Customer Experience Archives

Customer Experience

4.25

Customer Experience

In Numbers: Human Connection in Digital CX

In the world of digital CX, understanding how to use and manage digital engagements while knowing where to employ human engagement truly matters. This was further explored in our recent blog titled “Humans in CX: Which Kind of Customer Interactions Should Not be Automated,” which strongly painted a picture of the importance of preserving and…

BY: Teleperformance

4.24

Customer Experience

Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated?

Some customer interactions will always have to be performed by people. This is according to Steven Van Belleghem’s classic book ‘When Digital Becomes Human’. The idea was challenged by many in the customer experience (CX) community who believed that we would very quickly see an end to the need for humans to work in customer service…

BY: Teleperformance

1.15

Customer Experience

How China is Changing the Perception on Chinese Customer Service

Since 2013, the Teleperformance Customer Experience Lab (CX Lab) has undertaken research in a number of countries around the world, including China, across 15 industries. Overall, Teleperformance found that customers in China are generally more satisfied than in previous years with their customer service experience. Attitudes to the customer experience (CX) are changing fast in China…

BY: Jessica Gao

12.28

Customer Experience

Digitization in China and how it is impacting Customer Experience

This article was written by Bin Zheng, VP of FSI. China has experienced a wave of digitization that is possibly more advanced than anything seen in any other market. The combination of messaging, online retail, and payment systems that are now commonly used by Chinese consumers is certainly more advanced than most consumers in the…

BY: Annie Zheng

10.2

Customer Experience

New Emerging Business in China dictated by customer demand

The economy of China has been on an amazing journey since market reform in 1978 shifted the emphasis from central planning to a market-based economy. Since then, GDP growth has averaged almost 10% per year and all the Millennium Development Goals were achieved by 2015. China has been the largest single contributor to world growth…

BY: Teleperformance

7.27

Customer Experience

CRM Competition and Five Reasons Why CRM is Important Once Again

Customer Relationship Management (CRM) has come a long way in the past few years. Originally, CRM systems were designed to support the sales team and they were big, unwieldy, and expensive technology systems designed to capture customer information and help sales teams manage their customers and prospects. Unfortunately, the CRM systems often failed to work…

BY: Teleperformance

6.27

Customer Experience

China’s Hotel Industry: A Changing Behavior

The hotel industry has seen some rapid growth as well as changing customer behavior in recent years in China. With a market value of around $44 billion and over 2.5 million hotel rooms, some analysts have commented that the saturation point must be approaching soon. However, a recent report by the analyst firm AT Kearney…

BY: Carol Chen

5.30

Customer Experience

Opportunities In The Guandong-Hong Kong-Macao Greater Bay Area

The Guandong-Hong Kong-Macao Greater Bay Area (GDHKMC Bay Area) contains eleven major cities (9 in mainland China plus Hong Kong and Macao) and given the geographical proximity of all these people and businesses, many economists talk about the bay area as a region in its own right. It’s no surprise given the number of people…

BY: Susan Pollock

4.23

Customer Experience

Ctrip And AI Set To Transform Travel industry In China

Ctrip is making some big bets on the travel market in China, but not only by expanding their existing business – they are exploring the future of the travel industry and trying to predict which travel innovation will really be making a difference in future. The company was only started in 1999, with a 2003…

BY: Carol Chen

3.21

Customer Experience

Will Baidu Transform The World With AI?

The three giant Internet-focused companies in China are better known as BAT – Baidu, Alibaba, and Tencent. BAT certainly sounds less ominous than the American equivalent of FANG – Facebook, Amazon, Netflix, and Google, but will it soon be all change for the B in the BAT? JD.com is catching up fast. It is now within 1%…

BY: Echo Gao

2.9

Customer Experience

Asia Pacific Is The Fastest Growing Airline Market In The World

Despite many regions of the world facing economic uncertainty at present, economists predict that the Asia Pacific (Apac) region is on track for strong growth in the near to mid term future. Growth of an average 3.9% is expected for at least 20 years. This will take the Apac share of global GDP from around…

BY: Carol Chen

2.1

Customer Experience

Food Delivery In China – 2018 Will See A Battle Between Two Giants

Each winter, and during the holidays, people in China order more food for delivery. It’s not a surprise. When it’s cold and bleak outside and the snow is falling, who would want to spend time going outside and searching for a place to eat or a food takeaway service? This need for reliable and efficient…

BY: Phebe Guan

1.26

Customer Experience

Do You Need An Architect To Build A Great Customer Experience?

What is a ‘tourism experience architect’? It sounds confused. Like a mixture of roles that don’t really exist, and it is true that the term is not yet very commonly used, but I saw it used in a recruitment advert focused on defending Australia’s Great Barrier Reef. However, looking around at other tourism roles I…

BY: Kobe Jiao

Foxconn Invests in Automation for the Future

2017: New Gaming Consoles Will Boost VR Adoption in China

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Citizen of the World, Citizen of the Planet and UN Global Compact Initiativ...

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In Numbers: Human Connection in Digital CX

Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated?

How China is Changing the Perception on Chinese Customer Service

Digitization in China and how it is impacting Customer Experience

New Emerging Business in China dictated by customer demand

MORE

Smartphone Video Camera Support Changes the Game for Customer Service

Exploring The Forrester CX Index For China

Teleperformance China Wins Verego SRS Certification Award

How WeChat is Leading the Way in Customer Service

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Gaining Competitive Advantage Through Human Interaction

China: The Leading Producer in the Electronics Industry

5G Developments for China

What is Happening to the Global Automotive Industry?

What Singles Day Can Tell Us About How Retail is Changing in China

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Teleperformance in China Receives Top Asia-Pacific Property Awards

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Customer Experience

In Numbers: Human Connection in Digital CX

Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated?

How China is Changing the Perception on Chinese Customer Service

Digitization in China and how it is impacting Customer Experience

New Emerging Business in China dictated by customer demand

CRM Competition and Five Reasons Why CRM is Important Once Again

China’s Hotel Industry: A Changing Behavior

Opportunities In The Guandong-Hong Kong-Macao Greater Bay Area

GDPR And Data Privacy: Binding Corporate Rules

Ctrip And AI Set To Transform Travel industry In China

Will Baidu Transform The World With AI?

Asia Pacific Is The Fastest Growing Airline Market In The World

Food Delivery In China – 2018 Will See A Battle Between Two Giants

Do You Need An Architect To Build A Great Customer Experience?