Tag: customer experience

LINE redesigns OpenChat community discovery on app's third tab

2 days ago

Bernard Parado

Bangkok, Thailand – LINE has redesigned how users find communities in LINE OpenChat, placing interest-based recommendations, trending topics and simplified discovery on the third tab of the LINE app. Since the change, OpenChat’s monthly active users in Thailand have risen to 24 million from 20...

Adobe makes agentic CX tool available inside major AI platforms

2 days ago

Bernard Parado

Singapore – Adobe announced that the tool is now accessible through ChatGPT as a plugin, Claude, Databricks Genie, Gemini for business, and Microsoft Copilot. According to Adobe, the integration allows marketing professionals to plan, orchestrate and optimise customer experiences within the agentic...

Inside the Firewall: How CX platforms make security part of the experience, not a step added afterwards

3 days ago

Bernard Parado

Customers rarely think about security until it gets in their way. A forgotten password, an extra verification code or a stalled refund can turn a smooth journey into a frustrating one, and the brand takes the blame whatever the cause. That is why customer experience platforms are changing how they approach...

Inside The Firewall: Across the customer journey, trust is the new experience and security builds it

4 days ago

Bernard Parado

Cybersecurity awareness often puts the spotlight on the systems behind the screen, such as networks, data and the AI tools now woven into daily operations. Earlier pieces in the Inside the Firewall series looked at how businesses protect data and govern AI. But security is also felt in much simpler moments,...

Salesforce to acquire voice AI firm Cresta in service cloud push

5 days ago

Bernard Parado

Singapore – Salesforce has signed a definitive agreement to acquire Cresta, a voice-first customer experience platform, the company announced on 2 November 2026. The announcement did not disclose the financial terms. According to Salesforce, Cresta’s voice agents resolve complex customer calls end...

Singapore tops ASEAN banking customer experience with 3.99 score, study finds

1 week ago

Bernard Parado

Singapore – Singapore has recorded the highest banking customer experience (CX) score in ASEAN, according to a Twimbit report. The study, unveiled on 28 October in Kuala Lumpur, gave the city-state 3.99 out of 5. That result sits above the regional maturity score of 3.86. Singapore also led ASEAN on...

Mastercard launches AI assistant to help issuers surface card benefits

1 week ago

Bernard Parado

Singapore – Mastercard has launched Mastercard Max, an AI-powered benefits assistant that lets card issuers present relevant perks to cardholders through their own digital channels, according to the company. The assistant is available globally, and Mastercard announced it in Singapore on 28 October...

Decathlon China, Tencent Smart Retail explore AI across retail operations

1 week ago

Bernard Parado

Hong Kong – Decathlon China and Tencent Smart Retail are collaborating to explore applications of artificial intelligence (AI) across retail operations, including consumer engagement, employee collaboration, business decision-making, and store management. The two companies announced the work in Hong...

Klook integrates travel experience bookings into Meta's Muse AI agent as it debuts in Japan

2 weeks ago

Bernard Parado

Tokyo, Japan – Klook has partnered with Meta to integrate its travel experiences into Muse, Meta’s personal AI agent, as the tool makes its debut in Japan. The integration allows travellers to search, discover, assess, book and pay for Klook experiences within a single conversation with Muse,...

Zoom introduces unified context layer to link Meetings, chats, and data for AI agents

2 weeks ago

Bernard Parado

Singapore – Zoom Communications has introduced a Unified Context Layer that links conversation history with documents and data, giving people and AI agents a fuller view of ongoing work. The company announced the change on 21 October. According to Zoom, the layer combines conversations with near-real-time...

Video Title Here: The Indonesian on-ground activation status

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Tag: customer experience

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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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