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Bath & Body Works has announced a strategic collaboration with Accenture aimed at modernizing and streamlining its digital and technology platforms. This long-term initiative aligns with Bath & Body Works’ overarching strategy to enhance its brand presence and harness cutting-edge technologies such as digital, Mar Tech, AI, and generative AI (gen AI) to propel growth. […]

Travel retail agency 2.0 & Partners has announced the appointment of Diana Li as its new Senior Customer Experience Manager. With a rich background in brand building and customer experience leadership, including executive roles at global brands like Pandora, Bata, and Unilever, Li brings a wealth of expertise to 2.0 & Partners’ Customer eXperience Management […]

Whirlpool of India Ltd, a subsidiary of Whirlpool Corporation and a leading brand in India’s washing machine market, has formed a new marketing partnership with Surf Excel, a prominent brand under Hindustan Unilever Limited (HUL). This alliance aims to revolutionize and enhance the laundry experience for Indian consumers. The collaboration brings together the innovative technologies […]

SAP SE has announced that Co-op, one of the world’s largest consumer cooperatives, has completed its migration to RISE with SAP, a significant step in its digital transformation initiative aimed at standardizing business processes, enhancing operational efficiency, and driving future investments. Operating nearly 2,400 stores across the UK, Co-op’s strategy focuses on growth while maintaining […]

HBX Group has announced a strategic initiative aimed at revolutionising customer service through innovative AI technology provided by Google Cloud. This initiative underscores HBX Group’s commitment to delivering exceptional service and driving innovation across its network of partners and clients. The decision to invest in Google Cloud’s AI technology is part of HBX Group’s broader […]

Varun Oberoi’s recent promotion to Vice President and Head of Marketing and Corporate Communications at Indo Nissin Foods marks a significant milestone in his career and underscores the company’s strategic leadership in the FMCG sector. Having previously served as Associate Vice President of Marketing and Corporate Communications, as well as AVP of Partner Brands within […]

Dentsu is strengthening its Customer Experience Management (CXM) capabilities across Southeast Asia with significant appointments. Sanchit Mendiratta has been appointed Chief Growth Officer, SEA, and promoted to Managing Director, CXM, Dentsu Singapore. Concurrently, Trishe Goh has been promoted to Senior Director of Growth at Merkle. Merkle, Dentsu’s data-driven CXM agency, will elevate Southeast Asia as […]

IndiGo, India’s leading airline choice, has elevated its customer service standards with the introduction of 6Eskai, an AI-powered conversational assistant available via WhatsApp. This innovative tool, developed in collaboration with Riafy, a partner of Google, marks a significant advancement in IndiGo’s digital offerings aimed at simplifying travel planning directly through travelers’ smartphones. Equipped to handle […]

BT Group and ServiceNow have announced an expanded partnership aimed at enhancing customer and employee experiences. Under this multi-year agreement, ServiceNow’s service management capabilities will be extended to all BT Group units, driving savings, efficiency, and improved customer interactions. BT Group will also utilize ServiceNow Service Bridge for automated connectivity between BT and their customers […]

Kapture CX has introduced AutoQA, a strategic innovation designed to transform traditional quality assurance processes. Integrated with advanced AI algorithms, AutoQA automates QA tasks, analyzes vast amounts of data, and identifies trends to enhance agent performance and customer sentiment. Historically, quality assurance has been a labor-intensive and time-consuming activity, with QA managers manually reviewing agent […]