Customer Experience
The customer experience in banking is undergoing one of the most profound transformations in decades. Customers no longer accept long wait times, generic responses, or rigid service hours. They expect seamless, personalized, and always-on support across every channel. At the same time, rising costs, stricter regulations, and competition from digital-first challengers are forcing traditional…
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For years, the idea of AI in insurance felt more like hype than reality. Insurers experimented with early chatbots, hoping they would ease the pressure on call centers and improve customer service. But the reality was disappointing. These tools could only follow rigid scripts, struggled with anything beyond simple questions, and often left customers more…
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Introduction For decades, call centers have been viewed as cost centers. Necessary for customer service but draining resources without directly contributing to growth. Nowadays, that perception is changing rapidly as AI call center agents are stepping in as the frontline of customer engagement. They don’t replace humans, they collaborate with humans by preparing the…
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Studies have shown that providing customer support in English only is not cutting it for many businesses, especially in markets like Asia with great linguistic diversity. While businesses understand that supporting customers in their native language is important, the cost of running call centers in multilingual countries is even higher as the cost of hiring…
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Customers all want the same thing: to feel heard and understood. But we’ve all been in a situation where getting help feels like a long, roundabout process – we make a call to customer support looking for a simple solution, but end up doing more work trying to get connected through different channels, sifting through…
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Technology platforms have tremendous potential to drive social progress. The financial technology (fintech) industry epitomises this, particularly in Southeast Asia – where almost half of a 400 million-strong adult population do not have a bank account; while 90 million hold a bank account but lack sufficient access to investment products, insurance or credit. The significance…
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When Covid-19 struck, it forced radical changes on businesses around the globe. In response, businesses fast-tracked digital transformation and looked for ways to continue their operations remotely–yet customer experience (CX) continues to lag behind and fall short of excellent, or even good. The United Nations Conference on Trade and Development found that the share of…
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With a projected market worth of $26.79 billion by 2025, Voice AI adoption has fundamentally changed the way businesses collect and process data as well as transformed backend operations across different industries. From voice recognition that enables secure voice biometrics to speech recognition for automatic transcriptions, conversational AI is one of the most transformative developments…
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As the pace of digital transformation continues to accelerate, the world is betting big on artificial intelligence (AI) to be a game-changer that could shape the future of work and life. Business investments into AI technology topped US$67 billion in 2020. Swiss investment banking firm UBS expects AI revenue to hit US$90 billion by 2025.…
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If the past few years have taught us anything, it’s that human talent is a precious commodity – and it’s a crime to waste it on repetitive, thankless and mind-numbing work. Many companies have learned this the hard way as “the Great Resignation” has rippled through their ranks. A Microsoft study found that over 40…
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