Lynn Tan - CXposé

2024 Trend Focus: Customer Experience (CX) May Finally Improve in 2024, But Who Decides?

By Lynn Tan|2024-01-28T17:10:24+08:00January 29, 2024|Categories: Experiences, MarTech|Tags: 2024, customer engagement, customer experience, CX, featured, trends|

Everyone has an idea on what “good CX” means. But how will you impress customers when almost anyone can access greater innovation than ever before? In our concluding piece to kickoff Trends 2024, we’re going to talk about the singular theme this publication aims to crystallize - CX through tech. So far, we’ve talked about sustainability with pragmatism, co-thriving with AI, and the security and reckoning of usability. Through conversations with industry leaders, CX enthusiasts, and customers, sentiments around CX have been largely positive, and optimistic. Hence, what Forrester shared in their latest B2C CX predictions did not come ... Read More

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Zendesk: Observing Positive Impact of AI on CX Trends

By Lynn Tan|2024-01-04T19:40:43+08:00January 8, 2024|Categories: Experiences, AI|Tags: artificial intelligence, CX, frontline, generative ai|

Zendesk, a specialist in customer support, sales, and other customer communications solutions, sees AI as a major proponent in creating immersive CX for customers, as well as unlocking greater potential for the entire customer engagement organization. No doubt with 71% of customers spending more with companies that offer fluid, personalized, and seamless customer experiences, businesses must move quickly to do more with less. Unlocking AI for service organizations We spoke to Tom Blackman, Head of Global Accounts, Asia Pacific and Japan, Zendesk on the opportunities he sees for his customers with Zendesk AI, and how CX and support have ... Read More

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2024 Trend Focus: The Practicalities of Sustainability.

By Lynn Tan|2023-12-27T14:38:34+08:00December 21, 2023|Categories: Experiences|Tags: 2024, consumer trends, ESG, featured, predictions, sustainability, trends|

A stocktake of the global progress towards The Sustainable Development Goals (SDG) is hardly optimistic. With 2030 almost in sight, only a mere 15 percent of measurable targets set under the SDG is still on track. But as the SDG report highlights, it is now up to all of us to ensure that the Global Goals are achieved on time. As we remain focused on the road ahead, how can tech leaders, brands and partners work together with their customers towards a more sustainable future, while keeping businesses afloat? According to Forrester’s Green Market Revolution Forecast, 2023 To 2050 (Global), ... Read More

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Grab Delivers Top Five Trends of Southeast Asian Customers

By Lynn Tan|2023-12-14T14:18:08+08:00December 18, 2023|Categories: Experiences|Tags: 2024, app, delivery, Grab, platform, predictions, report|

Grab recently released the 2023 Southeast Asia Food and Grocery Trends, with customer behavioral highlights, and predictions on how brands can better leverage the platform's captive audiences for growth. TREND #1 Subscriptions drive multiple (and larger) sales In Southeast Asia, 1 out of 2 Grab's top spenders are GrabUnlimited's subscribers, with 2.7x more likelihood to spend per month. These customers order 2.3x more often than a non-subscriber. TREND #2 Group Orders almost doubled in 2023 Between January and July 2023, more people are spending on Group Orders during lunchtime and are getting these delivered to ... Read More

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Secure Access (IAM) for Digital Contexts in A Digital Era

By Lynn Tan|2023-12-08T10:25:21+08:00December 8, 2023|Categories: Experiences|Tags: ai, digital access, enterprise security, IAM, identity and access management, identity management|

We spoke to Chern-Yue Boey, Senior Vice President, Asia-Pacific, SailPoint recently and asked him - why should anyone besides IT managers care about identity and access management (IAM)? Besides an expected CAGR of 15.5% globally with projected market size of USD 32.6 billion by 2028, Boey also pointed out key opportunities that Asia Pacific organizations need to address both from user and provider perspectives. According to Market and Markets, the global IAM market growth trajectory is largely attributed to demands stemming from increased cybersecurity risks, such as enterprise security breaches, mismanagement of data, and “escalating instances of identity-related fraud”. ... Read More

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On-Demand Delivery Platform Lalamove Adopts Multiple Freshworks Products to Improve Sales Efficiency in Asia and LATAM

By Lynn Tan|2023-12-14T14:19:55+08:00November 25, 2023|Categories: News|Tags: logistics|

On-Demand Delivery Platform Lalamove Adopts Multiple Freshworks Products to Improve Sales Efficiency in Asia and LATAM Freshsales helps the company engage better with its business partners, improving sales conversion by 24% and Freshdesk boosts customer engagement up to 58% SINGAPORE, 22 NOVEMBER 2023 - Freshworks Inc. (NASDAQ: FRSH), today announced that its customer Lalamove, the leading on-demand delivery platform in Hong Kong uses Freshdesk™ and Freshsales™ to deliver personalized experiences to thousands of consumers and business partners. With clear visibility and control over its sales funnel and sales lifecycle management, Lalamove was able to improve sales conversion and increase ... Read More

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Special Olympics Asia Pacific: Amplifying the Voices of Athletes with Intellectual Disabilities

By Lynn Tan|2023-11-04T16:53:41+08:00November 2, 2023|Categories: Experiences|Tags: data analytics, featured, social media, Special Olympics|

In this feature, we speak to Dipak Natali, Regional President and Managing Director, Special Olympics Asia Pacific on why diversity and inclusion matters, and how technology has supported their athletes, coaches, volunteers and communities in their message of inclusion. Volunteerism is something close to my heart. In minor capacities, I’ve been part of different non-profit organizations supporting the disadvantaged, and a common misconception is that as long as the government is aware of these communities, they will get the support they need. This cannot be further from reality. Even as nonprofit organizations gain more exposure and reach wider audiences ... Read More

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There is No Such Thing as Digital Marketing

By Lynn Tan|2023-10-27T10:39:12+08:00October 30, 2023|Categories: MarTech, Data|Tags: acquisition, banking, digital marketing, retail banking|

Hiren Desai, Head of Digital Marketing for Standard Chartered Singapore, ASEAN and South Asia, comes from an almost exclusively digital-focused background. But what does “digital marketing” mean when it comes to B2C marketing? Well, as Hiren puts it, there’s no such thing as digital marketing, because marketing must be digital in today’s world. Hiren started out his career as a digital marketer in agency when Facebook and Google were in its early days of adoption in 2006, and then later made his move to Standard Chartered in 2018. “A lot of advertisers (back then) had a bit of resistance ... Read More

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[Infographic] MOOA: Marketing Magic with Multi-Objective Optimization Algorithms

By Lynn Tan|2023-11-10T15:13:02+08:00October 27, 2023|Categories: CXposé+|Tags: digital marketing, download, infographic, resources|

Marketing today is ever more dynamic and data-driven than we've experienced. Marketers are constantly seeking innovative ways to improve their strategies, boost ROI, and enhance customer engagement. One of the cutting-edge tools aiding them in this endeavor is Multi-Objective Optimization Algorithms (MOOA). These algorithms have emerged as powerful tools for marketers to fine-tune their campaigns, refine their targeting, and maximize their marketing success. What Are Multi-Objective Optimization Algorithms (MOOA)? Multi-Objective Optimization Algorithms, often referred to as MOOAs, are computational methods designed to address problems with multiple, often conflicting, objectives. In marketing, these objectives could include maximizing revenue, ... Read More

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SecurityScorecard Setting the Bar for Global Cyber Resilience

By Lynn Tan|2023-10-31T10:52:22+08:00October 26, 2023|Categories: Data|Tags: cyber resilience, cybersecurity, featured, government, public sector, scorecard|

“I think that one of the really genius things that our founders did, was in seeking to find ways to manage and measure risk. They devised a rubric that's easily understandable objectively.” Brendan Peter, Vice President, Global Government Affairs at SecurityScorecard, was in town for a couple of days as part the the annual GovWare Conference & Exhibition, held at The Sands Expo, in Singapore. We caught up with Brendan to understand what cyber awareness and resilience mean to businesses today, and how SecurityScorecard bridges the gap between security awareness and readiness. In line with GovWare’s theme, we wanted ... Read More

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