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Category: Process

Thoughts on Green Mobility in Malaysia

Thoughts on Green Mobility in Malaysia

CategoriesProcess, SustainabilityPosted on June 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…
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Creating Memorable Experiences in the Experience Economy

Creating Memorable Experiences in the Experience Economy

CategoriesNews, People, ProcessPosted on March 29, 2024March 29, 2024
In today's competitive business environment, products and services are no longer the sole focus; it's all abo…
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Digital transformation for better CX

Digital transformation for better CX

CategoriesNews, Process, TechnologyPosted on October 14, 2022October 14, 2022

Digital channels have greatly improved Customer Experience (CX) by delivering better FCR rates than other channels. The pandemic has shown the important of digital and Digital Transformation should be a key pillar in your Customer Experience strategy.

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The Better Experience

The Better Experience

CategoriesNews, ProcessPosted on June 21, 2022June 24, 2022
Call Centers. Everyone has them. Some are really legacy, like banks. Others are pretty newer. Most c…
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Healthcare and Customer Experience

Healthcare and Customer Experience

CategoriesNews, ProcessPosted on March 23, 2020April 19, 2021
When we talk about Customer Experience or CX, many of us immediately think of our bank or our telco, or perha…
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Coffee Lessons for Customer Experience

Coffee Lessons for Customer Experience

CategoriesPeople, ProcessPosted on March 4, 2020March 4, 2020
As a serious coffee aficionado, I can't get through a day without several cups of this delicious, aromatic brew. That said, just recently, I had a discussion around Customer Experience for a automobile dealer. With the changing market and consumer needs, sales were falling. Actually, retail sale…
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Lessons from a home renovation

Lessons from a home renovation

CategoriesNews, People, ProcessPosted on September 19, 2019September 19, 2019
Recently, I've had to engage a home contractor to redo the tiles in my bathroom. The whole project took a lot…
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Removing Customer Friction Points

Removing Customer Friction Points

CategoriesProcessPosted on October 8, 2018October 9, 2018
Stuck trying to improve your overall customer experience? Here's a tip: remove customer friction points. …
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Recent Posts

  • Thoughts on Green Mobility in Malaysia
  • Creating Memorable Experiences in the Experience Economy
  • Sustainable Coffee Consumption: From Farm to Cup
  • Simple Practices for Improving Sustainability
  • Why Onsite Recovery is a Game-Changer for CX

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