Digital tools and techniques are advancing the way companies interact with customers and the ‘code that knows’ is the catalytic converter for this necessary business transformation, writes Jayajyoti Sengupta of Cognizant.
Aspect Software has announced the appointment of Alfred D. Lallana Jr (pic) as country manager for the Philippines. His appointment supports Aspect’s aggressive global expansion strategy that mandates a strong focus on emerging markets in Asia, the company said in a statement.
Marketers are grappling with the complexities of creating a customer experience-friendly culture but are aligned in their determination to differentiate their business through customer experience.
Brandt International will be investing up to US$56 million over the next three years in an effort to become one of the leading BPO companies in Malaysia, its CEO Munirah Looi said after announcing a partnership with Cisco and Servion.
More than 85% of firms in Asia Pacific believe that the Internet of Things (IoT) will be the most strategic technology initiative for their organisation in a decade, higher than the global average of 80%, according to a survey conducted by Forrester Consulting and commissioned by Zebra Technologies Corporation.
HP has announced HP Digital Customer Experience services for Oracle which it said would help companies plan, build and manage customer experience business solutions for more personalised, consistent interaction with their customers across store, web, mobile and social channels.
Mobile-powered customer experiences will fuel digital transformation in Asia Pacific in 2015, according to Forrester Research Inc, which has unveiled its top 10 technology predictions for the region.
Servion Global Solutions said it has partnered with Cisco Systems to design and implement a centralised contact centre solution for Bangkok Insurance (BKI).
No business would let 4,000 customers a week pass through its doors with no customer service agents available to help guide them, yet this happens online all the time, writes Erwann Thomassain of Genesys.
Companies that reject a customer-centric approach by maintaining their traditional organisational structures, continuing their piecemeal investment in technology and listening to their internal functional experts rather than the voice of the customer, will fail to grow and increase their competitive advantage, according to a new global report by EY.