When it comes to business-to-business relationships, customer experience often feels like a complex puzzle. But what if I told you that with the right approach, you could turn that puzzle into a clear, rewarding picture? Improving B2B customer experience is not just about making clients happy for a moment. It’s about building lasting partnerships that grow stronger over time. Today, I want to share some innovative strategies that can help Malaysian organizations transform the

When it comes to growing a business, one thing is crystal clear: customer experience (CX) matters. It’s not just about selling a product or service anymore. It’s about how your customers feel at every touchpoint. If you want to stand out in Malaysia’s competitive market, you need to get CX right. But how? That’s where a CX consultant steps in. Choosing the right CX consultant in Malaysia can feel like navigating a maze. There are so many options, and the stakes are high. You

When it comes to retail, the customer experience (CX) is everything. It’s the heartbeat of your business, the invisible thread that connects shoppers to your brand. But how do you know if your CX is truly hitting the mark? That’s where cx measurement tools for retail come into play. These tools help you listen to your customers, understand their needs, and improve their journey with your brand. In this post, I’ll walk you through some of the best CX tools for retail success.

Training your people is not enough. And neither is training your AI. There's a conversation happening in every boardroom right now. Skills. Capability. How do we upskill for the new world of work? How do we prepare our teams? It's the right question. But it's incomplete. Because whether the agent delivering your customer experience is human or AI, the process underneath determines the outcome. Your frontline staff can be brilliant, empathetic, and well-trained. But if the pro

Why does everyone think I am an extrovert when I feel so much like an introvert? I remember the day I learned about personality profiling. I was in the meeting room at the ATCEN office, and Jeremy Lee was introducing the topic to me. I remember the resistance in me as he explained the theory. "But… this is just reducing someone's entire personality into a quadrant!" I said. "Look at yourself and tell me if you feel that the explanation of your IS personality is not true?" I d

In almost every organisation I've worked with to improve customer experience, a familiar pattern tends to emerge

I could guarantee my clients that, after our sessions, their CSAT scores would go up, and their NPS would rise.It did! But not for long.

As a 7-year-old girl entering the gates of Sacred Heart Convent Melaka for the first time, I had my first encounter with an amazing...

Envision your workplace as a mosaic, where each piece contributes a unique color to the canvas. Cultural diversity isn't a complex concept; it's recognizing the wealth of perspectives stemming from various traditions, beliefs, and individual identities. It's not merely acknowledging differences; it's leveraging them to drive the team forward. The Diversity Toolkit To cultivate a diverse workplace, start by actively seeking varied perspectives in decision-making. It's not a ch

Welcome to the age where technology isn't just a tool, it's a companion in the customer journey. As someone who's witnessed the...

Opening up a bit today. In my role as a leadership and customer experience trainer, I've been honing listening skills for the past 15...

As we hit that time of year when news about job cuts fills our feeds, I feel the need to share a part of my story—one with tough moments,...

Ever wondered how to transform your daily grind from a monotonous routine into something more uplifting and dynamic? Well, let's talk...

As the year concludes, a personal leadership review isn't just a retrospective—it's a strategic investment in your growth. Reflect on...

As we approach the end of the year, it's time to hit pause, reflect, and set the stage for an even more phenomenal year ahead. 🚀✨...

Organised by LexisNexis Southeast Asia International standards on child rights have advanced dramatically over the past century, but gaps...

Kamini Visvananthan, human rights and social standards manager for the Roundtable on Sustainable Palm Oil (RSPO), has moved on from the...

To discuss what can be done to keep children safe and families together on palm oil plantations, Eco-Business correspondent Zafirah Zein...

As global attention focuses on forests and the plight of orangutans, the untold part of the palm oil story is people. What is the...

By Kamini Visvananthan Human Rights and Social Standards Consultant In my last post on Labour Day, I shared my thoughts about a topic...