Return of the QR codes
Depending on where you live, googling the term “QR code” often pulls up very contradicting results. While QR codes have been adopted for diverse applications in diverse ways in many parts of Asia in...
Orchestrating omnichannel customer journeys: Single-dimension, multi-dimension, and trigger
Most brands have seen a spike in consumer demand for digital since the start of the pandemic, leading to the steady growth of online shopping and a variety of online interactions. This might be...
A less than ideal customer journey: The pitfalls to keep in mind
First impressions last, especially in the current era of hyper-competition. With so many competitors fighting for customers’ attention, building brand affinity is more important than ever. The customer journey is one of the most...
The next trip awaits: Rethink travel customer engagement during COVID-19
If you are in the travel industry, you are perhaps thinking there is a lot to worry about. Research finding and statistics make the reading on the wall even more frightening. 36% of travelers...
Rules to facilitate omnichannel customer engagement
Customer engagement today is defined by speed, precision, relevance, and continuity. It is the product of significant strides in marketing technology, the explosion of data, and skyrocketing consumer expectations for meaningful, seamless interactions with...
The privacy paradox and seamless engagement
No less an authority than Gartner has declared that “by 2020, poor customer experiences will destroy 30% of digital business projects.” What’s more, asserts Gartner, customers’ purchase decisions will increasingly become “driven more by...
Making customer service touchpoints part of your omnichannel engagement network
What are customers demanding? Great customer experiences are in demand. According to research by PWC, 43% of consumers would pay more for greater convenience, and 42% would pay more for a friendly, welcoming experience. A...
