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APAC Blog


Digital transformation vs. business transformation: Both are critical to brands’ success

Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual evaluation, pivoting, and growth.

Omnichannel vs. multichannel: How to get the best results from both approaches

When it comes to engaging customers, the terms multichannel and omnichannel are often used interchangeably. However, there are significant differences between these terms and recognising those differences could determine whether a business successfully meets customer expectations.

Ecommerce vs. brick-and-mortar: Unlocking retail success in 2022

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.

Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.

CSAT vs. CES vs. NPS: How to turbocharge key metrics for contact centre success

The contact centre industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way.

Get the conversation right: Chatbot vs. messaging

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalised customer service. But these two platforms aren’t interchangeable.

It’s time to check in with your CX

Know where you stand – and where to improve – with a CX maturity assessment

Great customer experiences are seamless, effortless, and key to any brand’s success. But while many companies acknowledge the crucial role CX plays, many struggle to deliver experiences that meet or exceed customers’ expectations.

How to Create a Differentiated Customer Service and Customer Experience in the New Normal

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.

3 Ways Logistics Organisations Can Embrace Customer-Centricity

The modern logistics industry is fast, nimble and seamless, and so should its customer experience. From start to finish, users want to stay connected and informed about their purchases.

Analytics for the Ultimate Sales Conversion

As many sports fans know, the book (and later, movie) “Moneyball” tells the story of the Oakland Athletics’ 2002 season - specifically, how the team’s General Manager Billy Beane, saddled with the lowest salary constraint in the Major League Baseball (MLB), took the Oakland A’s to the playoffs by defying baseball’s conventional wisdom and relying on analytics.

BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.

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