Tag: Customer experience

Singapore – When it comes to customer experience(CX), customer data serves as a significant source of insights that can be used to predict behaviours and needs, while informing an organisation on how it resonates with its customers. 

However, brands within the Asia-Pacific(APAC) region still face significant challenges in the way data is collected and analysed, according to a report from unified customer experience management platform Sprinklr and global customer experience platform CX Network. 

Specifically, the report found that 46% of brands in APAC said they do not have a central data storage required to deliver a competitive customer experience, with only 58% indicating that they had an annual budget of US$100,000 or less for contact centre solutions.

On the other hand, 79% of brands in APAC are using multiple tools to understand customer data, impacting operational efficiency as well as overall customer experience, with 54% of brands storing their contact centre data in a way that can be easily analysed.

With these findings in mind, the report underscores that modern CX demands unified systems that enable digital communication channels handled by the contact centre to deliver the most comprehensive understanding of customers, their experiences, and the likelihood that they will return.

The ability to do this depends on where customer data is stored, whether it is received by CX teams in real-time, how it is actioned, and the tools available for the job.

Talking about the findings, Melanie Mingas, editor in chief at CX Network, said, “When it comes to advancing the quality of CX and the efficiency of operations, these organisations must take the opportunity to embrace AI-powered tools that support workflows and analyse customer interactions across all channels. This report outlines the benefits of upgrading the tech stack and provides practical advice on how to initiate such a project.”

Meanwhile, Arun Pattabhiraman, chief marketing officer at Sprinklr, said, “The use of multiple disconnected tools for CX management can lead businesses to underutilise their consumer data and miss key business insights. Our latest report spotlights some of the industry-wide gaps in data collection and analysis for the Asia-Pacific region, to encourage a shift to the more optimal approach of unified CX management.”

“Sprinklr’s unprecedented AI-powered CXM platform is a global leader in this space, helping some of the world’s leading businesses extract the maximum value from their data, while improving their overall customer experience,” he added.

Singapore – In today’s dynamic business landscape, the ability to deliver exceptional customer experience (CX) has become a critical differentiator. Customers, now more than ever, demand exceptional service and are even willing to pay a premium for it. And so, with growing customer needs and demands, businesses must learn how to leverage technology to deliver a truly seamless customer experience that will set them apart from the rest.

In this journey towards revolutionising CX, the capabilities brought about by artificial intelligence (AI) serve as a powerful ally. With AI technology’s ability to process huge volumes of data and predict customer behaviour, it can address customer needs and resolve issues more efficiently for businesses. 

For Admir Mašin, head of platforms in Asia-Pacific at Infobip, businesses must develop strong omnichannel CX strategies to drive growth while providing a favourable customer journey across all channels. He further highlighted the power of conversations in elevating businesses, advising brands and platform businesses to engage with customers in real-time in their preferred channels and to be present when and where their customers expect them to be.

Mašin also talked about CPaaS X, a set of modular and flexible APIs that is made to eliminate the complexities brought about by CPaaS integration for platform businesses. He highlighted how Infobip’s CPaaS X speeds up onboarding and time to market, reduces operational load, and streamlines engineering efforts, thus simplifying a customer’s workload and giving them more space to focus on scaling their business.

Meanwhile, industry leaders Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; Prerna Pant, co-founder of Radarr; as well as Mašin, also provided their industry insights on how brands can revolutionise their current customer experiences to become more future-proof and efficient. 

The industry experts in Asia-Pacific shared their advice on what are the best practices in establishing the best CX strategy for brands and businesses aiming to revolutionise their customer experience strategies by utilising cutting-edge technologies.

Collins shared how important it is for brands to employ a life-centric approach when assessing and dealing with customers. She emphasised how brands that are thriving are those that focus more on how they can help people with their needs, personalising what they can offer, and improving the customer’s journey with the brand.

In addition, Pant also discussed the relevance of understanding customers at each stage of their journey. By using advanced technologies like social media listening tools, brands can track and understand what’s driving customers in each stage of their journey, helping them solve problems and anticipate trends in the future.

Meanwhile, McIntyre pointed out the importance of having the right measurement in a brand’s CX programme. Businesses must learn how to choose the right metrics and visualise data so that it measures what matters for the customer and business.

Mašin also suggested investing in conversational technologies, leveraging AI capabilities to increase efficiency while also fostering interactions with audiences to create satisfaction and drive success.

The webinar, titled CX Revolution: Leveraging AI Tech for Seamless Customer Experience, is made in partnership with omnichannel communications platform Infobip. It was attended by industry experts and marketing representatives from countries inside and outside of APAC.

If you missed going to the event, you may register HERE to obtain your on-demand access.

Manila, Philippines – Digital technology and customer experience (CX) services provider Movate has announced the acquisition of outsourced sales and customer experience services TSD Global, as it aims to expand its footprint in the Philippines, as well in other markets.

The acquisition marks a new milestone for Movate, broadening its footprint and enriching its digital customer experience service portfolio with a strategic client base. It also aligns with its global strategy, with deep investments in disruptive technologies to offer in-class services at scale. 

Sunil Mittal, CEO at Movate, said, “TSD Global’s solid credentials delivering differentiated sales and CX services to large and marquee technology clients perfectly complement Movate’s vision and capabilities. From the first day of our association, we have seen a great cultural fit and value system alignment between the companies.”

He added, “The inclusion of TSD into the Movate family will help strengthen our global delivery footprint and amplify our capacity to deliver revenue-generating outbound services, thereby enriching the business value we provide to our customers. Our strategic investments and a collaborative, AI-powered approach, position us well to together deliver tangible growth and an unmatched value proposition for all stakeholders.”

Meanwhile, Anthony Vesho, president at TSD Global, commented, “Our vision has always revolved around creating a seamless digital customer experience journey and fostering innovation for our clients. In Movate, we have discovered the ideal home where our shared vision and values converge. The acquisition process was remarkably smooth and collaborative, a testament to the synergy between our teams. As we embark on this new chapter, we look forward with excitement to times ahead, knowing that this is not just a merger of businesses, but a fusion of cultures – a truly great fit.”

Manila, Philippines – Philippine Airlines (PAL) has announced that it has tapped Salesforce to improve its current customer experience (CX) strategy, aimed at redefining its customer service and engagement.

The agreement was signed at a recent ceremony at the Conrad Manila, with top executives of PAL, Salesforce, AF Digital, Amadeus, and other key stakeholders in attendance.

Through the partnership, PAL will integrate Salesforce Customer 360, Salesforce’s integrated CRM platform powered by AI, across the airline’s contact center and customer feedback handling units. This will provide a comprehensive view of customer interactions to elevate the overall passenger experience while enhancing internal processes to improve efficiency.

Moreover, PAL will be using Salesforce Sales Cloud, Service Cloud, Marketing Cloud, Customer and Partner Portal as well as Slack to provide employees with the insights and tools they need to deliver exceptional customer experiences at every touchpoint. 

The airline also plans to harness the power of AI through the Salesforce Einstein Chatbot, leveraging its ability to use natural language processing (NLP) to understand and respond to customer inquiries.

Capt. Stanley K. Ng, president and chief operating officer at Philippine Airlines, said, “This is more than a partnership. It is a statement of Philippine Airlines’ commitment to the future — a future where digital transformation isn’t just a buzzword but a strategic imperative. It’s about reimagining what Philippine Airlines can be, driven by technology, but always focused on the human experience. We welcome Salesforce as our partner in PAL’s pursuit to create a unified, trustworthy and enriching customer journey.”

Meanwhile, Sujith Abraham, senior vice president and general manager at Salesforce ASEAN, commented, “We are thrilled to partner with Philippine Airlines on their digital transformation journey, and on their mission to deliver exceptional customer experiences. We share values and a customer-centric vision that aims to redefine the very concept of airline customer service for the modern age. We look forward to helping PAL realize the value of AI, data, CRM and trust with data-driven insights to predict, personalize and respond to evolving customer preferences at every touchpoint.”

Lastly, Aurea Vidal, chief information officer at Philippine Airlines, said, “Agility is not just an approach for Philippine Airlines; it’s a way of life, especially as we navigate the complex, fast-paced demands of the airline industry. By partnering with Salesforce, we can build a framework that can swiftly adapt to the evolving needs of our customers and the market. Salesforce CRM will provide us with the strategic agility we need to meet, and exceed the evolving needs of our passengers.”

Singapore – Consumers in Singapore are wary of the fast adoption of artificial intelligence (AI) by businesses, with 87% of local consumers saying they want to know whether they are communicating with an AI or human for customer service. This was according to the latest data from Salesforce.

According to the data, around 79% of the respondents are concerned about companies using AI unethically. However, it is also worth noting that around 66% of customers in Singapore say advances in AI make it more important that companies are trustworthy.

Meanwhile, 53% of customers in Singapore expect companies to understand their needs as they change. Furthermore, 85% of customers in Singapore expect faster service and 78% expect better personalisation as technology advances.

In addition, 78% of customers in Singapore expect consistent interactions across departments and 76% expect to interact with someone immediately when they contact a company.

Lastly, in terms of customer engagement, 85% of consumers in Singapore say the experience a company provides is just as important as its products and services. However, many companies fall short – 66% of customers in Singapore say most companies treat them as a number rather than a unique individual.

Moreover, 62% of consumers in Singapore switched brands at least once in the past year. With this, the quest for better deals is the leading reason for switching brands but the demand for product quality follows closely behind. 

Sujith Abraham, senior vice president and general manager for Salesforce ASEAN, said, “Rising customer expectations means companies can’t afford to stand still when it comes to customer service. Technologies such as AI hold immense potential for businesses to keep up with changing needs and preferences. But this also raises pressing concerns around the ethics of AI.”

He added, “The trust imperative is now more important than ever. Companies that will succeed are those that demonstrate they are approaching the technology thoughtfully, grounded in transparency and security, in order to win the trust of their customers.”

Singapore – In a time characterised by rapidly shifting customer preferences and heightened digital engagement, harnessing the power of AI technology has emerged as a paramount strategy for delivering a truly seamless customer experience (CX). AI’s capability to intelligently analyse huge volumes of data and predict customer behaviour not only enables personalised interactions but also empowers companies to proactively address needs, resolve issues, and create journeys that resonate deeply with each individual. But with the CX landscape continuously transforming, how can companies leverage the power of AI technology to adapt to increasing customer expectations and excel in a competitive market landscape?

To explore the potential of platform tech integrations in redefining customer experience strategies, MARKETECH APAC presents a new webinar this September 21. Titled “CX Revolution: Leveraging AI Tech for Seamless Customer Experience“, the webinar aims to impart valuable insights to marketers on leveraging technology to enhance customer interactions, streamline communication channels, and deliver personalised experiences that resonate with the target audience.

The webinar will host a panel discussion with some of leading industry experts in Asia Pacific to share their thoughts on how brands can revolutionise their current customer experiences to become more future-proof and efficient. The panel is composed of Admir Mašin, head of platforms in Asia-Pacific at Infobip; Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; and Prerna Pant, co-founder of Radarr. 

The panel discussion will also discuss the following:

  • Assessing Brands’ CX Scores: What are the crucial aspects when evaluating the performance of brands’ CX scores?
  • Mapping the CX Journey: How do the critical stages of the CX journey play a role in achieving excellence in customer experiences?
  • Empowering CX of the future: How can strategic adoption of future-proof technologies enhance and advance customer experience capabilities?

Meanwhile, Infobip’s Mašin will be also doing a keynote presentation where he will be discussing how brands can elevate and innovate their customer journey strategies through advanced communication technologies. Moreover, it will also tackle the following key points for discussion:

  • Beyond the Surface: Delving into Communication Tech Platforms and Their Limitless Potential
  • Innovating Together: Harnessing Communication Tech Platforms to Break Down Silos in Customer Journeys
  • Strategic Tech Synergy: Illuminating How Communication Platforms Drive Ultimate CX Enhancement

“The rapid advancements in AI technology are sure to revolutionise the CX journey, prompting marketers to redefine their brands’ CX strategies as they aim to enhance customer interactions while also improving agility and efficiency. Don’t miss the opportunity to learn from experts on tech integrations, streamlining channels, and personalised experiences for your targeted audience,” said Katherine Sy, regional head of content at MARKETECH APAC. 

CX Revolution: Leveraging AI Tech for Seamless Customer Experience is made in partnership with global cloud communications platform Infobip. Catch this webinar on September 21, 11AM (GMT+8) by registering HERE. See you there!

Australia – Telecommunications company Vodafone joined forces with Live Nation, a live entertainment company, and its joint venture partner Secret Sounds to give customers presale access to upcoming live music shows in Australia. 

Through this new partnership, Vodafone customers will not only get exclusive presale access for tickets to the live music shows, but they will also have the chance to win curated live music experiences like backstage passes, rockstar treatment, or meeting their favourite artists. 

Vodafone will also be supporting the next generation of Australian musicians as they become the presenting partner of Ones to Watch, Live Nation’s discovery platform for emerging artists. Ones to Watch helps artists reach audiences domestically and globally and has played a role in the careers of artists including Dua Lipa, Halsey, LANY, and LÉON, among many others. 

First up, through this new partnership, Vodafone customers will get exclusive presale access for tickets to see The Weeknd on their Australia tour in November 2023. More announcements for local and international superstar artists are also expected as they bring their tours down under. 

Kieren Cooney, group executive at TPG Telecom, said, “We’re thrilled to partner with Live Nation and bring our customers closer to the music acts they love. With live events and experiences in huge demand and fans eager to see their favourite artists more than ever before, we’re offering Vodafone customers first access to tickets and unforgettable experiences with the musicians that they love.” 

Speaking on the partnership, Greg Segal, president brand and marketing partnerships ANZ at Live Nation,  also said, “Our research tells us  that music is the leading passion point for many Australians. Through our partnership, Vodafone will provide unrivaled experiences for its customers by offering them exclusive access to Australia’s most anticipated live acts. It’s a great time for Vodafone to establish a major partnership in music with the  demand for concerts and festivals at record levels.” 

Live Nation and Secret Sounds have recently toured some of the world’s most recognisable artists, including Harry Styles, Red Hot Chili Peppers, Dua Lipa, Billie Eilish, Gorillaz, The 1975, and Kendrick Lamar.  

Since May, Vodafone customers have been able to purchase pre-sale tickets to the Secret Sounds Festival Sideshows to see artists including Sam Fender, Tove Lo, Noah Cyrus, Loyle Carner, and Yeah Yeah Yeahs, as well as pre-sale tickets to see Live Nation touring artists Motley Crue + Def Leppard, Blink 182, Post Malone, Louis Tomlinson, and the Jonas Brothers. 

Jakarta, Indonesia – Home Credit Indonesia has tapped comprehensive AI-powered platform FPT Smart Cloud to help enhance its customer experience and streamline operations through artificial intelligence (AI).

By seamlessly integrating its operations across both online and offline platforms, the firm ensures that its customers can access services anywhere, anytime, echoing its commitment to provide trusted financial services at the fingertips of its customers.

Moreover, by joining forces with FPT Smart Cloud, the financial services company gains access to a wealth of advanced AI offerings and expertise to elevate services, enhance operational efficiency, and deliver unparalleled customer experiences.

At the heart of this partnership lies its AI chatbot project, aiming to revolutionise customer interactions and support services. The AI chatbot showcases linguistic comprehension, enabling it to understand and respond to customer inquiries in multiple languages, particularly, Bahasa, the local language.

Le Hong Viet, CEO of FPT Smart Cloud, said, “FPT.AI, developed and nurtured by FPT Smart Cloud has a global vision to harness the power of natural language processing to address challenges faced by businesses worldwide. Indonesia, being a market full of potential, has been a priority for us.”

He added, “Through this collaboration with Home Credit Indonesia, we aim to create lasting value and drive digital transformation in the financial sector. Meanwhile, by leveraging FPT.AI solutions, Home Credit Indonesia gains a competitive advantage in the fiercely competitive market of Indonesian financial services.”

Meanwhile, Yusron Anas, chief information officer at Home Credit Indonesia, commented, “As a customer-centric organization, Home Credit Indonesia is committed to constantly enhancing the experience for our valued customers. This partnership with FPT Smart Cloud marks a new milestone in our journey to leverage advanced technology and innovation to serve our customers better, and part of the landscape enhancement towards delivering automation everywhere in the company.”

He added, “The implementation of AI technology will significantly enhance the speed and efficiency of our customer service, ensuring that our customers receive prompt assistance and a seamless experience across various touchpoints. Thus, we open up various possibilities for our customers to use our services.”

Singapore – Adobe has announced a slew of new product announcements which aims at helping brand improve their experience-led growth for their businesses. The new updates encompass their product suites in Adobe Experience Cloud, Adobe Express, and more recently Adobe Firefly.

Through the updates with Adobe Experience Cloud, brands can now connect Adobe Real-Time CDP, and Adobe Journey Optimizer and Customer Journey Analytics to help them drive a new phase of their digital transformations: wide-scale personalisation at moments that matter, while keeping customer data secure.

Moreover, it also announced the availability of Adobe Product Analytics to enterprise customers, its new tool providing product teams with self-service capabilities to fully understand customer adoption and product usage, as well as debuting AI-infused updates to Adobe Journey Optimizer, offering brands powerful experimentation and testing capabilities to inform decision-making.

Lastly, the update to Adobe Firefly now combines Adobe’s photo, design, video, document and generative AI tools into a new all-in-one editor, which will allow previously time-consuming tasks – removing image backgrounds, creating standout social video content, editing PDFs and animating characters through audio – into more seamless experiences.

Anil Chakravarthy, president of digital experience business at Adobe, said, “Today’s digital economy, coupled with the heightened expectations of consumers, means organizations must be laser-focused on customer experience as the great differentiator. Through the combination of Adobe’s industry-leading enterprise applications and strong innovation engine, we are in the perfect position to help brands rise to this challenge and drive sustainable, experience-led growth.”

More recently, Adobe announced new generative AI models to help businesses improve their customer experience strategies, as well as updates to its video tools to improve workflow for businesses.

Singapore – Unified customer experience management platform Sprinklr has announced launch of Sprinklr AI+, a generative artificial intelligence (AI) feature which aims to facilitate content creation, improved feedback and assistance, and identification of insights and subsequent actions – all while being committed to enterprise-level governance, security, and data privacy.

Sprinklr AI+ allows enterprises to combine unstructured, CX data from 30+ digital channels – including social platforms, messaging platforms, and millions of publicly available news, blog, and review sites – with generative AI to create content, improve feedback and assistance, and more quickly identify insights and subsequent actions. 

Moreover, Sprinklr AI+ incorporates generative AI powered by an integration with the OpenAI enterprise API. This bespoke arrangement includes robust security and privacy terms and demonstrates Sprinklr’s commitment to safeguarding our customer’s data.

The new offering gives brands a unified generative AI capability for social media management, customer service, and marketing that is built with enterprise-level governance, security, and data privacy in the design.

Through the new offering, Sprinklr customers can tap into new features across all four Sprinklr product suites namely its unified omnichannel contact center as a service (CCaaS) ‘Sprinklr Service’, AI-powered research platform ‘Sprinklr Insights’, unified omnichannel platform ‘Sprinklr Marketing’, and social media management offering ‘Sprinklr Social’.

Pavitar Singh, chief technology officer at Sprinklr, said, “We have seen massive demand for generative AI capabilities to improve customer service and employee efficiency. Sprinklr AI+ brings this transformational technology to customer experience at the enterprise level and has the potential to revolutionize the front office for our global customers.”

Singh added, “For us, this is the next evolution of our AI journey to help our customers work better, faster, and more cost effectively, while preserving the level of governance, compliance, and data privacy that the most iconic brands in the world require.”