Survey of eight APAC markets finds consumers want faster service and more AI support
Data shows respondents’ sentiments about service friction, channel handoff, AI comfort, and customer experience technology plans across sampled countries
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CX in an always-on banking world
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.
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Hospitality trends in 2026: Shifting to data‑driven, guest‑centric digitalization
The APAC hospitality industry needs to rethink metrics, automation, and connectivity in 2026, to align tech investment with revenue/experience outcomes
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When a GenAI chatbot fails to placate an angry customer, what next?
Fall back to well-trained human call-center agents, of course! Even then, GenAI can help human CRM agents balance professionalism and empathy…
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The impact of bad customer experience on earnings will be felt more in 2023
An estimated US$165bn of consumer spending in South-east Asia is sensitive to poor customer experience management amid poor economic forecasts: survey
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Empathy is the future of digital experience
According a recent report, most organizations are still a long way from authentically displaying empathy when addressing digital brand strategies.
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Transforming from legacy customer challenges to cloud-based customer delight
How a finance company in Vietnam grasped digitalization to nearly double customer satisfaction rates and reap operational savings. Vietnamese...
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What is your data really worth?
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...
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Cloud mythbusting – Is hybrid cloud a boardroom matter?
Routine Cloud management is best left to IT teams, but the preceding strategy and planning should be a boardroom priority. A decade ago, cloud...
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The 5G revolution for marketers
The 5G revolution is imminent and Asia’s tech-savvy consumers are increasingly excited about the benefits it will bring, but are marketers prepared to capitalize on the immense creative, innovation and...
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Case Studies
Streamlined invoicing frees Dunlop Tire Thailand staff for higher-value work
Shifting from paper invoices to …Read More
Bank of Maldives updates core systems to support digital and Islamic banking operations
New platform adopted 23 July …Read More
Xiaomi streamlines global payments across 18 markets
Continual digital transformation has reduced …Read More
The 48-hour lifeline: How the IRC rewrote the rules for crisis care
In a world where crises …Read More