Customer Experience
Most organisations now have big data plans: Gartner survey
Investment in big data technologies continues to expand, according to a recent survey by Gartner Inc which found that 73% of respondents have invested or plan to invest in big data in the next 24 months, up from 64% in 2013.
Sanjay Gupta’s role at Aspect expanded to include Asean
Aspect Software, which provides fully-integrated customer interaction management, workforce optimisation, back-office and cloud solutions, has announced today its senior executive Sanjay Gupta will assume an expanded portfolio to include the fast-growing Asean region.
Interactive Intelligence expands APAC Hq in Malaysia
Interactive Intelligence Group Inc has invested about RM2mil to expand its Asia Pacific headquarters in Kuala Lumpur, relocating from Menara IMC to Menara Prestige.
Customer experience: China leads, Singapore lags
While Customer Experience Management (CEM) programmes are being undertaken on a global scale by businesses of all sizes, a new survey from Avaya found that China leads the pack with 84% of businesses having a CEM solution, followed by the United States (73%) and India (72%).
Customer experience: CEOs need to take charge
Many businesses already see the need for customer experience programmes, and some are even creating specialised roles like the chief customer experience officer. But for such programmes to work effectively, the CEO himself has to take charge, say two MSC Malaysia companies specialising in the field.
E-commerce pros to ramp up focus on customer experience: Oracle
According to new Oracle studies, B2B (business-to-business) and B2C (business-to-consumer) commerce professionals find integrated, omni-channel customer experiences increasingly valuable to their organisations, and are continuing to invest in technologies and digital content strategies to facilitate them.
SAS-Silverlake partnership aims analytics solutions at Malaysian banks
US-based business analytics company SAS Institute has announced a partnership with IT solutions provider Silverlake Group to introduce a range of SAS advanced analytics solutions to banks in Malaysia.
Unifying customer engagement practices with IBM ExperienceOne
IBM has announced IBM ExperienceOne, a new integrated portfolio of cloud-based and on-premise offerings that it said helps clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices.
Malaysian ‘Switching Economy’ worth over US$53 billion in revenue: Accenture
Most companies in Malaysia are failing at keeping their customers from switching service providers despite 98% of consumers using at least one digital channel to search for information via highly influential corporate sites. As a result, there is a potential US$53 billion of revenue at play in the market represented by the ‘switching economy’, according to new research released by Accenture.
hybris software appoints new Asia Pacific head
hybris software, an SAP company, has appointed Graham Jackson as the head of its Asia Pacific operations, as it aims to lead businesses into the era of omni-channel commerce.
