customer experience
The new business models to unlock digital Southeast Asia
Southeast Asia is a burgeoning global powerhouse, but for companies looking to grow by embracing its digital opportunities, the key to success lies in understanding the cultural complexities of the region.
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The unexpected formula for great customer experience
It’s been proven that a good experience leads customers to spend more, but perhaps counter-intuitively, in order to enable that, companies should spend more on their employees. It’s time for business to get smarter.
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Infographic: The personalisation touch
It’s about more than just being friendly. Personalisation of email and marketing efforts can lead to more trust, greater engagement and a willingness to spend more money.
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Five tech trends set to disrupt the next five years
Which technology do you think will have the most impact in the next three to five years? A panel of experts weighs in on emerging tech trends and the results may surprise you.
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Infographic: The evolution of retail
Experience is increasingly important when it comes to brands navigating a retail world where digital is on the rise. Being able to court the right audience and give them an encounter to remember is key to a smart evolution.
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Video: Why financial services institutions should look to China
It’s no secret that the financial industry is facing disruption and pressure from many angles. But that doesn’t mean they can’t or shouldn’t reinvent themselves, and look to what’s happening in places like China to anticipate the future.
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This phone call will be recorded (and then probably forgotten)
Companies are storing increasingly large amounts of audio data from call centre conversations, but are they tapping into its value? Speech analytics is getting easier, and provides more insight than businesses might realise.
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The art of improving CX with digital distraction
Airports face a difficult task creating a seamless customer experience amid financial and regulatory constraints. Digital is helping to improve passenger flows, but can also be used to help distract customers from the necessary inconveniences of air travel.
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Opening up to new ways of banking
Banks are facing upheaval in the way they compete with the introduction of Open Banking. Rather than a catastrophe, it’s an opportunity for financial institutions to embrace new products, services and business.
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