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A member of a Southeast Asian telco loyalty program calls in about a billing error. The chatbot asks for an account number, then asks again two messages later, then hands the member to a queue with a forty-minute wait. The same member has enough points sitting in the account for a free device upgrade, but nobody mentions it. This is what a loyalty program looks like when the support function and the rewards function are built by two teams that do not talk to each other.

Conversational experience is how customers and businesses talk across digital channels. Learn the four pillars, the use cases, and how AI agents orchestrate it.

"100% of my interactions have been escalated to a human agent. And the worst part is, I have to re-explain everything." That's a Malaysian shopper describing one of the country's most popular e-commerce chatbots, quoted in Entermind's June 2026 whitepaper on AI customer service.

WhatsApp delivers open rates that email cannot match. But treating it as another broadcast channel is quietly destroying the trust that made it valuable in the first place.

See the best companies for customer experience, then use their playbook to build better CX with omnichannel engagement, AI, and unified data.

When AirAsia moved customers away from its call-centre queue to AVA — its automated chat assistant — it was not following a trend. It was solving a real business problem

In a fragmented digital landscape, Maybank Philippines is delivering fast, simple, and secure experiences without compromise by integrating the right channel mix and smarter data practices. Learn how the bank is building a future-ready omnichannel strategy in a mobile-first market.

With its great transformation in recent years, a new problem has emerged in the enterprise chatbot market: there’s no shared definition of what an enterprise AI chatbot is. Is it a chatbot? An AI agent? A conversational AI platform? The already complex vocabulary has shifted faster than most vendor websites, and the platform decision shapes how far automation can scale. A platform built for FAQ automation won’t handle autonomous multi-step reasoning, and on the other hand, a

See how enterprises in retail, banking, healthcare, and HR are using conversational AI to cut costs, improve CX, and drive revenue. With real results. Most enterprise “conversational AI” is still a glorified FAQ page with a chat bubble. Meanwhile, LAQO’s AI assistant resolves 90% of insurance queries in under five messages, Floward handled 54,000 WhatsApp conversations on Valentine’s Day, and iBancar funnels 60% of loan leads through approval without a single human agent. Thi

Ramadan is a time of reflection, connection, and generosity for over two billion Muslims worldwide. But it is also one of the most dynamic shopping seasons of the year, with significant shifts in consumer behavior. Being digitally present requires navigating multiple channels where your customers are active. As families gather for Iftar and friends coordinate Eid plans, they do so across a growing variety of digital channels. The demand for connection is higher than ever. Inf

Because nothing is more attractive than a brand that shows up at just the right moment, these Valentine’s Day marketing messages mix conversation, personalization, and a little romance to turn casual browsers into love-at-first-click customers. Valentine’s Day is almost here. For brands, it is one of the most important moments of the year to connect with customers who choose you again and again. Seasonal spending keeps climbing, and shoppers are actively looking for the perf

Kustomer, a provider of CRM for modern customer experiences, has Published a report on the shifting expectations of retail customer service, underscoring the need for continued investment in customer service and the importance of delivering consistent, omnichannel service throughout the customer journey. This article is copyright 2021 The Best Customer Guide. The survey of over 500 consumers in the US found that 90% of consumers would not shop with a retailer again if they pr