Customer Experience

With more channels, and touchpoints available for customers to interact with a brand, marketers’ task has never been more complicated. Vikram Krishna, Executive Vice President, Head of Group Marketing & Customer Experience, explained how marketers can resolve these complex issues. “What do we need to do differently to win market share while dealing with the […]

At the end of the workday, you jump in your car and get hit with a notification from Apple Maps: “15 minutes to Home. Traffic is normal right now.” This is personalisation in a nutshell. Your phone knows your daily routine and gives you a heads up before you even have a chance to buckle […]

A new retail report by CFI Group and Radial shows that 38% of customers generally avoid participating in retail loyalty programs. Many customers just don’t see enough value being offered in loyalty programs to make it worth joining. Retailers have an obvious incentive to add more customers to their loyalty programs. Our study shows that retail loyalty members are […]

LogMeIn announced the results of a global study conducted in partnership with Ovum to understand how support agents are faring in the age of ever-rising consumer expectations. The findings reveal that the vast majority of surveyed agents believe that the technology tools provided to customer-facing employees are not evolving as quickly as their needs are. Today’s […]

Criteo S.A., the advertising platform for the open Internet, announced a global partnership with Pixalate, the world’s first cross-platform ad fraud detection and prevention solution. As invalid traffic (IVT) continues to plague the advertising industry, Criteo is committed to making additional investments that will provide an increased scope of protection against IVT and low-quality inventory. […]

Accenture and SAP SE  announced they are co-innovating and co-developing the new SAP® Cloud for Utilities solution to help companies more effectively manage business processes and customer experiences. This initiative aims to elevate energy transition and customer experiences, helping companies quickly adapt and thrive in times of change. SAP Cloud for Utilities will be an […]

Adobe recently announced that it was one out of two companies recognised as a Leader in The Forrester Wave™: Digital Intelligence Platforms, Q4 2019. As a leader, Adobe received or was among the top scores in the digital experience optimisation, AI/machine learning, technology integrations, product vision, supporting services, partner ecosystem, platform revenue, enterprise customers and […]

Netcore’s Smartech now becomes Asia’s largest multi-channel marketing automation platform with AI-powered personalisation and recommendation capabilities. Netcore Solutions, a leader in SaaS-based multi-channel marketing automation and communications, has acquired AI startup, Boxx.ai. Netcore’s Smartech will now further empower digital brands to deliver a truly omnichannel personalised experience at scale for every individual across all the […]

The Vibe Marketers Fest 2019, Middle East’s largest marketing technology conference concluded on November 6. The two-day summit that began on November 5 was the second edition of the annual conference, following its successful launch last year in November. The conference witnessed a massive turnout of marketing leaders, CMOs and technologists from the region who […]

Chatbots have sparked a debate about their effectiveness and appeal to customers. A lot of it depends on how customers feel about talking to a bot during customer service requests. That’s where NLP comes in. NLP, or Natural Language Processing, as per Gartner, is a technology that “involves the ability to turn text or audio […]