Thursday Jun 27th

  • Open data

    Open data

    When talking about customer-centricity and personalization, we have to talk about open data as well, the idea that some data should be freely available to everyone, without restrictions from copyright, patents or other mechanisms of control.

  • On the 30th anniversary of the World Wide Web, Tim Berners-Lee' shares his concerns and ideas for improvement

    On the 30th anniversary of the World Wide Web, Tim Berners-Lee' shares his concerns and ideas for improvement

    Thirty years ago, the physicist Tim Berners-Lee proposed a network of computers for the nuclear research institute CERN, thus laying the foundation for the World Wide Web (WWW). Today, after 30 years, he warns in a letter against data abuse, disinformation, hate speech and censorship, calling on the world to counteract intentionally disseminated malicious content with laws and computer codes. Business models that promote the dissemination of misinformation could be prevented, he believes, and is campaigning with his "Web Foundation" for companies, governments and civil society to sign a contract for a better web.

  • The Customer Journey is a matter for the boss

    The Customer Journey is a matter for the boss

    When it comes to customer-centricity, Customer Journeys are the melting pot of all disciplines and perspectives. Evidently, the enterprise around the customer journey in the daily business routine is initiated and managed by individual departments, such as marketing, sales, IT or service. As a result, despite considerable initial success, the creation of positive customer experiences, or winning of more new customers, often falter due to insufficient internal support of such projects. So, how can that be prevented?

  • Successful CX Management – step by step

    Successful CX Management – step by step

    The Customer Experience (CX) Management - in other words, the measurement and control of customer experiences - becomes a decisive factor in a company's success in times of increasingly competitive market conditions. Traditional measurement methods for customer loyalty and customer behavior, such as the Net Promoter Score or the conversion model, fall far short simply because they neither do all the relevant touchpoints nor sufficiently consider the customer's perspective and expectations. That’s why the IT service provider adesso recommends a more comprehensive approach that takes into account the following parameters:

  • Convenience versus protection: Consumers weigh in on their own privacy

    Convenience versus protection: Consumers weigh in on their own privacy

    In today’s connected world, businesses are prime targets for cyberattacks, and unintentional missteps can result in critical exposure of consumers’ sensitive personal information.

  • 2019 will be the “Year of Tipping Points"

    2019 will be the “Year of Tipping Points"

    2019 will be the break through year of what has been predicted for years but hasn’t yet materialized to any significant extent: big brands, advertising agencies, retailers, and leading media will disappear into insignificance, creating space for new things and better solutions besides new social- and value systems. The trend towards something new and the challenges in digital marketing will simply increase even more: it continues to be all about personalization, voice and the increasing dominance of Instagram; Amazon will go head to head with Google and Facebook in online advertising market share; and collaboration within agencies and agile brand management will keep on being important.

  • Global partnership announcement for Next-generation Network Services

    Global partnership announcement for Next-generation Network Services

    Tata Communications Transformation Services (TCTS), a partner of choice for the world’s leading Communication Service Providers (CSPs), and Zeetta Networks, a leading network slicing and splicing company, announced a global partnership agreement to facilitate early adoption of technologies like 5G and network slicing within the ICT space.

  • Digital marketing trends 2019

    Digital marketing trends 2019

    Looking at the Swiss full-service digital agency Namics’ predictions, we feel that we are on the right track with many of the trends we forecasted to gain momentum in 2019, including the following:

  • How AI is changing search engine advertising

    How AI is changing search engine advertising

    The fact of having the World Wide Web around for 30 years now - and Google for 20 years - deserves taking a closer look at the future of search engine advertising.

    For dealers, the product search and displaying shopping ads for performance purposes are particularly lucrative, but good for image management via display marketing and remarketing as well, while search engines attract with unusual and cost-effective targeting options. The possibilities to reach target groups and campaign goals are almost limitless, making it therefore quite challenging to keep up with the trends.

  • Hootsuite celebrates 10 years of industry-leading innovation and customer success

    Hootsuite celebrates 10 years of industry-leading innovation and customer success

    When Hootsuite was born back in November of 2008, four-year-old Facebook had 100 million users (2.27 billion today) and new kid on the block Twitter had just 6 million (336 million today). The world was without Instagram (more than 1 billion users today) as it wouldn’t exist for another two years, and Snapchat (300+ million users today) wouldn’t come on the scene for another three.

  • Facebook plans to be back on track with common technical platform for its chat services

    Facebook plans to be back on track with common technical platform for its chat services

    Fifteen years after being founded in Mark Zuckerberg's college room, Facebook has become a world power with unprecedented opportunities to reach out to its users in a targeted manner - be it advertising or opinion-making.

  • Driving revenue in e-commerce with real-time graph databases

    Driving revenue in e-commerce with real-time graph databases

    Customers nowadays expect more from their online store than just standard suggestions on the latest bestsellers or the cheapest items. Whoever wants to increase sales in e-commerce must meet the expectations and tastes of the customers - ideally fulfilling their wishes before they could even express them. However, this only works if the recommendations include comprehensive information such as the previous buying behavior and previous search queries, and thus become relevant for the customer. Pseudo-personalized emails, incoherent advertising, and randomly chosen "You might like it" links are more harmful than doing any good. If the personalized recommendation is successful, online retailers can improve customer satisfaction, achieve a higher conversion rate, and increase sales.

  • Selected social media KPIs for performance measurement

    Selected social media KPIs for performance measurement

    Some social media key performance indicators (KPIs) only relate to individual social media platforms while others have overall significance. Therefore, as with almost any social media target, the question arises how marketers can measure success - or failure.

  • Qualtrics new suite of industry-leading data protection and governance capabilities

    Qualtrics new suite of industry-leading data protection and governance capabilities

    A recent Qualtrics study of data privacy professionals found that 65% of all organizations use multiple survey tools and 45% of these organizations don't even know how many survey accounts exist within the organization. This fragmentation leads to data silos, security and compliance risks and disjointed customer experiences.

This week's highlights

APAC’s mobile-first economy key target for fraudsters, AppsFlyer revealed

Category: June 2019 - Cyber-security & Data Protection
AppsFlyer just released its APAC Ad Fraud Report 2019, providing marketers a comprehensive report on the evolving mobile advertising industry in the region. Covering activity between November 2018 to
Read more...

Digital Risks and Cybersecurity: An Overview

Category: June 2019 - Cyber-security & Data Protection
Digital threats and cyber attacks are the current demons of the economy. This is mainly because companies are not sufficiently protected and prepared. The actual extent of the threat can only be estim
Read more...

The pace of digital transformation accelerated in the Asia Pacific region

Category: June 2019 - Cyber-security & Data Protection
According to the IDC Worldwide Semiannual Digital Transformation Spending Guide, Asia Pacific spending on the technologies and services that enable the digital transformation (DX) of business practice
Read more...
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Previous articles

Three good reasons why AI is useful for CX

Category: May 2019 - Artificial Intelligence (AI) & Chatbots in Marketing
Call center companies are increasingly making use of voice-bots to avoid playing back-up music when being in a caller queue, in order to improve that way their customer communication and eventually th
Read more...

The dawn of AI: breakthroughs and concerns

Category: May 2019 - Artificial Intelligence (AI) & Chatbots in Marketing
What do autonomous taxis in Singapore, the "da Vinci" robotic surgical system, and the application of virtual reality in worlds of experience have in common with the latest technology trends? All thes
Read more...

Making communication measurable with the help of AI

Category: May 2019 - Artificial Intelligence (AI) & Chatbots in Marketing
Artificial Intelligence (AI) and the opportunities it brings are hotly debated among marketing and communications professionals right now. Although the hype surrounding AI has often still very futuris
Read more...
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Previous month's highlights

Social Commerce

Category: February 2019 - Strategic Social Media, Influencer Marketing & Paid Media

Social commerce is a subset of electronic commerce that involves social media, online media that supports social interaction, and user contributions to assist online buying and selling of products and services. More succinctly, social commerce is the use of social network(s) in the context of e-commerce transactions.

The digital achievement gap - companies struggle to meet customer expectations

Category: February 2019 - Strategic Social Media, Influencer Marketing & Paid Media

Zendesk, Inc. released The Zendesk Customer Experience Trends Report 2019, showing that companies of all sizes across industries and geographies lack the capabilities needed to keep up with ever-increasing customer expectations.

10 ways social technologies add value

Category: February 2019 - Strategic Social Media, Influencer Marketing & Paid Media

Jeff Bullas, who has been named by Forbes one of the world's top social marketing talents, has published a helpful article for all those who want to find out how social technologies add value to their daily life.

Confidence in social media is at an alarmingly low level

Category: February 2019 - Strategic Social Media, Influencer Marketing & Paid Media

From a consumer perspective, companies have what it takes to save social media from the crisis of confidence. They see companies in a position to leverage their influence by compulsory heckling with the big social media platforms.

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Engagio provides customized and relevant real-time account insights to sales and marketing teams

Category: April 2019 - Personalised & Customer-centric Content Marketing

Customer-centricity puts the customer first

Category: April 2019 - Personalised & Customer-centric Content Marketing

Adobe Research: CX a priority for business, but technology adoption lags

Category: April 2019 - Personalised & Customer-centric Content Marketing

Being customer-centered with integrated CRM

Category: April 2019 - Personalised & Customer-centric Content Marketing

HubSpot for authentic and personalized videos

Category: April 2019 - Personalised & Customer-centric Content Marketing

Will chatbots take the lead in one-to-one (personalized) conversations in the digital arena?

Category: April 2019 - Personalised & Customer-centric Content Marketing

Convenience versus protection: Consumers weigh in on their own privacy

Category: April 2019 - Personalised & Customer-centric Content Marketing

Face the crisis of trust by finding a balance between personalization and privacy

Category: April 2019 - Personalised & Customer-centric Content Marketing

Driving revenue in e-commerce with real-time graph databases

Category: April 2019 - Personalised & Customer-centric Content Marketing
View More Articles

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