Customer Engagement

In a world increasingly defined by division and skepticism, building genuine customer trust has become the most critical—and most challenging—task for any brand. We’re sitting down with a leading e-commerce strategist and expert in customer engagement who has spent her career dissecting the

The immense volume of unstructured customer feedback generated daily has long represented both a critical resource and an overwhelming challenge for businesses seeking to understand their audience. The application of AI-Powered Sentiment Analysis in customer feedback tools represents a significant

Despite the proliferation of digital communication channels designed for instant gratification and self-service, the traditional phone call steadfastly remains a critical touchpoint in the modern customer experience. When automated systems fail and digital interactions fall short, customers

A dramatic fifty percent increase in submissions for the Asia Pacific Loyalty Awards signals a fundamental shift in how businesses across the region view customer retention, transforming it from a peripheral marketing function into a central pillar of corporate strategy. This year’s unprecedented

In a world where customer expectations are higher than ever, businesses are increasingly turning to AI to streamline their support operations. But beyond handling tickets, a new frontier is emerging: using AI to train the very agents it was once predicted to replace. We sat down with Zainab

The digital checkout process, once seen as the final step in a customer's journey, has increasingly become a temporary stop before products begin their reverse trek back to the warehouse, presenting a complex challenge for the modern retailer. This growing wave of returns is complicating an