Customer Experience

Interactive Intelligence expands APAC Hq in Malaysia
Interactive Intelligence Group Inc has invested about RM2mil to expand its Asia Pacific headquarters in Kuala Lumpur, relocating from Menara IMC to Menara Prestige.
Customer experience: China leads, Singapore lags
While Customer Experience Management (CEM) programmes are being undertaken on a global scale by businesses of all sizes, a new survey from Avaya found that China leads the pack with 84% of businesses having a CEM solution, followed by the United States (73%) and India (72%).
Customer experience: CEOs need to take charge
Many businesses already see the need for customer experience programmes, and some are even creating specialised roles like the chief customer experience officer. But for such programmes to work effectively, the CEO himself has to take charge, say two MSC Malaysia companies specialising in the field.
E-commerce pros to ramp up focus on customer experience: Oracle
According to new Oracle studies, B2B (business-to-business) and B2C (business-to-consumer) commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organisations, and are continuing to invest in technologies and digital content strategies to facilitate them.
SAS-Silverlake partnership aims analytics solutions at Malaysian banks
US-based business analytics company SAS Institute has announced a partnership with IT solutions provider Silverlake Group to introduce a range of SAS advanced analytics solutions to banks in Malaysia.
Unifying customer engagement practices with IBM ExperienceOne
IBM has announced IBM ExperienceOne, a new integrated portfolio of cloud-based and on-premise offerings that it said helps clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices.
Malaysian ‘Switching Economy’ worth over US$53 billion in revenue: Accenture
Most companies in Malaysia are failing at keeping their customers from switching service providers despite 98% of consumers using at least one digital channel to search for information via highly influential corporate sites. As a result, there is a potential US$53 billion of revenue at play in the market represented by the ‘switching economy’, according to new research released by Accenture.
hybris software appoints new Asia Pacific head
hybris software, an SAP company, has appointed Graham Jackson as the head of its Asia Pacific operations, as it aims to lead businesses into the era of omni-channel commerce.
New Avaya solutions for omni-channel customer experience
Avaya has announced new and enhanced customer experience management solutions that it said would help businesses eliminate the fragmented, high-effort service that jeopardises customer loyalty and revenue growth.
Viewsy bags top honours at CeBIT’s CODE_n
British startup Viewsy emerged the winner in the 2014 CODE_n Startup of the Year competition, organised in conjunction with this year’s CeBIT trade fair in Hannover, Germany. 
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