Multichannel
Digital meets physical: Re-invigorating online engagement
No business would let 4,000 customers a week pass through its doors with no customer service agents available to help guide them, yet this happens online all the time, writes Erwann Thomassain of Genesys.
Celcom integrates customer experience with Oracle, Accenture
Celcom Axiata Berhad has deployed an integrated customer relationship management (CRM) platform enabled by Accenture and Oracle, saying this would transform its customer experience.
Online sharing rules consumer electronics decisions in Malaysia
Online sharing appears to be the most influential source of information for Malaysians when purchasing consumer electronic products, according to the latest Text100 Digital Index: APAC Consumer Electronics Study.
Customer support: APAC consumers turn to video and social media
The latest Avaya Asia Pacific Customer Experience Index showed that Asia Pacific consumers prefer multichannel communications in customer service, with video emerging as a new customer service channel, and social media continuing to grow and deliver great customer satisfaction scores.
