Singapore – Category pages gain the most engagement out of any page on a site with an activity rate of 32.7%, according to digital analytics firm Contentsquare. With increased activity linked to better outcomes for engagement and conversion, ensuring that these pages are optimised and friction-free should be a priority for retail brands preparing for the busiest season of the year.
That being said, data from Contentsquare suggests actions for brands to take in order to prepare their sites for increased traffic and drive additional revenue.
Firstly, brands should be able to prioritise customer experience to engage consumers in order to maximise conversions, followed by integrating tools such as digital experience and web analytics, as well as campaign tracking, to make the connection between campaigns and on-site activity.
Brands are also advised to embrace real-time analysis to fix issues quickly before conversions are impacted. Lastly, brands should always check the loading speed of their pages as slow loading times can present a negative effect on content consumption.
Despite a challenging macroeconomic climate this year, investing in a holistic digital strategy has never been more important. And with high web and app traffic and on the horizon, making a great first impression is the first step to winning over customers and boosting retention.
Albert Nel, SVP for Asia-Pacific & Japan at Contentsquare, said, “Designing a customer-first experience that drives conversion is a critical step for APAC brands ahead of the peak shopping season. The failure to find and fix customer frustrations on their journey will lead to massive volumes in lost revenue, not to mention customers who opt for a better experience at a competitor’s site.”
Tag: CX strategy
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.
Sydney, Australia – International furniture producer La-Z-Boy has selected experience improvement (XI) solutions provider InMoment’s omnichannel listening XI platform to further drive customer loyalty and satisfaction.
The CX initiative will amplify the retail organisation’s ability to build deeper connections with the next generation of La-Z-Boy customers. It will provide its customers with a consistent experience by eliminating friction points in the customer journey and understanding the sentiment and intention of La-Z-Boy customers through every interaction with the brand.
InMoment uses an integrated CX approach to elevate La-Z-Boy’s omnichannel strategy. The XI technology leverages InMoments’ text analytics engine and deep learning AI to allow users to listen, learn, and act on all of the data signals within La-Z-Boy.
Furthermore, the dynamic omnichannel product can listen to any and all of the signals that drive a modern retail business, including the website, call centre, chat, social media channels, and supply chain. This breadth of signals will allow La-Z-Boy to determine what’s really happening with their customers and where they should focus their time and resources.
This collaboration comes as La-Z-Boy approaches its 100-year anniversary and is reinvigorating its brand into one that’s aligned with today’s new consumer by creating a CX hub that integrates customer data across all channels and understands the importance of breaking down internal data silos and sharing feedback analysis of customer trends throughout the organisation.
La-Z-Boy aims to honour the past and embrace the future by bringing meaningful products and quality experiences to a new generation of customers.
Jorge Calvachi, director of insights at La-Z-Boy, said, “In today’s tumultuous world, we understand the importance of creating a company that is dedicated to delivering products that contribute to positive “me” time and “we” time for family and friends.”
“Our collaboration with InMoment allows us to understand, in greater detail, our customers’ wants and needs and helps us know how they feel, so we can capture the hearts of our customers by creating superior experiences and products,” he added.
Also commenting on the collaboration, Mehul Nagrani, managing director at InMoment North America, shared, “Analysing customer feedback, both in-store and online, is critical to understanding what customers value most and what business improvements should be made.”
He further adds, “Our AI-powered technology gives us the ability, like never before, to help La-Z-Boy make more immediate and informed business decisions about customer interactions and touch points that influence customer loyalty and satisfaction.”
New York – Customer data platform Amperity has been selected by beauty brand Shiseido Americas as the foundation of its first-party data strategy, to assist with creating connected and personalised digital customer experiences across all of its brands.
As consumer shopping preferences and behaviours evolve, Shiseido Americas will be using the assistance of Amperity in bringing a comprehensive solution to managing multiple data sources across its various brands to advance their marketing goals.
In this partnership, Shiseido Americas will be aiming to target shoppers with affinity-based, personalised communications throughout their journey using Amperity’s patented, AI-powered identity resolution and unified customer profiles.
Commenting on this collaboration, Kristin Morseman, senior vice-president of digital transformation at Shiseido Americas, said, “As an omnichannel retailer, we are laser-focused on understanding our customers and the channels they want to interact in, while ensuring we are delivering consistent customer experiences. With Amperity, we can unify and activate all of our customer data with the goal of creating a seamless omnichannel journey for our customers.”
Meanwhile, Barry Padgett, CEO at Amperity, mentioned, “The luxury beauty market is at the forefront of digital innovation, and they are finding unique ways of using data to gain a competitive edge in an omnichannel retail environment. By partnering with Amperity, Shiseido Americas now has the critical data foundation required to enable them to deliver real-time personalised customer experiences across in-store and digital worlds.”
Singapore – Businesses in the Asia-Pacific region who have invested in solutions to improve their own customer experience (CX) strategy are more likely to be more resilient 10.3x than their other counterparts amid the global pandemic, according to the latest insights from customer experience company Zendesk and research/strategy firm Enterprise Strategy Group (ESG).
The report noted that CX investment has made APAC businesses 4.7x more likely to grow their online customer base for the last six months.
Furthermore, the rate of high-maturity CX organizations has also increased from 6% to 8% since 2020, with India (16%), Australia (12%) and Singapore (9%) having the highest proportion of these organizations.. The greatest gains in the region were tied among India, Australia and Singapore, which all saw a 6% point increase from 2020. However, Singapore experienced the fastest growth, increasing the percentage of such organizations by three times in the past year, up from just 3% in the past year.
The report noted, however, that only 21% of midsize and enterprise companies in Singapore feel they have made the right CX investments to increase business resiliency, trailing behind other markets such as Australia (28%), South Korea (28%) and India (64%).
“Organizations across industries, sizes and life cycles are realizing that the customer service function is no longer a cost center, but a revenue driver, and our research with ESG confirms this. In fact, it also found that the connection between CX maturity and greater business growth and revenue remains most pronounced in APAC a year on,” said Wendy Johnstone, chief operating officer for APAC at Zendesk.
She added, “Today’s digital-first economy has made the customer service function the hub of all customer relationships, which is why continuous innovation and investment in CX must be a business imperative for long term success and growth.”
There continues to be a clear correlation between improved CX maturity and the benefits of increased customer satisfaction (CSAT), faster response times, and effective customer service. Notably, the study calls out as well the connection between CX maturity and greater business growth and revenue.
APAC high-maturity CX organizations are better positioned to adapt and thrive in the face of change, taking roughly half the time to grow their team by 50% and onboard new hires (22 days versus 43 days for beginner CX organizations) and add a new channel (21 days versus 45 days for beginner CX organizations).
“The findings indicate that the shift to digital and remote work during the pandemic served as a trigger for companies to accelerate their adoption of new technologies, policies, and processes to benefit from a higher CX maturity,” said Adam DeMattia, director of custom research at ESG.
He added, “Across APAC, high maturity CX organizations recognize that service excellence can be a differentiator, and are actually accelerating investment in CX projects.”
The report further noted that organizations in APAC have increased the number of service channels year-over-year from an average of 7 to an average of 7.8. In addition, many anticipate that preferences and changes will continue to shift as well: 73% of APAC organizations predict that chat and social channels will be most used by customers in the future, up from 54% who say this is the case today.
Lastly, 57% of Singapore companies agree that chat and social channels are heavily used by customers today. This number is projected to increase to 72% in the next three years.
California, USA – Customer experience platform SugarCRM has recently announced the acquisition of Loaded Technologies, a business consulting, CRM strategy and cloud implementation services provider based in Sydney, Australia.
With this acquisition, SugarCRM is expanding its ability to meet implementation service demand in Australia and the broader Asia-Pacific region. SugarCRM’s service portfolio includes cloud-based customer experience solutions, AI-powered sales, and other marketing/service software.
Such services then enable high-definition customer experience through implementations such as migrations from on-premise to cloud environments.
“We are excited to have the team at Loaded Technologies, with their dedication to customer success and expertise of the Sugar CX solutions. The acquisition of our long-time partner, addresses a growing need for mid-market companies who want a trusted advisor that can help them navigate and succeed in optimizing and differentiating their customer experience,” said Jason du Preez, general manager for SugarCRM Asia Pacific.
Singapore – India-headquartered IT and consulting firm Tata Consultancy Services (TCS) has partnered with global technology company Zoho to adopt its solutions in customer relationship management, IT service management, and e-commerce for its global-wide businesses.
Within the partnership, TCS will utilize Zoho’s technological application stack in data analytics, AI business leverage, and unified search to help improve their clients’ approach to CX strategy, design, and customer insights as well as in marketing, sales, and service transformation.
“TCS has a business-led approach to consulting and enterprise transformation. Zoho takes the same approach to its technology, offering a vertically integrated platform of leading business applications and services. We are confident that through TCS’ reach and influence in the market across 46 countries, more enterprise organizations globally will experience the benefits of Zoho’s deep technology stack and world-class applications,” said Sridhar Vembu, co-founder and CEO of Zoho Corporation.
Furthermore, the alliance will allow future business clients to explore new revenue opportunities and gain operational efficiency, whether from remote or in-office locations.
“Enterprises are adopting best-of-breed product suites for customer service functions, because they provide the digital power and flexibility required to create the right engaging customer experience at the right moment,” said Aarti Devi, global head of customer experience management and enterprise application services at TCS.