Customer Experience

Branding: Simplicity and the supply chain
When we say ‘offer a seamless service across channels’ and ‘add customer histories to transactions,’ how do we achieve it? Manhattan Associates’ Scott Gillies has some ideas.
Celcom integrates customer experience with Oracle, Accenture
Celcom Axiata Berhad has deployed an integrated customer relationship management (CRM) platform enabled by Accenture and Oracle, saying this would transform its customer experience.
MAS launches 'digital business transformation’ with Adobe
Adobe said that national carrier Malaysia Airlines (MAS) has signed “a major deal to implement a mission-critical technology refresh” fuelled by Adobe Marketing Cloud and Adobe Creative Cloud.
Competing in today’s dynamic retail market place
The retail landscape is undergoing a major transformation and retailers that don’t make fundamental changes will at best continue to lose market share, or at worst, will simply disappear, writes Scott Gillies of Manhattan Associates.
Macrokiosk to ‘mobilise’ TNB’s customer, employee engagement
Macrokiosk Berhad and Tenaga Nasional Berhad have signed a partnership agreement that will see them continue to work together on TNB’s nationwide mobile customer engagement and to enhance overall efficiency.
Malaysia’s IT spending to grow 10% in 2014, outpacing APAC: Gartner
Malaysia's total IT spending is forecast to grow 10.2% to reach almost RM69.8 billion (US$21.24 billion) in 2014, said Gartner Inc, while total IT spending in the Asia Pacific region is forecast to reach US$758 billion in 2014, up 4.2% from 2013.
Big push by Malaysian companies on customer experience front: Avanade research
Over 95% of Malaysian respondents in a global survey on the changing sales process and buying patterns of business said that IT plays a greater role in the overall customer experience than it did in the past.
Banks not meeting customer expectations: SunGard research
New consumer research undertaken by SunGard has found that banks in some of the world’s fastest-growing emerging markets are still struggling to meet evolving customer expectations.
Minimum viable crap and cardboard cutouts
The idea of a Minimum Viable Product or an MVP isn’t to barely do anything and then push it out into the market; that way you only end up with minimum viable ‘crap,’ says Priceline’s outspoken CEO Jeff Hoffman.
Relationships and customers
With many startups focusing on getting a product out the door, customer support is something that can get overlooked. And while customer conflicts are unavoidable, how you resolve them that determines how strong the long-term relationship will be write Gabey Goh.
Download Digerati50 2020-2021 PDF

Digerati50 2020-2021

Get and download a digital copy of Digerati50 2020-2021