Three Ways Digital Transformation Drives Improved Customer Experience and Service

Digital transformation continues to be a hot topic, perhaps because there’s still many questions surrounding it: what it is, what it entails, the challenges and rewards, etc. It requires the right reasons to change and the right people to make it possible. It’s easy to understand why some have labeled it the fourth industrial revolution. […]

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Three Contact Center Technology Trends That Bring About Digital Transformation

Mckay Bird, CMO, TCN, talks about how decades ago, the contact center industry heavily relied on singular routed phone calls. He describes how today, new technologies have brought about digital transformation by improving the overall customer experience through omnichannel outreach, speech analytics and business intelligence Companies are waking up to the idea that their current […]

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Report: Experience-led businesses see double-digit revenue growth against laggards

Experience-led businesses are putting long-term engagement over short-term wins, investing in a combination of people, process and technology, have more comprehensive leadership buy-in and are seeing stronger revenue and customer wins as a result. Those are just some of the findings of new research undertaken by Forrester in partnership with Adobe. The Asia-Pacific edition of […]

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How the channel can capitalise on a “digitally distraught” market

When it comes to digital transformation across Asia Pacific, channel partners lag behind customers in maturity. That was the headline takeaway of Sandra Ng, group vice president of Asia Pacific at IDC, during the opening keynote of Ingram Micro One in Singapore. Research cited by Ng classified organisations as either “digitally distraught” or “digitally determined,” […]

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Drive Your Digital Transformation with AI-Powered Search and Recommendations

Companies are constantly refining the digital experience they provide to first-time or regular visitors to their websites in a bid to make that engagement easier, more immersive and more personalized. The goal is both to simplify and speed up the conversion of a casual website visitor into a loyal customer. In order to achieve that […]

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What’s Changed: 2018 Gartner Magic Quadrant for Web Content Management

Gartner has officially released its 2018 Magic Quadrant for Web Content Management. According to Gartner, web content management (WCM) is defined as “the process of controlling content consumed over one or more digital channels through the use of specific management solutions based on a core repository. These solutions may be procured as commercial products, open-source […]

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