CX | DigiconAsia

This writer outlines what could be undermining customer experience despite advanced digitalization, and offers checklists for achieving (positive) resolution-focused operations.

Survey of eight APAC markets finds consumers want faster service and more AI support

By DigiconAsia Editors | Aug 6, 2026 | News, Newsletter

Data shows respondents’ sentiments about service friction, channel handoff, AI comfort, and customer experience technology plans across sampled countries

CX in an always-on banking world

By Guillermo Veiga, Group CIO, Standard Chartered | May 20, 2026 | Customer Experience, Perspectives, Tips & Strategies

Customer experience (CX) in global banking is at an inflection point. Expectations are rising as ecosystems fragment, and the operating environment is becoming more complex, regulated and interconnected.

Hospitality trends in 2026: Shifting to data‑driven, guest‑centric digitalization

By Tony Marshall, VP & Managing Director (APAC), Agilysys | Feb 5, 2026 | Newsletter, Tips & Strategies

The APAC hospitality industry needs to rethink metrics, automation, and connectivity in 2026, to align tech investment with revenue/experience outcomes

When a GenAI chatbot fails to placate an angry customer, what next?

By Balasubramanian Swaminathan | IMAWS | Feb 20, 2024 | Features, Newsletter

Fall back to well-trained human call-center agents, of course! Even then, GenAI can help human CRM agents balance professionalism and empathy…

The impact of bad customer experience on earnings will be felt more in 2023

By DigiconAsia Editors | Jan 12, 2023 | News, Newsletter

An estimated US$165bn of consumer spending in South-east Asia is sensitive to poor customer experience management amid poor economic forecasts: survey

Empathy is the future of digital experience

By DigiconAsia Editors | Mar 17, 2021 | Newsletter, Tips & Strategies

According a recent report, most organizations are still a long way from authentically displaying empathy when addressing digital brand strategies.

Transforming from legacy customer challenges to cloud-based customer delight

By webmaster webmaster | Apr 8, 2020 | News, Newsletter

How a finance company in Vietnam grasped digitalization to nearly double customer satisfaction rates and reap operational savings. Vietnamese...

What is your data really worth?

By Splunk | Apr 3, 2020 | Whitepapers

63% of all the data organizations possess is dark data, and deciphering this data will enable businesses to leverage and monetize the insights. A Splunk study has found that by...