Tag: CX

Singlife deepens Salesforce partnership with new AI customer service tools

3 weeks 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 weeks 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 weeks 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,...

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

3 weeks 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...

Cyara appoints Ben Corser to drive AI trust adoption across APAC

1 month ago

Bernard Parado

Australia – Cyara, the AI trust company for customer experience, has appointed Ben Corser as General Manager and SVP, Go-to-Market for Asia-Pacific (APAC). The move, announced on 7 September 2026, reinforces the company’s investment in Australia and its broader commitment to accelerating growth...

TDCX opens Foshan campus as AI-enabled Greater Bay area hub

1 month ago

Bernard Parado

China – TDCX has opened a new campus in Foshan, China, extending its presence into the Greater Bay Area with a facility designed to pair local Cantonese and Mandarin-speaking talent with the company’s proprietary artificial intelligence tools. The campus opened on 2 September 2026, according...

globe business google enterprise customer experience

Globe Business launches Google Gemini Enterprise platform to help firms scale AI-driven customer experience

3 months ago

Aliza Carmona

Philippines – Globe Business is rolling out Google Gemini Enterprise for Customer Experience (GE CX), an AI-powered platform that enables businesses to manage customer engagement across the entire journey, from product discovery to after-sales support. Powered by Google’s AI infrastructure, GE CX is...

PLDT Home expands AI customer support across Philippine retail network

4 months ago

Rei Fortes

Manila, Philippines – PLDT is expanding its digital transformation efforts through the nationwide deployment of an AI-based customer support platform across its Sales and Service Centres. According to reports from Insider PH and Manila Bulletin, the initiative forms part of the company’s broader...

Genesys expands WhatsApp customer engagement features on cloud platform

4 months ago

Rei Fortes

Singapore – Genesys has announced an expanded collaboration with Meta aimed at helping organisations improve customer interactions through WhatsApp integration with Genesys Cloud. The development is intended to combine messaging, voice communication and AI within a single platform, enabling businesses...

NiCE, ServiceNow launch AI-first customer experience solution

5 months ago

Rei Fortes

Singapore – NiCE has announced the release of a joint solution developed with ServiceNow that is designed to connect customer-facing engagement systems with back-office operational workflows. The offering aims to help organisations initiate enterprise processes as soon as a customer interaction begins,...

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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Video Title Here: The Indonesian on-ground activation status

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