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.
True
cx
Singapore’s AI optimism highest globally but AI-powered customer service is failing, Qualtrics report
ai
ai chatbots
artificial intelligence
customer service
cx
Havas’ global leaders on smart acquisitions, serious CX, and scaling with intent
cx
david shulman
havas
rana barua
tracey barber
transformation
Less M&A, more CX. Campaign Asia speaks with Havas’ global and regional leads about how the network is reshaping its business with CX at the core, avoiding the temptation of scale, and its plans in APAC.
‘Don't make the customer do the heavy lifting’: NRMA CMO calls brands out for poor CX
accenture song
cx
A panel of marketers from NRMA, Nine, and Medibank point out best practice for CX, competing for attention among new audience segments, and the importance of being 'obsessed' with the customer.
Customer experience can no longer be an afterthought: David Shulman, global CEO, Havas CX
cx
david shulman
With a mission to reshape brands through exceptional customer experiences, Havas' Shulman discusses strategies for balancing soaring consumer expectations with personalised and meaningful interactions in a fiercely competitive market.
The Philippines' top brands for customer experience
campaign 360
cx
milieu
top 50 brands
The Philippines list follows the top 50 CX brand ranking across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Singapore's top brands for customer experience
campaign 360
cx
milieu
top 50 brands
The Singapore list follows the top 50 CX brand rankings across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Thailand's top brands for customer experience
campaign 360
cx
milieu
top 50 brands
The Thailand list follows the top 50 CX brand ranking across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Vietnam's top brands for customer experience
campaign 360
cx
milieu
top 50 brands
The Vietnam list follows the top 50 CX brand ranking across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Malaysia's top brands for customer experience
campaign 360
cx
milieu
top 50 brands
The Malaysian list follows the top 50 CX brand ranking across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Indonesia's top brands for customer experience
campaign 360
cx
gojek
milieu
samsung
shopee
top 50 brands
The Indonesian list follows the top 50 CX brand ranking across Southeast Asia revealed at Campaign360, in partnership with Milieu Insight.
Southeast Asia's top 50 brands for customer experience
cx
milieu
top 50 brands
Customers ranked Samsung and Shopee at the top of their list through an extensive research survey from Milieu Insight in partnership with Campaign. Check out the other 48 brands on the list.
Reimagining the hotel customer experience
cx
hospitality
If hospitality brands want to beat out home travelers and boutique hotel brands, they need to adopt their own housekeeping policy about four-day-old bath towels: Change it up.
Accenture Interactive to buy Brazilian CX provider Experity
cx
Experity will help scale Accenture's market capabilities in customer experience and commerce.
The X factor: Why agencies want to lead in ‘experience’
advertising agencies
agency report card
agency report cards
apac
cx
evaluation
experience
media agencies
research
When asked to describe what they do, more agencies are describing themselves as providers of ‘experience’. What exactly does this mean?
Inside L’Oreal’s customer experience transformation
cx
loreal
transformation
The CPG and beauty giant promoted longtime exec Céline Dumais to lead a global transformation in customer care.
7 rules for creating an aspirational online experience
branding
cx
digital
experience
Maintaining the aspirational aspects of luxury marketing can be a tricky proposition online. AnalogFolk's Asia strategy director looks at how some premium brands are adjusting successfully.
Six takeaways from Forrester's predictions for CMOs in 2021
cmos
cx
forrester
predictions
technology
In a time of intense flux, sweeping changes could affect everything from purpose to customer loyalty and cause an existential crisis for CMOs.
Why poor service will destroy your luxury brand
customer service
cx
luxury
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.
Marketers need to move up from CX to HX
cx
The future is brighter for brands that prioritise serving humans over targeting customers.
It's time brands stop paying lip service to customer experience
cx
The pandemic has opened new customer experience opportunities that should not be ignored by only adding a few generic digital tools, says Wunderman Thompson's APAC strategy chief.
Marketers still slow to improve CX
adobe
cx
experience
marketers
martech
technology
top of the charts
TOP OF THE CHARTS: Despite all the talk about experience being a priority, most brands are still aren’t moving fast enough, according to Adobe’s latest study.
MullenLowe launches 'leaner' data-led experience offering
cx
experience
japan
mullenlowe
New unit within MullenLowe Profero Japan will work to deliver "quick, tangible wins" for clients in Japan and elsewhere in the region.
60% in China say brands rarely live up to promises
china
cx
data
jack morton
research
top of the charts
TOP OF THE CHARTS: Consumers in China care more about how brands behave than the global average, and also feel more disappointed, according to research from Jack Morton.
Integrating CX into your organisation, part 3: Timing is everything
cx
In the last of a series, Geometry Global's Jeremy Thomson looks at what's needed to be able to really see things from the customer's perspective.
Publicis, VCCP named winners in Cathay Pacific's first pitch in 25 years
cathay
cathay pacific
cx
The airline has chosen the winner of its creative, media and social assignments, an account reportedly worth US$100 million.
Once written off as 'boring', Zendesk now has 19,000 Asian customers
cx
Mikkel Svane, CEO of the "unicorn" customer-service platform, explains how the coolest startups are doing things differently and why no Gen Z customer will ever want to speak to a human.
What's on a restaurant's marketing menu?
branding
cx
instagram
restaurant
Restaurants are facing stiffer competition in cities across Asia with customer bases that aren't easy to reach on just one platform or two. So what are modern marketing methods of getting diners in the door?
Integrating CX into your organisation, part 2: Not just another house guest
cx
As customer-centric design becomes more popular more companies are realizing its importance. But most seem to see it just another pretty face.
Short-term 'sugar rush' can seduce marketers
airlines
cathay pacific
cx
Amid all the focus on setting up digital platforms and acting on real-time data and incentives, marketers may be forsaking long-term brand building at their peril, says Cathay Pacific brand chief Edward Bell.
Integrating CX into your organisation, part 1: Willingness to learn and change
cx
In the first of a series, Geometry Global's Jeremy Thomson looks at what's needed to be able to really see things from the customer's perspective.
How can you measure customer experience?
cx
Experience is personal; much of it is based on emotions. So unfortunately, building satisfying customer experience is not as straightforward as we want it to be.
In-store experience: Engage and empower your front lines
cx
Empowering associates with the right information at the right time with the right training will not just help satisfy increasingly frustrated customers, but also help deliver more profit.
Customer care steps into the limelight
customer service
cx
Once almost a back-office function, customer service is now the front-line in building the desired customer experience.
Dennis Owen coming to Hong Kong for Cathay Pacific
cathay
cathay pacific
cx
us
HONG KONG - Dennis Owen, Cathay Pacific's head of marketing from the US, is tipped to replace Alastair Bullock on a two-year secondment at the airline's Asian headquarters.
OgilvyOne appoints customer engagement heavyweight
customer engagement
cx
OgilvyOne Hong Kong, the world’s leading customer engagement agency, has announced the appointment of Christopher Brewer as Head of Customer Engagement. He will lead consulting and strategy services, partnering with clients to craft and deliver calculated, creative and connected customer and marketing experiences, seamlessly orchestrated within a myriad of ever-growing-ever-blurring channels.