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customer service

Singapore’s AI optimism highest globally but AI-powered customer service is failing, Qualtrics report
ai ai chatbots artificial intelligence customer service cx By Staff Reporters

Qualtrics’ Southeast Asia strategist Irene Ng warns that brands are mistaking AI adoption for AI acceptance and it’s costing them trust. While 68% of Singaporeans believe AI can make life better, barely 40% believe companies will use it responsibly.

Are brands right to allow machines to handle customer service?
ai artificial intelligence chatbot customer service By Matthew Keegan

While AI offers efficiency, many still prefer human interaction for complex customer service issues, prompting questions about a balanced approach that combines technology with empathy.

Why poor service will destroy your luxury brand
customer service cx luxury By Daniel Langer

Many luxury brands have struggled to fill their stores due to poor service. But this issue isn’t just unprofitable; it also destroys brand equity.

Teaching clueless chatbots the art of conversation
ai chatbot customer service machine learning marketing By Jenny Chan 陳詠欣

The gap between human expectations of chatbots and their actual capabilities means this field has a lot of development still to come.

Can Japan’s renowned customer service be recreated online?
customer service japan By Colten Nahrebeski

Can brands find a happy medium between the traditional idea of 'omotenashi' and the quick, efficient shopping a younger generation demands?

Designit MD sees opportunity to simplify Japanese service
customer service design marketing By David Blecken

Phillip Rubel, who recently entered the design world after a long stint in advertising, compares the two industries and outlines how brands can use design to achieve distinction.

Humanity, not technology, the key to service excellence: Don Peppers
customer service By Emily Tan

HONG KONG - The more a company can automate services and minimise call-ins, the more critical its customer-service staff becomes. And because of this irony, according to author and consultant Don Peppers, companies must be willing to invest even more money and trust in customer-service staff.

Customer care steps into the limelight
customer service cx By Emily Tan

Once almost a back-office function, customer service is now the front-line in building the desired customer experience.

Creating 'insanely' customer-centric culture at DHL
customer service By Patricia Tan

The majority of APAC business continue to ignore customer service, at their peril. Patricia Tan, senior vice president for customer service at DHL Express, shares some of the strategies her company uses to build a truly customer-centric culture.

Updated: HTC Malaysia's poor service drives fan to 'complainvertise'
customer service malaysia By Emily Tan

MALAYSIA - Loyal HTC user and fan Reuben Yap has resorted to sponsoring a post on Facebook to complain about HTC Malaysia's poor customer service after more than a year of misery.

When machines delight: Prospects for automated customer service

customer service marketing By John Merakovsky

Companies love to talk about delighting customers, but few actually do. Can automated tools scale adequately to let companies deliver a seemingly authentic human touch without actual human involvement?