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New data from Juniper Research predicts consumer interaction with chatbots in retail will reach 22 billion by 2023. The figure represents a sharp increase over an estimated 2.6 billion interactions this year. According to the new research report “AI in…
Hong Kong Customs has seized 55,000 items of fake goods destined for the US during a three-month campaign to combat cross-border counterfeiting. The haul, some of which is shown in the accompanying photograph, included trainer, apparel, mobile phones and…
DBS has retrained its customer center employees to take on new roles as customers become more digitally savvy. Voice biometrics specialists, live chat agents, and customer experience designers are among the 13 new job roles that DBS Bank has introduced in…
Why a personalised and convenient engagement with shoppers is critical in online stores. Consumers are expecting more personalised and convenient experiences from retailers and brands in the B2B space. Research shows 58 per cent of online shoppers expect…
Qualtrics, the leader in experience management (XM), today launched research revealing the extent to which Singaporean businesses are responding to customer feedback and the subsequent impact on business outcomes. The Qualtrics State of Customer Feedback…
Winning Group chief executive John Winning credits “good old-fashioned customer service” with delivering what he says was the biggest month in Winning Appliance’s 113-year history. According to the CEO, March sales were up 42 per cent on last year’s written…
Spark New Zealand has appointed Grant McBeath (pictured) as its new customer director on the company’s leadership “squad”, effective July 1. McBeath will replace current customer director Jolie Hodson, who will become Spark’s chief executive from that date.…
SM Group has employed its first in-mall customer service robot, at SM Megamall. Named Sam, the AI humanoid robot is designed to help customers with directions and information about the latest mall deals, promotions and events. “Innovation is what SM strives…
There is a significant disconnect between the way brands and customers perceive trends in the customer experience, according to a recent survey by InMoment. While 36 per cent of brands believe their customer experience is definitely improving, only 13 per…
Myer CEO John King’s turnaround plan passed its first real test on Wednesday when the retailer reported a 3.1 per cent year-on-year increase in net profit after tax in the first half of FY19 to $41.3 million. While total sales fell 2.8 per cent to $1.67…
Chinese online discounter VIPShop is reaping the benefits of a 13 per cent increase in active customers last quarter to 32.4 million – well ahead of the 5 per cent full-year improvement. Its annual results released overnight showed net revenue soared 15.9 per…
People born in the year 2000 will turn 19 this year, entering university or finding jobs in a society struggling with slowing economic growth and a rapidly declining population. But as Korea adapts to a difficult economic environment, how will this new…
Ikea is turning to services to increase turnover and boost engagement with customers. Moreover, partnering with specialist companies in such areas as delivery and assembly allow it to focus on product design and sales, leaving post-checkout experiences in the…
E-commerce accounted for 8 percent of total retail sales in Indonesia last year, on course to reach 18 percent by 2023, fueled by changing behavior among tech-savvy customers who are willing to spend more for convenience, according to a recent study by…
Sarment Holding Limited is pleased to announce that it is partnering with BlackBerry to co-develop KEYYES CHAT, a highly-encrypted messaging application to provide identity and overall data security management for Sarment’s rapidly growing ultra-high, and…
As a result, she faces constant harassment by debt collectors who call her, wait outside her home, and even go as far as contacting her parents, family members, friends and acquaintances. “I was not expecting these fintech firms to subject their customers to…
