October 2020 – Experience Economy: customer-centricity & cross-channel customer interaction

Emotions and the subconscious play an important role in purchasing decisions and the use of online services respectively. In the world of advertising, paid social media are those who should manage to keep the user on their platform for as long as possible to maximize profit. Longer usage time leads to more ads seen and […]

Nothing is more frustrating or boring than a product, service or trip that doesn’t meet the customer’s expectations, don’t you think? Innovative companies and service providers are therefore increasingly relying on providing outstanding customer experience to remain on top and to avoid the downward price spiral. Whoever wants to remain competitive must recognize, understand, and

One of IDC’s recent report, titled ‘Empathy During the COVID-19 Pandemic: Becoming an Empathetic Enterprise in the Next Normal’, details how the most digitally mature organizations adapted quicker to challenges brought by the COVID-19 pandemic. IDC highlights what organizations must focus on to become empathetic organizations – using technology to provide empathy at scale in

Since the pandemic has put a halt on face-to-face interactions, entire industries turned to virtual ways of working. As a result, digital documents have become a centerpiece for how we communicate, collaborate, and transact. Hence, to no surprise, the demand for Adobe’s Document Cloud product and services has been skyrocketing: Adobe Sign usage has risen

Procter & Gamble (P&G) announced their goal of having “50% externally initiated product / process innovations” as early as 2006 and declared at the same time war on the “not invented here” syndrome. P&G is aware of the fact that in an experience economy, which permanently gives customers the opportunity to evaluate products and services

MOGUL.sg, a property technology start-up, just announced the launch of Singapore’s first-ever 3D Virtual Property Expo and provides us with a glimpse into what we can expect to see emerging in today’s experience economy. The virtual expo will take place from 15 to 17 October 2020 and be hosted on the MOGUL.sg platform, featuring Singapore

For more than a decade, Google is building products to help people transform the way they work. “Now, work itself is transforming in unprecedented ways”, Javier Soltero, VP and GM, Google Workspace states in his blog. “Amidst this transformation, time is more fragmented—split between work and personal responsibilities—and human connections are more difficult than ever

CX has long since become one of the decisive differentiating features of top companies, which explains why every provider wants to push CX projects forward at full speed. According to Gartner, more than 80% of executives believe that in the not-too-distant future, they will compete based on CX alone, rather than price. In the context

Limelight Networks, a leading provider of content delivery network (CDN) and edge cloud services, has launched EdgeFunctions, a new serverless compute service which allows developers to tap into the power of the company’s global network and gives them the flexibility to deploy and run their own code.

A new study from Juniper Research has found that the value of transactions processed by smart checkout technologies, where the fixed checkout process is replaced by a frictionless model, will reach $387 billion in 2025, up from just $2 billion in 2020.