eCommerceNews Asia - Technology news for digital commerce decision-makers

Customer engagement stories

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Supara uses Freshworks for customer support to aid eCommerce
Last month
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cx
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omnichannel
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customer engagement
The Supara Group, a Southeast Asian clothing company, automates responses to skyrocketing online customer queries using Freshdesk Omnichannel and Freshchat.
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New Zealand’s eCommerce sector lags in customer experience
Last month
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cx
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customer engagement
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customer service
A New Zealand eCommerce expert worries that the art of retail may be lost to the cookie cutter approach currently dominating local online shopping sites.
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Anchora becomes first APAC company to use new Adobe offering
Tue, 13th Dec 2022
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cloud
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martech
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it automation
Marketing technology consultancy, Anchora, has become the first company in Asia Pacific to use the brand new Adobe Journey Optimiser (AJO).
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DXC Technology opens customer engagement centre in Sydney
Fri, 9th Dec 2022
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collaboration
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customer engagement
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hybrid workforce
Purpose-built drop-in space will focus on much-needed in-person customer collaboration and set a blueprint for hybrid modern workplaces.
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Customer engagement platform MoEngage gains entry in ANZ
Fri, 25th Nov 2022
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paas
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cx
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enterprise it
MoEngage will support brands such as MyDeal.com.au and Nova Entertainment in optimising their customer experience in Australia and New Zealand.
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Tranxactor Group to build customer loyalty with Oracle
Thu, 28th Jul 2022
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cloud
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commerce systems
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payment gateways
Tranxactor has chosen Oracle Cloud Infrastructure (OCI) with Enterprise Database Service to allow it to provide brands with immersive customer engagement and loyalty programs.
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Research finds more than half of APAC consumers think customer service is an afterthought
Thu, 20th Jan 2022
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crm
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cx
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martech
Zendesk's annual research has uncovered a gap between consumer expectations and company actions regarding customer service. 
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ActiveCampaign automates sales engagement into customer lifecycle
Mon, 8th Nov 2021
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sales
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customer engagement
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automation
ActiveCampaign says businesses no longer need to use separate systems for marketing and sales.
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How card-linked loyalty programs will take eCommerce to the next level
Thu, 14th Oct 2021
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cx
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martech
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crm
A card-linked loyalty program can help retailers and service providers take their eCommerce to the next level in several ways.
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Genesys looks to humanise customer experiences with latest release
Fri, 8th Oct 2021
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contact centre
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crm
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cx
Genesys has launched BeyondCX, an eLearning program designed to help contact centre employees and supervisors learn soft skills to better deliver empathetic, personalised experiences.
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The foundations of a modern data-driven organisation: Obtaining a clear view of the customer
Wed, 6th Oct 2021
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crm
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cx
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martech
Reaching new levels of customer-centricity is only possible through becoming increasingly data-driven.
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The importance of anticipatory design in mobile banking
Fri, 1st Oct 2021
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contact centre
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fintech
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crm
Applying technology allows banks to anticipate their customer needs, create value and exceed customer expectations.
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8x8 brings receptionist role into the future with latest offering
Wed, 29th Sep 2021
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contact centre
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wfh
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microsoft teams
According to the company, 8x8 Frontdesk is designed to advance the receptionist role by delivering a tailored experience and user interface that brings together traditional unified communications and contact centre capabilities.
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The opportunity for CIOs to impact the customer experience
Thu, 16th Sep 2021
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crm
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cx
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martech
Digital transformation will continue to morph and steer CIO’s priorities in new and different directions, writes Sitecore chief operating officer for APJ Steve Hawkes.
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‘A question of respect’ — Consumer reactions to poor digital services have hardened during the pandemic
Mon, 30th Aug 2021
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crm
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cx
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martech
Those who get it wrong, even just once, could see more than half of their customers leave forever.
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Unleashing the power of retail loyalty: Who is getting it right?
Mon, 30th Aug 2021
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crm
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cx
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martech
Loyalty programs provide an exclusive ‘experience beyond the product' and help businesses get a better picture of their consumer buying journey. 
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Three key areas of modern digital experiences that organisations need to keep an eye on
Fri, 27th Aug 2021
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crm
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cx
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martech
The COVID-19 pandemic has enhanced customer expectations, and interactions must be built on a solid digital strategy, writes Empired head of digital Kevin Miller.
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Artificial intelligence firm Ambit begins investment round
Tue, 24th Aug 2021
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contact centre
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crm
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ai
The raise is intended to capitalise on trends accelerated by COVID-19, including the rapid adoption of messaging by consumers and 24/7 online shopping.
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How consumer online behaviour has changed during the pandemic
Mon, 23rd Aug 2021
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crm
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cx
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martech
Organisations can’t afford to take any chances when it comes to delivering faultless digital experiences. 
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Laser focus on customer-oriented tech top priority for customer service industry - report
Tue, 17th Aug 2021
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crm
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cx
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martech
"These technologies support new operational needs of managing a remote workforce and new demands and expectations from customers."
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Genesys G-Summit South Asia 2021: Taking CX to the next level
Mon, 16th Aug 2021
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contact centre
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crm
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cx
Genesys G-Summit South Asia 2021 is a two-day virtual customer experience event for customers, industry visionaries, and market experts from around the South Asia region.
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Self-service in high demand for today’s enterprise customers
Wed, 14th Jul 2021
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cx
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martech
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frost & sullivan
"Enterprises stand to increase sales, improve customer experience and brand image while reducing churn and customer support costs by facilitating a seamless product-content process.”
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NICE releases an AI-powered self-service platform
Fri, 23rd Apr 2021
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crm
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bi
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cloud
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
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Video: 10 Minute IT Jams - Who is ActiveCampaign?
Wed, 7th Apr 2021
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cx
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martech
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crm
In this interview, TechDay speaks to ActiveCampaign founder and CEO Jason VandeBoom, who discusses the ins and outs of the customer experience automation.
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