BA4138: Innovations in Service Quality: Lecture 3: The Digital Customer Service and the Customer Experience

7 June 2018, Business Times Singapore
IT'S NO secret that Singapore prides itself on being an early adopter of sophisticated technology to drive its global competitiveness. Its banking sector is a prime example ...

2 November 2018, Business Times Singapore
IT TAKES months to find a customer and only seconds to lose one, or so the saying goes. These days, it might be more like milliseconds.

27 November 2019, Business Times Singapore
Agorae's focus on velocity, agility and visibility keeps it relevant to digital economy clients.

27 February 2018, Business Times Singapore
USINESSES in the Asia-Pacific that "shift to digital" can expect to enjoy a significant boost to revenue, a Deloitte report said

29 January 2018, 02:45 GMT, Channel NewsAsia
In a bid to recapture its title as the world's best airline, national carrier Singapore Airlines (SIA) will collaborate with four organisations to bump up its technological capabilities.

Business Times Singapore, 27 September 2021
This involves employing technology and analytical skills, with agile teams working across functional lines.

The Straits Times, 14 September 2021
'This call may be recorded for training and quality control purposes' is an ambiguous sentence that is being used by companies as legal cover for developing ways to tap the market potential of voice biometrics.

15 April 2021, The Straits Times
The latest way to improve how call centre employees deal with tricky customers has the problem upside down

11 June 2021, The Straits Times
In the global race to rapidly digitalise retail, the fashion and beauty industry has turned to new innovations in technology.

Business Times Singapore, 25 March 2022
With the boom in digital communication, the introduction of voice AI in customer service roles can be a game-changer for many sectors, especially financial services and banking

In the world we live in today, Artificial Intelligence (AI) is everywhere. Some of the places we experience it are very obvious, but sometimes AI is being used in ways we may not even realize. The question we face isn’t when AI will begin to play a role in our everyday lives because the answer is that it already is. Rather, we should be asking whether or not we are using it to its full capacity.

During COVID-19, brands need a deep understanding of how their customer journey is being impacted in order to embrace new behaviours.

Artificial intelligence, analytics and automation are among the fundamental technologies that can give organisations the edge when it comes to enhancing customer experience.

This article looks at service blueprints, customer journeys and brand experience mapping.

This article examines what companies need to understand about the complex connection between automation and the human element in the customer-brand relationship if they are to shape better business strategies.

Grab’s digital transformation before the onset of the pandemic allowed the ride-hailing company to be well-positioned to face the crisis.

The COVID-19 pandemic accelerated the adoption of e-commerce, with many consumers experimenting and even becoming reliant on the digital channel while in isolation.

This article provides a best practice guide on how to map the customer journey in order to gain a better view of the ecosystem from inside the business and understand how customers experience a brand.