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Experience Economy:

         customer-centricity & cross-channel customer interaction


         RESEARCH, ANALYSIS & TRENDS

           AI will give birth to the intelligent experience economy                                       pg  4

           IDC’s perspective on how to thrive in the next normal with empathy and a digital-first CX  pg  7

           approach
           In an experience economy, the speed of innovation will inevitably increase                     pg 9

           Customer experience’s road to success                                                          pg 11

           Customer analytics made easy                                                                   pg 13

           Secured collaboration solutions by communication service providers key to success in           pg 15

           the next normal
           Getty Images partners with Climate Visuals to launch Visualising Sustainability                pg 16

           Guidelines – supporting brands and businesses to use visual content which incites
           change
           For the first time, online video consumption exceeds traditional broadcast viewing in         pg 18

           Singapore
           A process is perfect when the customer took no notice                                         pg 20

           Smart checkout technologies are gaining momentum in CX management                             pg 22

           Creating unique experiences in digital commerce with new technologies and techniques  pg 24

         BEST PRACTICES & STRATEGIES


           Increase efficiency by giving marketers control over the customer experience                   pg 26

           Reputation Experience Management: Customer experience and reputation go hand in                pg 28
           hand

           How to analyze the Core Web Vitals for your website                                            pg 30

         COMPANIES & CAMPAIGNS


           Adobe’s mission to enable ‘Creativity for All’ continues brilliantly                           pg 32

           Singapore’s first-ever 3D virtual property expo demonstrates the rise of the experience        pg 36

           economy
           Introducing Google Workspace and new features to keep you safe online                          pg 38


         TECHNOLOGIES & PRODUCTS

            Liquid Mode fundamentally changes the way people consume digital documents and                pg 40
            reinvents mobile productivity
            AnyMind Group announced moves to connect various offerings and build a runway for              pg 42
            future expansion
            Limelight Networks’ new EdgeFunction improves online experiences                              pg 44


           BUZZWORDS -  CPaaS simplifies real-time communication                                          pg 46

                                  - Return on Experience (ROX)                                            pg 47

            APPOINTMENTS & ANNOUNCEMENTS                                                                     pg 48

           IMPRINT                                                                                        pg 53
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