Customer Experience

Digital transformation: Don’t forget the back-end!
Digital transformation is not just about going mobile or boosting your consumer-facing apps, it’s about integrating the front- and back-end, says an Oracle exec.
Dimension Data completes acquisition of Jebsen & Jessen comms unit
Dimension Data said it has completed the acquisition of the communications division of the Singapore-headquartered Jebsen & Jessen Group of companies in South-East Asia.
mySamsung aims to make users ‘feel at home’
Samsung has rolled out a regional ownership programmed called ‘mySamsung’ that allows its customers to manage their devices and more, via an app.
E-commerce fuels payment gateway boom, and vice versa
The e-commerce boom in Asia has benefited not just customers but also payment gateway providers, writes Benjamin Cher.
Bad times the best time for digital transformation: Gartner
If there is a good time for Malaysian companies to start embarking on a digital transformation agenda, it would be this year as economic growth is expected to slow down, a Gartner research director argued.
‘Smart home commerce’ the next frontier
The next frontier is being driven by smart and connected appliances, but to truly make a difference, they need to connect to the greater ecosystem.  
SMEs: Get smart about relationships, take on Goliaths
SMEs now need to smarten up their CRM to retain customers and innovate in legacy industries, says a Salesforce exec.
Better customer service through self-service
As customers grow increasingly tech-savvy, the majority are not only ready for self-service, but actually prefer it, writes Timothy Kua of Zendesk.
Bulp: Channeling complaints and compliments the social way
The new paradigm of customer experience, and Indonesia’s increasingly dense smartphone penetration rate, prompted Arie Nasution to cofound Bulp Indonesia, which has developed an Android app that allows consumers to channel their feedback to businesses.
What’s Next: In insurance industry, digital will win the war
A key differentiator for insurance companies over the next few years will be about how well they execute their digital strategies, one expert told the What's Next conference, while another proposed that digital technology will allow the industry to be about life, and not death.
Download Digerati50 2020-2021 PDF

Digerati50 2020-2021

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