customer service
Singapore’s AI optimism highest globally but AI-powered customer service is failing, Qualtrics report
Qualtrics’ Southeast Asia strategist Irene Ng warns that brands are mistaking AI adoption for AI acceptance and it’s costing them trust. While 68% of Singaporeans believe AI can make life better, barely 40% believe companies will use it responsibly.
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Are brands right to allow machines to handle customer service?
While AI offers efficiency, many still prefer human interaction for complex customer service issues, prompting questions about a balanced approach that combines technology with empathy.
Why poor service will destroy your luxury brand
Many luxury brands have struggled to fill their stores due to poor service. But this issue isn’t just unprofitable; it also destroys brand equity.
Teaching clueless chatbots the art of conversation
The gap between human expectations of chatbots and their actual capabilities means this field has a lot of development still to come.
Can Japan’s renowned customer service be recreated online?
Can brands find a happy medium between the traditional idea of 'omotenashi' and the quick, efficient shopping a younger generation demands?
Designit MD sees opportunity to simplify Japanese service
Phillip Rubel, who recently entered the design world after a long stint in advertising, compares the two industries and outlines how brands can use design to achieve distinction.
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