customer experience

Feb 7, 2020

CX leaders thrice as likely to exceed business goals: Adobe/Econsultancy report

From being a fringe benefit to marketers a decade ago, customer experience has become a mission-critical asset, according to Adobe and Econsultancy's Experience Index 2020 Digital Trends report.

Aug 29, 2019

The power of friction for brands in a frictionless world

Seamless brand experiences risk being forgettable; sometimes it pays to throw in a few well-placed obstacles.

Feb 27, 2019

Singapore brands leading way in SEA on customer experience

TOP OF THE CHARTS: Zendesk’s latest trends report highlights factors that affect consumer behaviour when engaging with brands.

Aug 17, 2018

Once written off as 'boring', Zendesk now has 19,000 Asian customers

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.

Aug 2, 2018

'Experimental' Asia leads world in uptake of customer-experience tools

Faced with an increasingly large array of customer-experience tools, companies can learn from APAC, which is way ahead on adoption, according to a new study by Bain & Company.

Apr 17, 2018

Integrating CX into your organisation, part 2: Not just another house guest

As customer-centric design becomes more popular more companies are realizing its importance. But most seem to see it just another pretty face.