Tag: Customer experience management

Manila, Philippines – Usually, when customers have concerns regarding their telco provider, it is within customers’ efforts to establish initial engagement with customer support; well Globe, telco giant in the Philippines, has announced a new digital initiative that aims to change this experience. 

In an aim to transform the way it serves customers, Globe is flipping its customer experience by being the one to call customers when they have concerns that would need help from a customer service agent.

Amid the new normal, Globe has previously developed new digital platforms such as GlobeOne, Globe At Home, and TM apps to help customers save time and effort by providing answers to their most frequently asked questions without the need to call the hotline or visit a Globe store. Digital assistants were also made available on Facebook Messenger to respond to basic inquiries.

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GlobeOne, one of Philippine telco Globe’s customer support channels.

However, the company said, some concerns such as bill explanation, connection issues, and sim delivery requests would require person-to-person engagement. In this case, customers only have to report their concern via the GlobeOne or Globe At Home apps, or the hotline’s interactive menu, and a Globe representative will call them personally.

“We understand that fast and reliable service matters to our customers especially at a time when they heavily depend on our services. We want to assure them that our frontline support continues in the form of outbound calls which make it more convenient for them to get the assistance they need. They don’t have to wait in the hotline or store; we will be the one to call them,” said Rebecca Eclipse, Globe’s chief customer experience officer.

According to Globe, an internal Net Promoter Score (NPS) survey was conducted, where customers expressed satisfaction towards the outbound calls being done by Globe.

Meanwhile, Globe frontliners also give positive feedback on outbound calling as it enables them to be more prepared and confident when interacting with customers.  

“Serving customers’ needs remains to be a top priority of Globe. The company consistently delivers solutions that make it more convenient and safer for customers to raise their inquiries and concerns, especially during the pandemic when the demand for connectivity has increased,” said the company in a press statement.

Hong Kong – Insurance company FWD has made claim payments easier to receive by launching its instant claim service through its eService app.

Infographic_eServices App Instant Claims
Claim applications submitted to FWD’s eServices app

With the new platform launch, users can now process claims payment faster from days to within a day. Claim applications submitted to the eServices app are processed by its AI assessment engine, and customers can receive claims approvals and get paid through their selected means instantly via the platform’s Faster Payment System (FPS), at any 7-Eleven convenience stores, or by direct transfer to their bank accounts.

Infographic_AI Approves Instant Claims Application
Applications processed and approved instantly by eServices app’s AI assessment engine

“Elevating the customer experience is always our top priority, and every claim is a ‘moment of truth’. We’ve been continuously developing customer-led innovations and working closely with our partners to make claims more straightforward and effortless. FWD will continue to invest in improving the claims experience and enhancing overall insurance solutions to keep changing the way people feel about insurance, and truly ‘celebrate living’ together,” said Ken Lau, FWD’s managing director for Greater China and Hong Kong CEO.

The instant claims service is available for life insurance’s personal accident claims of up to HK$3,000 covering treatment expenses, as FWD will extend service to support hospital income and hospital claims later this year.

Tokyo, Japan – Dirbato, a local based system integrator, is officially joining the partner program hosted by experience management company Medallia. 

With a focus on customer experience and retail, Dirbato will work alongside Medallia’s team to augment its sales and service offering in Japan from customer experience advisory services to implementation for organizations across the country. 

The program by Medallia gathers partners, which become an extension of its team, playing an important part in its development and growth. 

“We recognize the continued value our strategic partners bring to Medallia, and we welcome Dirbato to our program and look forward to working alongside them,” said Manabu Oura, head of Japan at Medallia.

Meanwhile, Shin Aoki, partner at Dirbato said, “As customer and employee experience gains greater traction in Japan, we are delighted to be partnering with Medallia, the global experience management leader.”

Last October, Medallia partnered with Japanese telecommunications company SoftBank Corp in improving the customer experience for SoftBank’s 46 million mobile subscribers.

“Dirbato is a leading systems integrator with a team of highly experienced consultants,” said Irence Wee, head of channels and alliances for Medallia in Asia Pacific. 

“We are delighted to welcome them as a Medallia partner in Japan and look forward to working closely to drive experience management programs for organizations throughout the country,” added Wee. 

Singapore – Global rewards management platform Giift has announced the launch of Giift Engage, a marketing tool that helps drive customer experience through reward-based offers.

Giift Engage allows companies to promote themselves to customers through points-based promotions like enabling mile points or an egift card program in the form of personalized digital customer experiences, games, and more across multiple communication channels. 

With more than 50,000 program affiliates collectively built into the platform with industries spanning from banking to hospitality, Giift Engage can be used by companies for a wide range of client activities across acquisition, lead generation, portfolio usage, digital adoption, among others. Moreover, Giift Engage will be used internally as well, for instance, to incentivize staff for activities and outcomes, productivity, project completion, collaboration.

“Loyalty is a consequence of sustained and relevant engagement between a brand and its customers. Most of the time, programs fail due to their inability to engage meaningfully with their customer base. Giift Engage seeks to address that without brands having to go through a stressful implementation exercise and in a more cost-efficient manner,” said Pascal Xatart, co-founder and director for Giift.

Giift operates within the APAC region, with offices in Singapore and Jakarta.

Hong Kong – Canada-headquartered customer experience management (CXM) and insights platform Alida has expanded its Asia Pacific and Japan (APJ) team to build on its existing regional presence and propel further growth in the CXM industry.

Formerly named Vision Critical, Alida is a global platform that offers both CXM and extraction of insights and feedback. Its products offer brands a number of use cases such as customer journey, customer satisfaction and advocacy, marketing and advertising, and product and UX design across a broad range of industries.

The firm recently appointed its general manager for APJ, former CEO of IT firm NTT Steven Medeiros, and along with Medeiros’, its several appointments of senior industry leaders in the region support its expansion to drive new growth while making additional investments in its clients’ success and partner ecosystems. 

“We are seeing unprecedented demand from clients and partners seeking enterprise technology, industry expertise, and a high touch, localized delivery model. We will continue to invest in great people to better serve our clients and partners across Asia Pacific and Japan.” said Medeiros.

Phillip Walsh, former regional vice president for APJ at Texas-based computer software company Kony, joins the team as general manager for Australia, New Zealand, and Pacific. Walsh brings over 19 years of CRM sales experience, with leadership positions at Atomic Software, BMC Software, Pegasystems, and IBM Australia. In his role at Alida, Walsh will focus on formulating strategy and growing business in ANZ.

Jodarna Meade has been appointed as head of customer success for the APJ region. Meade brings over 20 years of experience and previously led Alida’s sales operations, partner ecosystems, and customer success management in North America recently relocating back to Asia Pacific region. Prior to joining Alida, Meade spent a decade leading marketing at Lendlease. 

Karen Lo joins the APJ team as head of marketing to further expand client and partner growth in the region. Lo’s decade of experience in leading corporate communications and marketing for Dimension Data and Hewlett Packard Enterprise, will strengthen Alida’s pipeline and revenue growth and expand brand presence across APJ.

Wingsan Lun, senior sales executive of APJ, joins the team to lead sales and growth for APJ. With more than 20 years of experience in Temenos, Adobe, and Salesforce.com, he brings deep expertise in digital marketing and customer experience. Lun will support the growth of Alida’s customer base in the region and support its clients to uncover the power of customer truth in their businesses.

Uma Jain, partner manager at APJ, brings over 18 years of experience in business development and execution of global go-to-market strategies for acquiring new clients and partners. Jain previously held senior management positions at Kore.ai, OutSystems, and Kony. She will support the growth of Alida’s global and partner ecosystem.

Jagan Sivanesan, the new principal solution engineer, has joined Alida to lead the regional APJ solution engineering team. Sivanesan brings over 16 years of engineering experience developing state-of-the-art software experiences, high-growth technology companies, such as Kony and Wipro Technologies.

“I’m thrilled to have assembled this powerhouse team of proven technology experts to drive our growth in APJ. Each leader brings unique expertise that is fundamental in propelling our business to the forefront of the CXM industry in Asia Pacific and Japan,” said Medeiros.

He added, “Their collective wealth of experience will drive our next phase of growth in the region. Our priority as a team is to know our customers and put them first.”