service Archives - CX + Sustainability

Thoughts on Green Mobility in Malaysia

Process, SustainabilityJune 18, 2024June 18, 2024

Part 1 of a new series. The background is that Malaysia aims for EVs to account for 15% of the total industry volume (TIV) by 2030 and 80% by 2050, aligned with the Low Carbon Mobility Blueprint (LCMB) and the National Energy Transition Roadmap (NETR). The temporary tax reprieve, road tax wai…

Why Onsite Recovery is a Game-Changer for CX

NewsMarch 12, 2024March 12, 2024

Let's face it, nobody's perfect. Mistakes happen, and sometimes things just don't go as planned. But here's t…

Human CX

News, PeopleNovember 17, 2022March 29, 2024

For us, CX or Customer Experience is one of our core passions. We have helped many organizations look at the …

Removing Customer Friction Points

ProcessOctober 8, 2018October 9, 2018

Stuck trying to improve your overall customer experience? Here's a tip: remove customer friction points. …

Customer Experience is a the Sum of all Interactions

NewsMarch 19, 2018June 14, 2021

When many organizations do customer experience, it’s piecemeal. How can you tell? It’s quite easy to tell …

Italian espresso and CX

People, ProcessFebruary 2, 2018July 27, 2018

Many people know me as a coffee junkie and it is true that I will at least have one or two cups of coffee before noon. Well, do you know that espresso and CX have something in common? Before we start, you need to know how Italians have their coffee. More specifically their espresso. You see, we are…

Failure is unavoidable. Service Recovery is mandatory.

ProcessFebruary 28, 2017April 22, 20210

Not matter how rehearsed and optimized your sales and support processes and operations are, there will be the …