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.

The proportion of digital contact points, significant for the success of your own business model, is growing. As a result, the online customer journey has become an integral part of the customer intelligence strategy today. In addition to the online advertising contacts that take place along the entire digital customer journey, one's own website plays a central role here, too. Whether in traditional eCommerce or lead generation, the focus is always on the user. With the help of digital analytics, the behavior and needs of users can be better understood so that in-depth recommendations for action can be derived, thus, leading to improved service, a better product, and an optimized customer experience.

For online retailers, it’s no longer a simple case of bricks vs. clicks anymore. Spoilt for choice these days, consumers are far less loyal to brands and are more likely to try new products. With online retailers facing increasing competition, how can they build brand loyalty and retain customers in today’s marketplace?

VR and AR have the potential to shake up the customer experience by individualizing retailers’ offers and enabling customers to visualize products in different settings. By 2020, 100 million consumers will shop in AR online and in-store, according to Gartner.

Zendesk’s vision to connect customer conversations across web, mobile, and messaging comes to life with WhatsApp for Zendesk, now available across Asia Pacific (APAC). The WhatsApp Business API connector will allow businesses to quickly and easily reach and respond to their customers using WhatsApp across the region.

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.

Vue.ai is an inference engine for the retail industry that gives, with its AI retail teams across the globe, access to a central brain that extracts critical data from products and customer behavior.

Retail teams can automate key functions and deliver personalized experiences to each shopper, increasing ROI on every function in the organization, by pulling the power of AI in the hands of every team member across merchandising, buying, styling, cataloging, marketing and more.

Socialbakers announced ithe enhancment of its marketing solutions by including paid social media oversight and control across multiple ad accounts into Socialbakers Paid Analytics.

As brands are shifting more budget to social media advertising, it becomes paramount that the budget owners gain a clear understanding of their advertising investment. According to Socialbakers, the process is currently plagued with inefficiencies - from the lack of insight into multiple ad accounts, managed across regions and teams, to the insecure way data is stored and shared between stakeholders.

Citi Malaysia and Malaysia Digital Economy Corporation (MDEC) recently co-hosted a forum on ASEAN growth and why data has proven to be the accelerator of enhanced business growth and competitiveness as business enterprises increasingly embrace digital transformation strategies for sustainable future growth.

Wi-Fi is the critical foundation of the Connected Home but also a common source of customer frustration. This is an issue that service providers need to tackle head on if they are to grow revenues, reduce churn and prepare themselves for enormous opportunities that lie ahead.

Today, every customer is leaving behind vast amounts of data while shopping online, providing marketers with numerous indications of their personality, their preferences and their purchase intentions. Each point of contact with an individual customer can be tracked across channels and evaluated according to the role it played in the purchase decision process.

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

Determined to enable online & offline success for small businesses and aspiring entrepreneurs, international e-commerce enabler Shopmatic has launched a volley of exciting new features to enable merchant discovery and success when they bring their businesses online.

The fast-emerging e-commerce leader has launched a new POS feature on its platform that simplifies inventory management and expedites order generation. Furthermore, the brand has partnered with OnlineSales.ai to help its merchants benefit from the repertoire of AI-enabled marketing automation services.

Qualtrics launched CoreXM, its industry-leading insight solution and foundation of experience management (XM). CoreXM encapsulates all the innovative capabilities previously found in Qualtrics Research Core while adding ground-breaking functionality to help experience management professionals listen to their customers and employees, understand their experiences, and take real-time action.