Customer Engagement

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

The familiar rhythm of a bustling call center floor, once the defining sound of the Philippine BPO industry, is steadily being replaced by the quiet hum of servers processing millions of automated customer interactions. This technological undercurrent is not merely an upgrade but a force reshaping

The seamless digital experience that customers now expect is often an illusion, meticulously crafted from a complex and fragile network of third-party services that operate entirely behind the scenes. In this interconnected landscape, a company's responsibility for the customer experience (CX)