Since most consumers want to be recognized as individuals today, who generally expect personalization in marketing campaigns, Artificial Intelligence (AI) gets amazingly to work amazingly by ensuring the delivery of an effective brand experience.

According to key finding of Adobe’s Digital Trends 2020 report, two in five (40%) businesses leading in customer experience (CX) significantly exceeded their 2019 business goals, compared to 13% of businesses not leading in the space.

Google Cloud just announced making Google Meet, Google’s premium video-conferencing solution, free for everyone in the coming weeks. Starting in early May, anyone with an email address can sign up for Meet and enjoy many of the same features available to G Suite’s business and education users, such as simple scheduling and screen sharing, real-time captions, and layouts that adapt to your preference, including the expanded tiled view.

Using AR effectively is no simple matter. As with any innovative technology, new benefits come with new challenges. Before embedding an AR solution in your business, it’s important to consider four questions:

Verizon Media shared findings from its 5G Advertiser and Consumer Outlook Study SEA 2020 that surveyed more than 600 consumers and 140 marketing professionals from Singapore, Malaysia, Indonesia and the Philippines – countries that are targeting to launch commercially viable 5G networks as early as 2020.

WARC, the global authority on advertising and media effectiveness, has released the Media Strategy Report 2020, highlighting key trends and themes for an effective media strategy. The insights are drawn from the winners of the WARC Media Awards 2019, following an analysis of the shortlisted and winning entries across the four categories – Effective Channel Integration, Effective Use of Tech, Effective Use of Partnerships and Sponsorships, and Best Use of Data – the key insights are:

Google just presented Meena, an end-to-end, neural conversational model that learns to respond sensibly to a given conversational context. Meena can conduct conversations that are more sensible and specific than existing state-of-the-art chatbots, according to Google’s blog post. Such improvements are reflected through a new human evaluation metric that Google proposes for open domain chatbots, called Sensibleness and Specificity Average (SSA), which captures basic, but important attributes for human conversation.

ABI Research identified the key freight transportation and logistics market trend that will transpire in 2020 – and the one that will not.

New functionality for its open and flexible CRM platform Zendesk Sunshine have been launched earlier this month that lets companies connect and understand all their customer data. These capabilities built on Amazon Web Services (AWS) help companies boost agent productivity and personalize customer experiences with a complete view of their customers’ activity across systems.

All kind of industries generate and collect an unimaginable quantity of data nowadays. According to an IDC report, the amount of data will grow globally from 33 zettabytes (33 trillion gigabytes) in 2018 to 175 zettabytes in 2025. Unfortunately, even large companies with huge budgets and big teams are already facing many unresolved challenges regarding the processing, evaluation, and efficient use of these huge amounts of data. The US analysis and consulting company Gartner, well- known for its in-depth studies such as the "Magic Quadrant" or technology forecasts like the "Hype Cycles", provides some seminal solutions for these challenges and ‘Natural Language Processing’ (NLP) and ‘Conversational Analytics’, our topics of the month, play an important part here.

The coronavirus (Covid-19) outbreak has underscored the importance of digital adoption amongst enterprises, reigniting concerns regarding business continuity, data security, collaboration and seamless customer experience. Against this backdrop, the demand for digital transformation presents IT vendors in Asia-Pacific with a substantial revenue growth opportunity in the medium to long-term, says GlobalData, a leading data and analytics company.

Zendesk just released its Customer Experience Trends Report 2020, analyzing how businesses can drive customer loyalty, what matters most to people when they engage with businesses, and what differentiates leading companies from their competitors. The annual report is based on global survey results and the Zendesk Benchmark, an index of product usage data from more than 45,000 global companies using Zendesk and the gold standard of data on how companies use their customer experience solutions.

Responsible Cyber, a Singaporean cybersecurity startup that manages software security for small and medium businesses, has acquired Secucial, a startup building a digital identity wallet. The acquisition values Responsible Cyber at S$7 million.

Besides product and brand image, customer service has as well a significant impact on a company's reputation. That’s why the customer service department plays a central role in every customer-oriented company and bears great responsibility for creating satisfied and loyal customers.