rapid prototyping, the two organisations will jointly design and roll-out new digital products across Changi.
Pandemic drives hyper-personalization demand in India
When the pandemic hit, more consumers in India started to use digital channels and platforms for daily tasks such as buying groceries, opening a bank account, and purchasing medicines, thus changing customer interaction and expectations. As good customer experience (CX) often influences future purchase decisions, increasing customer engagement and satisfaction is the top business priority […]
Paradox of personalisation versus privacy
State of Personalisation Report Uncovers Consumer Behaviours In the race to personalise everything sold online and making that experience memorable, companies have to obtain your personal data first before they can customise. Now this changes consumer attitudes because in the process your data is being shared online and in return, creates a paradox for businesses. […]
Gartner says time to rethink customer engagement
Gartner says sales leaders looking to cultivate an adaptable sales organisation should rethink their current sales efforts across three dimensions. Those dimensions include customer understanding, customer engagement and operating models. “From virtual selling to inflation, the pace of unrelenting change has had a massive impact on B2B commerce,” said Scott Collins, managing vice president in […]
PodChats for FutureCIO: Maximise the impact of automation on CX
In a Forrester study commissioned by CINNOX, only 16% of all surveyed customers recently experienced interactions that exceeded their expectations. It indicates that although organisations are committed to becoming more customer-focused, they have insufficient understanding of customers’ expectations and are failing to deliver quality experiences. In more developed markets like Hong Kong and Singapore, customer […]
PodChats for FutureCIO: Why automatedly human is the way forward in CX
* Editor’s note: This article is co-produced by Sukhpreet Kaur According to Forrester, 44% of purchase influencers in Asia-Pacific consider improving customer experience (CX) as one of their top priorities over the next 12 months. Even a minor improvement to a brand’s customer experience quality can add revenue by reducing customer churn and lowering the […]
When CX programs fail their prime directive
Gartner surveyed 362 global customer experience (CX) practitioners from October through December 2021 to understand CX priorities, processes, and measures that currently exist as well as the organisational structures in place to support these efforts. The study noted that organisations that demonstrate how customer satisfaction is associated with growth, margin and profitability are more likely […]
Hyper-personalisation – the aspirations and the reality
Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their customer hotline, via online chat, and customer WhatsApp number. Long story short, I hung up after listening to an automated voice tell me that ‘the lines are busy’ after two hours. I placed the call […]
IDC calls for rethink of customer engagement strategies
Two years into the COVID-19 pandemic, the region continues to adjust with cycles of change and adaptation. Customers today are more connected, consume more digital products and services, and are sharing more data because of their digital consumption. For organisations, digital engagements, products, and services have turned mainstream as they accelerated the expansions of digital […]
Time to break up with poor fit customers
Gartner predicts that by 2025, 75% of companies will “break up” with poor-fit customers as the cost of retaining them eclipses good-fit customer acquisition costs. When “breaking up” with a poor-fit customer, organisations proactively end the relationship on their own terms rather than waiting for the customer to end the relationship. This shift will expose […]
CSCO action items to improve supply chain CX
Gartner says the increased pace of change in customer preferences and expectations will force chief supply chain officers (CSCOs) to take three actions to improve the supply chain customer experience (CX). “Supply chain customers today are looking for improvements in areas such as on-time, in-full (OTIF). They also expect shorter lead time and personalized products […]
Customer service is still an afterthought
The annual Zendesk Customer Experience (CX) Trends Report highlighted the potential for businesses to drive business success with a focus on customer experiences. However, it also uncovered a gap between consumer expectations and company actions when it comes to customer service. The 2022 report reveals that 68% of Asia Pacific (APAC) consumers feel as though […]
The need for smart and agile contact centres
The use of artificial intelligence (AI) and automation is becoming more widespread, proving to be a significant business driver especially when it facilitates stronger conversations between humans. McKinsey anticipates that AI could potentially deliver an additional economic output of around $13 trillion by 2030, boosting global GDP by about 1.2% a year. This could also save […]
What customers don’t care about
Most financial services leaders are heavily invested in learning more about what customers care about most. Often overlooked, however, are the things customers DON’T care about. A closer look at the other side of the coin can help with project and investment prioritization, cultural changes, and improved customer experience. And I’ll bet they surprise you… […]
Predictions 2022: The Future of Trust
Organizations in Asia/Pacific – private sector, government, and educational institutions – have reached a digital transformation tipping point and are aggressively embracing digital-first strategies. Data security, confidentiality, integrity, and availability are now key issues for all organizations, as is imperative to use data ethically while complying with a complex web of industry and regional regulations. […]
Hong Kong start-ups must prioritize trust to succeed
Setting up a business is not a pursuit for the faint of heart, yet an increasing number of Hong Kongers are giving up their nine-to-six working arrangements in favour of starting their own companies. However, taking a seed of an idea and growing it into a profitable venture is no simple task, even in a […]
The state of modernization, transformation, and innovation in the digital age
The insights in this Boomi report, The State of Modernization, Transformation, and Innovation in the Digital Age, are based on a survey by market research firm Vanson Bourne. The survey asked business and IT leaders around the world about their efforts and initiatives to bring greater speed, agility, and efficiencies to their organizations. The report […]
Customer journey and security are key priorities for APAC businesses in 2022
Although higher than pre-pandemic levels, the levelling of online activity since Wave 2 of Experian’s Global Insights Report (mid-September 2020) means businesses need to shift their focus to address these changing consumer needs and establish trust when it comes to communicating how they utilise personal information and data protection. As industries grapple with pandemic recovery, […]
Predictions 2022: IDC FutureScape’s future of customers and consumers
Technology will be the cornerstone of brands that try to re-establish relationships with customers and consumers in a new version of the physical and digital world. IDC says organizations that focus on resiliency in systems, processes, and business models that influence how companies and brands engage with customers will find success in the future of […]
Forrester: human interaction is part of digital customer experience
Forrester’s CX Index benchmarks the CX quality of brands and is based on a survey of more than 5,000 Australian adult customers, including more than 1,400 customers of five banks: ANZ, Commonwealth Bank of Australia, NAB, Suncorp, and Westpac. The analyst says in 2021 the quality of customer experience in the banking sector has improved, […]
IDC outlines the future of enterprise resiliency and spending
According to the IDC Future Enterprise Resiliency and Spending (FERS) survey improving the customer experience (CX) directly impacts the organization’s bottom line. About 34% of respondents globally reported improved profit margins as one of the top five benefits arising from their CX initiatives. Organizations attributed these higher profit margins to increased revenue (27%), cost reductions […]
Only one in five consumers have exceptional CX
Commissioned by CINNOX, the Forrester Opportunity Snapshot report Infuse Digital Experiences with the Right Dose of Human Touch revealed that while customer experience (CX) is becoming more imperative for competitive differentiation, organisations often fail in exceeding customer expectations. Only 16% of the 1,200 customers that participated in the survey acknowledged having recently experienced interactions that […]
Singaporean consumers prefer being treated as individuals
OpenText survey highlights the critical role digital experience plays for customers post-pandemic, with almost three quarters (72%) saying the pandemic has changed their expectations of brands’ digital offerings
PodChats for FutureCIO: How AI reshapes the customer engagement of tomorrow
A platform that is powered by AI creates an intent-enabled action by the system and use that information to support the agent to carry out a conversation.
APAC consumer loyalty traced to customer experience
New Qualtrics study reveals that consumers are willing to move to digital-only providers for a better product and customer experience
Investments tech on both sides of the APAC divide
Asia/Pacific Organizations ramping up CX investments but vendors must combat privacy and data security challenges, IDC Reports
Why Hong Kong business leaders resist DX
Rackspace Technology survey finds continued resistance to digital transformation among Hong Kong businesses
Poor CS&S engagement has an economic cost
Gartner says rampant rep disengagement could lead to poor customer service experience and economic cost
IDC identifies new CXM opportunities in the utility space
CX events elsewhere are having their impact on utility companies, themselves focusing on the customer journey and all touchpoints along the way.
Strategies to deliver frictionless customer experiences
This OutSystems eBook to learn how customer feedback and AI can help you constantly iterate and improve your application releases and develop a coveted omnichannel presence.
Consumers driving the digitization of retail experience
More than 80% of decision-makers view smart checkout, workforce software and prescriptive analytics as key emerging technologies by 2025
Product analytics ranked top for measuring digital success, says HBR
Product analytics has overtaken legacy marketing analytics to measure digital customer experiences
Frost outlines how the user interface will shape CX
Frost says user interface technologies have moved beyond the concept of simply representing machines to their users to enabling sophisticated and personalized interaction.
Operational efficiency and CX to drive RPA adoption into 2022
As the COVID-19 crisis drives home the importance of automation, enterprises look to scale RPA initiatives and large tech players enter the vendor landscape
Cloud-native MDM to reimagine the customer experience
Customer experience remains the ultimate battle ground where if you don’t innovate, you will be disrupted. But how to make this happen during a pandemic?
6 steps to customer service excellence using VoC
Service organizations can gain insights from customer motivations, impressions and experiences using a VoC strategy focused on cx
Gartner’s marketing predictions in the digital normal post-COVID-19
Gartner’s marketing predictions explore how post-pandemic renewal strategies put marketing on the hook for redefining and re-establishing customer relationships in line with digital’s “new normal.”
Predictions 2021: The continuing evolution of customer insights practices
If 2020 has taught us anything, it’s that change is inevitable and that customer insights leaders must constantly look to evolve their techniques, their technology, and their organizations.
AFFINBANK modernises multi-channel customer engagement
AFFINBANK builds deeper customer relationships, lowers operational costs, improves telesales capabilities and reduces average call abandonment rate using Genesys customer experience platform
CX metrics critical to supply chain success
To help build the business case for customer experience, look at metrics such as cost of service or compensation costs. These can help to justify the move to more customer-centric practices
COVID-19 gives rise to empathetic enterprise in the next normal
IDC says the most digitally mature organizations adapted quicker to challenges brought by the COVID-19 pandemic.
Thailand’s TOT tightens customer engagement operations
TOT ups customer engagement by embedding machine learning and conversational AI capabilities into its existing processes, savings allowed it to add 1,000 more agents.
IDC framework to support differentiated customer-centric strategies of APAC Banks
Contextual banking – the next level of customer relationship – is realized through developing a deeper relationship with each customer based on trust from the past, present, and future
Check CS&S tech for the ability to deliver CX goals, warns Gartner
Customer Service and Support technology investments must be scrutinized for their ability to deliver on customer experience goals
PodChats for FutureCIO: How edge influences your customer engagement strategy
In this episode of Podchats for FutureCIO entitled “How edge influences your customer engagement strategy” we dissect how businesses are adopting (or not) edge technology and its wider application within the context of customer experience.
COVID-19 boosts demand for AI solutions
AI applications continue to be at the forefront of digital transformation (DX) initiatives, driving both innovation and improvement to business operations.
Forrester outlines the future of banking
Changing customer expectations, an erosion of consumer trust, and regulatory influence will drive banking to be invisible, connected, insights-driven, and purposeful by 2030
Forrester: Build CX that engage at an emotional level
Forrester’s US 2020 Customer Experience Index reveals CX differentiation is the key to post-pandemic success building experiences that help them empathetically engage with their customers will bolster customer loyalty
Nielsen says in-stor tech may boost retail resurgence
Brick-and-mortar retail may be readying for a resurgence. And somewhat ironically, a handful of digital brands are leading the charge, and showing the way.
Selling conversational AI to the CEO-CFO-CIO
Conversational AI is the process of enabling machines to have a conversation with the customers, with the end customers and human beings, and the machine should be capable enough.
Customer experience at 5G cross-roads
5G is almost here. I say ‘almost’ because we have yet to see broad deployment by major mobile operators across Asia – either at the consumer-retail level or enterprise. Yes, lots of PR wins by smartphone makers touting their next generation smartphones bearing the 5G standard. Similarly, network equipment vendors are giving themselves praises for […]
Greater customer experience is when marketing and technology intersect
Most everyone will agree the strategy and execution rests largely on the CMO. But for winning sales leaders, CX is a team sport.
FutureCIO QuickTakes: CX begins with the CEO but starts with $
Any customer experience initiative must be helmed by the CEO, says Tony Bates of Genesys. Forrester counters that talking to the CEO about CX must start with dollars.
Customer loyalty is only as good as bad experience
The Zendesk Customer Experience Trends Report 2020 says ease and excellence of customer experience has a direct impact on customer loyalty
CX not tech and channels key to 2020 success
CIO’s close working relationship with the executive leadership team is what will drive organisations to move to the next level – creating an experience-as-a-service mechanism
FutureTrends: UX experience depends on AX
Tony Sandberg, regional director for Asia Pacific at Kemp, talks about the role of technologies application performance management tools and techniques in achieving desired user experience benchmarks.
CX to benefit most from AI Augmentation
Augmented intelligence reduces mistakes while delivering customer convenience and personalization at scale, democratizing what was previously available to the select few.
Measure customer effort right each time
How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […]
Frost lists 8 emerging tech favoured by global leaders
5G, Artificial Intelligence (AI), Blockchain and Distributed Ledger, Human Brain-Computer Interface, Human Intelligence Augmentation, Internet of Things (IoT), Natural Language Interfaces (NLIs) and Quantum Computing are the eight emerging technologies identified by thought leaders globally as having the most profound transformative impact on existing industry dynamics, value chains, and business models across multiple vertical markets […]
Vietnam’s MSB ups customer experience fight with Xelerate
MSB views digital transformation as a critical tool to understand customer’s needs better, serve them seamlessly, and provide superior customer experience consistently.
More focus on the customer experience
Seventy-five percent of organisations surveyed by Gartner increased their customer experience (CX) technology investments in 2018. For 2019, 52% of respondents said they will increase investment into customer analytics, as the focus on customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing. 2019 priorities The survey lists the top five […]
Making banking human again
When was the last time you went to a bank and was greeted with a warm and sincere ‘welcome back’? At one point in my career when I used to frequent a hotel in the Philippines, the staff have become so accustomed to me that they knew me by name and would greet me just […]
Insurance opportunities in 2019
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 of long-term customer loyalty. It’s the only strategy for out-performing a dismal economy,” said Gary Hamel, author of The Future of Management and Competing for the Future. Innovation can come in many forms. It can […]