Customer Experience

Asian ‘xCommerce’ industry worth US$17 trillion by 2019: IDC
The xCommerce market – which includes e-commerce and other types of online business – will grow rapidly in Asia Pacific, rising from nearly US$7 trillion in 2015 to nearly US$17 trillion in 2019, according to IDC.
Bad experience means bye-bye customer: Survey
Nearly eight out of every 10 respondents in a South-East Asian survey on changing consumer behavior indicated they would stop doing business with a company after a bad 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.
Download Digerati50 2020-2021 PDF

Digerati50 2020-2021

Get and download a digital copy of Digerati50 2020-2021