Category: CX

Singlife deepens Salesforce partnership with new AI customer service tools

2 days ago

Bernard Parado

Singapore – Singlife is now resolving more than 20% of its general insurance email enquiries through an AI agent, as its collaboration with Salesforce deepens. The GI Email Agent assesses incoming customer emails in real time, first identifying the nature and urgency of each request. Straightforward...

APAC consumers quitting AI customer service over lack of memory, new report finds

3 days ago

Bernard Parado

Singapore – Seven in 10 consumers across Asia Pacific have abandoned an AI-powered customer service interaction after the system failed to recognise them or their previous history with a brand, according to new data from Twilio (NYSE: TWLO). Of those affected, 5% went further and ended their relationship...

APAC led the world into the agentic era—now measurement has to keep up

3 days ago

Bernard Parado

For years, Artificial Intelligence (AI) has been sold to marketers as a productivity tool. Across Asia-Pacific (APAC), however, that description is already proving too narrow. Consumer behavior has never been more dynamic. Customer expectations shift in real time, campaigns run continuously across channels,...

foodpanda integrates with ChatGPT and Claude for conversational food discovery

3 days ago

Ansherina Baes

Singapore – foodpanda has launched its plug-in on ChatGPT and Claude in Singapore, letting users discover restaurants and meal options through conversational prompts rather than traditional search and filtering. The integration makes foodpanda the first food-delivery platform in Singapore to launch...

Zendesk appoints David Hall-Johnston as Chief Technology Officer to lead APJ AI strategy

4 days ago

Bernard Parado

Singapore – Zendesk has appointed David Hall-Johnston as Chief Technology Officer for Asia Pacific and Japan, a move that comes as enterprises across the region shift from experimenting with artificial intelligence to embedding it within business-critical service operations. Based in Melbourne, Hall-Johnston...

AI fluency, not AI engineering: Jack Madrid's blueprint for the Philippines' CX future

4 days ago

Teddy Cambosa

Madrid is careful to draw a line between what he calls AI fluency and technical AI expertise — and he's blunt that the industry sometimes gets this wrong.

Merlin Entertainments expands AI-powered guest services across global attractions

5 days ago

Ansherina Baes

Australia – Merlin Entertainments is expanding the use of artificial intelligence (AI) across its global attractions through NiCE’s CXone customer experience platform, covering services from trip planning and ticketing to reservations and post-visit support. Merlin operates more than 140 attractions...

Smart, Ericsson demo local-like roaming experience for Filipino travellers

1 week ago

Bernard Parado

Philippines – Smart Communications, Inc. (Smart), the wireless arm of PLDT, has completed a live demonstration of Ericsson On-Demand’s Roaming Breakout (RBO) service, according to the companies. The trial, carried out with technology partner Ericsson, marks a step towards improving the data roaming...

Starbucks and Alipay launch AI-powered service for scheduled coffee orders

1 week ago

Ansherina Baes

China – Starbucks and Alipay have launched an AI-powered service in China that allows consumers to schedule recurring coffee orders through Alipay’s Ah Bao AI agent. The new “Coffee Alarm Clock” service was unveiled at a conference.. It allows users to give Ah Bao a voice instruction, such as...

Accenture, Google Cloud expands partnership through New Gemini enterprise business group launch

1 week ago

Bernard Parado

Singapore – Accenture and Google Cloud have established a 1,000-person forward deployed engineer (FDE) workforce as part of a new joint venture, the Accenture Gemini Enterprise Business Group, according to the two companies. The group, launched on 8 September 2026, is designed to help enterprise clients...

Video Title Here: The Indonesian on-ground activation status

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Video Title Here: The Indonesian on-ground activation status

Video Title Here: The Indonesian on-ground activation status

Video Title Here: The Indonesian on-ground activation status

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