Enabling customer experience through technology

The pandemic has propelled Filipinos to form new online shopping habits, and they now rely heavily on social media, apps and mobile devices to evaluate brands and make purchases. To capture mind share and preference, retailers, fintechs, business-to-business companies and every organization growing revenue via e-commerce need to humanize engagement and customer experience (CX) throughout … Read moreEnabling customer experience through technology

Digital customer experience in financial services

Even before the pandemic, the financial services industry was under a state of disruption, with the entry of Generation Z or the digital natives in the market. But the challenges in customer experience (CX) in traditional banks have been highlighted at the onset of the pandemic in 2020 when there was limited physical movement. In fact, … Read moreDigital customer experience in financial services

The role of HR in improving customer experience

“Happy employees create happy customers” is a maxim said to have been coined by retail tycoons of the early 20th century. Modern-day digital retailer Jeff Bezos, meanwhile, has spoken of building an employee culture with “obsessive customer focus,” while Virgin Group founder Richard Branson said, “Loyal employees in any company create loyal customers, who in … Read moreThe role of HR in improving customer experience