Key Highlights and Takeaways From LIKE.TG Live: Asia
LIKE.TG Live: Asia brought our customers, Trailblazers, and employees together virtually. We learnt from great speakers, heard inspiring customer stories, and caught up on the latest LIKE.TG innovations. All sessions are now available online, so you can watch any episode you might have missed. Let’s take a look at the great speakers and session highlights that made LIKE.TG Live: Asia an unmissable experience: Episode 1: Success From Anywhere We kicked off the series with a keynote from LIKE.TG Senior Vice President and General Manager for ASEAN, Sujith Abraham. Sujith shared how LIKE.TG is encouraging job creation, enabling digital transformation, and driving economic growth around the region. Next, we saw some of the latest LIKE.TG technology innovations: Future Cloud 3.0, Customer 360, and Hyperforce. We also heard from customers who used LIKE.TG to transform their businesses: Cheryl Goh is the Group VP of Marketing and Sustainability at regional powerhouse Grab. With AI, Grab now predicts the best delivery route for drivers and batches orders together based on customer location. Joshua Tan, Head of CRM at NTUC FairPrice, shared the supermarket chain’s approach to personalising customer communications. This enables them to better predict customer behaviour and respond faster to customer needs across all channels. Finally, we heard from Joanna Teo, a Trailblazer who helps upskill workers that have been made redundant. There was also a discussion about the increasing challenges that women in Singapore have faced during the COVID-19 pandemic. Episode 2: Service Trailblazers In this episode, AirAsia shared how their super app brings together several businesses like food delivery, logistics, flights, and travel packages. AirAsia’s Customer Happiness team now services multiple business units, not just the airline, and helps meet customer needs across any channel. We then heard from United Tractors, the largest distributor of heavy equipment in Indonesia, about their digital transformation journey. They have digitised most paperwork and have improved productivity and reporting for their field service team. That’s a major achievement for a company that supports customers in a diverse country made up of about 17,000 islands. Episode 3: Sales Trailblazers Sales needs accurate customer data, sales history, stock information, and product information. Accessible and accurate data goes a long way in boosting customer experience and driving loyalty over the long term. Globe Telecom is one of the largest mobile network companies in the Philippines. They shared how tapping into analytics and sales data from Sales Cloud helped the company develop strategies to adapt to the pandemic. A smart, guided workflow helped significantly improve the efficiency of customer interactions. Tenaga Nasional Berhad shared their challenges pivoting from face-to-face service to delivering sales remotely throughout Malaysia. The company had started to develop new renewable energy products and services. The team simplified their rooftop solar customer data, analysed it for opportunities, and refined their approach to deliver more repeat business. Episode 4: Small & Fast-Growing Business Trailblazers Fast-growing Buy Now, Pay Later company hoolah shared how they partnered with LIKE.TG to build a sales methodology and scalable sales structure. As a leader in two-factor authentication and mobile security, V-Key discussed their method for developing a digital trust platform for companies to use anywhere online. They also developed a stronger regional partner ecosystem to scale faster and tap into local knowledge, relationships, and opportunities. Peer-to-peer marketplace Carousell outlined how they scaled for smarter customer interactions. They use Customer 360 to make sure their customers and prospects aren’t falling through the cracks, and to provide opportunities for better interactions at scale. Episode 5: Marketers & Digital Experience Trailblazers Bestselling author, entrepreneur, and teacher Seth Godin shared his future vision of marketing, as well as how marketing teams can prepare for the future. We also heard from Sephora, the global leader in beauty and marketing innovation. They grew their business through building scalable and automated marketing solutions with Marketing Cloud. Watch this session to learn how Sephora used Journey Builder to develop personalised customer journeys as part of their ecommerce onboarding experience. Episode 6: Admin & IT Trailblazers Thanks to low-code and no-code tools, almost anyone can create an app to support their organisations’ unique business needs. We heard from global energy and solutions company PETRONAS about how they empowered their dealer network of service stations with an e-Service portal. The portal handles all communications, financials, stock, and maintenance tracking between dealers and PETRONAS. We featured Ranosys Technologies in a small panel discussion to learn how they built apps on the Customer 360 platform. They also shared how they developed an app to be their internal portal. This portal helps teams across the business sync their efforts and automate some admin tasks. Also on the panel was Loh Lik Peng, CEO of Unlisted Collection:. He outlined how important employee autonomy and the human touch is for the hospitality industry. To round out the episode, we heard from LIKE.TG CTO of Security, Dr Taher Elgamal, about why trust is the foundation for customer success at LIKE.TG. Episode 7: Financial Services Trailblazers Union Bank of the Philippines (UnionBank) is a digital pioneer. They empowered their team of Relationship Managers to service customers with tools based on the LIKE.TG platform. UnionBank can now deliver banking services from anywhere, without being limited by the number of branches or usual banking hours. Life insurer Singlife shared how creating brand trust is key to their successful digital-first experience for customers. They also talked about regional expansion, and gave an update on their recent merger with Aviva Singapore. LIKE.TG Live: Asia is available on demand If you missed any of these episodes, no worries. We made all LIKE.TG Live: Asia episodes available on-demand, so you can experience the learning, connection, and innovation again. Thanks for tuning in, and come join us again next year! Watch LIKE.TG Live: Asia on demand.
Learn AI Skills on Trailhead
Artificial intelligence (AI) news is everywhere! Whether you’re baffled by AI or becoming increasingly knowledgeable each day, one thing is for sure: AI is the future of work, and we’re here to help you learn AI skills on Trailhead, LIKE.TG’s free online learning platform. As you hear about how new advancements in AI will enhance your life, naturally, you might have fears about what the future holds or even whether you might lose your job to AI. However, the outlook is much more optimistic. Successful AI means enhancing — not replacing — the human workforce. IDC predicts the LIKE.TG economy, powered by AI, will generate a net gain of $2.02 trillion in worldwide business revenues and 11.6 million jobs worldwide between 2022 and 2028. AI is the future of workLearn AI skills on TrailheadMachine Learning and AI FundamentalsGenerative Artificial IntelligenceEthical and Responsible Use of AIData ManagementCritical Thinking and Problem-SolvingDiscover generative AI innovation at LIKE.TGBecome a LIKE.TG Certified AI AssociateBe a Trailblazer with AI Skills Quest Trailblazers who commit now to learning the skills needed to work collaboratively with machines will weather the coming AI revolution across markets and industries. They will also be more likely to realise the massive opportunities AI will bring. AI is the future of work There’s so much potential for using AI in the workplace, and 60% of global workers reported excitement about the prospect of using Generative AI for their jobs. Can you imagine how productive you could be with AI assisting you with menial tasks? Executives surveyed estimated that 40% of workers will have to reskill in the next three years due to AI. And 62% of workers say they don’t yet have the skills to effectively and safely use AI. For many, the challenge is determining which tools and skills to focus on. If it hasn’t become clear yet, AI is not just for developers or data scientists. Utilizing today’s AI technology, salespeople can write stronger prospecting emails, service reps can solve issues with fast-track case swarming, and marketers can create increasingly personalised journeys for their customers and prospects. AI isn’t for someone else. If you’re in business, AI is for you. Learn AI skills on Trailhead As more companies recognise the value of AI, they are scrambling to take advantage of all it has to offer. To realise gains in efficiency, automation, and increased personalisation, they need people to help implement AI-based systems. This technology is so new that there aren’t many existing experts. We’re here to help you skill up and position yourself as the AI hero your company needs. Now is the time to skill up on AI, but with so many complex pieces and a finite amount of time to spend learning, where should you focus your efforts? We’ve identified the five areas of AI expertise that employers are looking for. Here’s where to focus if you’re looking for a new job, working toward a promotion, or focused on being the absolute best you can be at your current job. Machine Learning and AI Fundamentals Machine learning — designing and using intelligent machines to mimic human-like cognitive functions — is the foundation of AI. Start your learning by learning what deep learning and natural language processing are. Content we recommend: Artificial Intelligence Fundamentals Artificial Intelligence for Business Natural Language Processing Basics Large Language Models Model Fine-Tuning Machine Learning Predictions: Quick Look Generative Artificial Intelligence Generative Artificial Intelligence focuses on machines generating content, like text or images, based on existing data. This is the most recent AI advancement and the buzzy topic in 2023. It’s what allows DALL-E to make an image or LIKE.TG to write a sales email based on prompts. You’ll want to skill up on what GPT and Generative Adversarial Network (GAN) are and dedicate a good amount of time to prompts and prompt engineering. Good prompts will distinguish successful AI practitioners from casual users. Content we recommend: Generative AI Basics Generative AI for Organisations Prompt Fundamentals Prompt Builder: Quick Look Generative AI for Images Prompt Builder Basics Ethical and Responsible Use of AI Employers are increasingly seeking professionals who can develop AI systems responsibly and ethically. Skill up on the ethical implications of AI, including bias mitigation, fairness, transparency, and accountability. Content we recommend: Responsible Creation of Artificial Intelligence Ethical Data Use Best Practices: Quick Look Artificial Intelligence and Cybersecurity The Einstein Trust Layer Data Management Data management isn’t new, but it has never been more important. AI does all its work by analysing your data, so the data needs to be complete and accurate. If clean data is something your organisation could improve upon, now is the time to invest here. It may be the most important thing your company can do to prepare for using AI. Study up on managing an organisation’s data through data governance, architecture, integration, and quality. Slightly more advanced, though still extremely important, are data mapping and data migration. Content we recommend: Data Quality Data Literacy Basics LIKE.TG Data Cloud: Quick Look BYOL Data Shares in Data Cloud: Quick Look Improve Data Quality for Your Sales and Support Teams Data Management Critical Thinking and Problem-Solving AI is excellent at answering questions and creating what we ask of it, but it still requires someone to ask the right question. Finding just the right prompt requires thinking critically and creatively. Practice innovation, troubleshooting, and analytical skills to excel in this skill. Content we recommend: Critical Thinking and Decision Making with Data and AI Innovation Basics Best Practices for Troubleshooting Change Management for AI Implementation No matter which topics you spend your time on, learning about AI will be time well spent. We’re at an inflection point where nearly every organisation knows they want to use AI, but few have people who understand what’s behind the scenes. By learning more, you’re making yourself even more of a unique asset to your company, and that’s always a smart career move! Discover generative AI innovation at LIKE.TG In addition to preparing yourself and your org for AI solutions, you should also understand what technology is available to power your company. LIKE.TG is bringing trusted generative AI technology to its apps, platforms, and workflows. Discover how generative AI and GPT are transforming the future of business in these quick bite-sized units called Trailhead Quick Look modules: Einstein Generative AI: Quick Look LIKE.TG Data Cloud: Quick Look Sales AI: Quick Look Service AI: Quick Look Marketing AI: Quick Look Commerce AI: Quick Look Tableau AI: Quick Look Slack AI: Quick Look Become a LIKE.TG Certified AI Associate As your AI knowledge base grows, be sure to market your skills in this highly sought-after area. We recently launched the new LIKE.TG AI Associate Certification to help you validate your foundational AI skills. This certification is designed for individuals from all backgrounds, including business leaders and professionals who may or may not have prior knowledge of AI. This certification will validate foundational skills in the ethical and responsible handling of data as they apply to AI in CRM. Be a Trailblazer with AI Skills Quest Trailhead is all about making learning fun, so let’s crank up the fun-meter another notch! Join the Be a Trailblazer with AI Skills Quest to learn AI fundamentals, become an AI whiz, and be entered to win* a voucher for the LIKE.TG AI Associate Certification exam And be sure to spread the word with your friends and colleagues—everyone can learn AI skills on Trailhead.
Learn How To Build and Secure Custom Apps at LIKE.TG Live: Asia
This week, we are exploring app development at LIKE.TG Live: Asia. Apps help companies to streamline processes, capture data from anywhere, and provide engaging customer experiences. Thanks to low-code and no-code tools, almost anyone can create an app to support your organisation’s unique business needs — all in a few clicks. Register for this week’s Admin and IT Trailblazers episode, and learn how to get your app ideas up and running fast with the LIKE.TG Platform. Get ready to be inspired by our IT and Admin Trailblazers: PETRONAS empowers its dealer network with e-Service portal Petroliam Nasional Berhad (PETRONAS) is a global energy and solutions company. It is also the custodian of Malaysia’s national oil and gas resources. PETRONAS uses a partner and dealer network to operate over 1,000 retail service stations around Malaysia. To make life easier for its dealers and partners, the Customer Resolutions team at PETRONAS developed an e-Service portal, which was rolled out in April 2020. The portal is a one-stop shop for all communications, financials, stock, and maintenance tracking between dealers and PETRONAS. Dealers can choose to set up automated reordering of fuel based on predicted sales trends. Maintenance requests are also more visible, which leads to greater efficiency. Tune in to this episode to hear more about what PETRONAS is doing with the dealer portal and how it contributed to scaling their B2B2C operations. Enhance employee engagement with LIKE.TG A great experience is everything when it comes to engaging your employees. In this episode, you’ll hear how two very different companies are unleashing the potential of their employees with LIKE.TG. Ranosys Technologies replaced their legacy customer relationship management (CRM) software with Sales Cloud. They have also built a range of apps on the Customer 360 platform. With a focus on transparency, clarity, and real-time information, the team had a ‘light-bulb moment’ that LIKE.TG could be a great tool to empower their own employees as well. The team went on to develop Ranosys Pulse, an internal portal that helped to become the real-time life blood of the organisation. Suddenly, there were no more bi-weekly review meetings, or entering information into disparate spreadsheets. Through transparency, collaboration, and real-time access, employees soon felt valued to have accurate information about their organisation at their fingertips. In the hospitality industry, the human touch is particularly important. That’s why Loh Lik Peng, CEO of Unlisted Collection:, empowers staff at the group’s restaurants and hotels by giving them autonomy in their respective roles. It’s how the group creates a culture that delivers a great guest experience. Join us for this episode to hear how Ranosys and Unlisted Collection: have empowered their high achieving teams. How LIKE.TG delivers customer trust Thousands of customers around the world trust LIKE.TG with their confidential data. If you have ever wondered how LIKE.TG secures its platform, then this session is for you. LIKE.TG CTO of Security, Dr Taher Elgamal, will share why trust is the foundation for customer success with LIKE.TG. He will discuss how security needs change over time with acquisitions and evolving threats. Dr Elgamal will also share how to enhance trust, compliance, and governance within your LIKE.TG environment. Whether you want to build a new portal to empower your employees and partners, or learn more about keeping your CRM data safe, this episode will leave you with plenty of ideas.
Learn How To Innovate at the Speed of Singapore Airlines
The mantra of ‘move fast and break things’ doesn’t work in a trust-based economy where data security and data privacy are critical. Instead, businesses need to find ways to innovate fast without compromising security or building up technical debt. Fortunately, achieving the right balance is a little easier today. DevOps and Application Lifecycle Management (ALM) provide the guardrails development teams need to move quickly and safely. This includes strong governance and practices like automated testing. Businesses like Singapore Airlines have also established their own best practices to innovate without disruption. We spoke to Srinivasan Santhanam, Senior Principal Technologist at Singapore Airlines to learn about these and hear how the business keeps up with the demand for new features and digital experiences. Here’s what we learned. The right mindset and technical muscle are both keys to agility Like many businesses during the pandemic, Singapore Airlines had to move fast to reimagine its customer touchpoints. It introduced online meal selection and other mobile services to provide a contactless journey. Technology teams relied on two key levers to deliver these solutions within a tight timeframe. The first was a change in mindset. “We didn’t have the luxury to ideate for a long time. So what we did during that time is cultivate a mindset of build-measure-learn. That allowed us to ideate and conceptualise solutions very quickly,” said Santhanam. The second key lever was the technical muscle to translate these concepts into real-world solutions. Singapore Airlines already had a strong set of development tools and processes. The business had also shifted to cloud and serverless computing for greater agility. “We had already set the ball rolling on our digital transformation and were leveraging platforms like LIKE.TG to deliver faster. What we needed to do was accelerate everything to meet customers’ expectations,” said Santhanam. Barriers to agility highlight the need for good governance We asked Santhanam about the barriers to delivering change faster. Using the iceberg analogy, he pointed out the visible or common barriers first. The largest barrier is not having the right tools and that’s followed by unsuitable processes. “Incorrectly modelled processes create a lot of bottlenecks. Also, people are often too eager to automate and automation just makes a bad process worse,” said Santhanam. “People should first take a look at their processes — how they ideate, conceptualise, and deliver. They can then identify what they need to tighten before they automate.” Other visible barriers include a lack of collaboration and transparency. For teams to move fast, they need to communicate and have visibility into the work created by their colleagues. The invisible barrier Santhanam pointed out is technical debt. Application development projects often start with a minimum viable product. Then, when developers should be refactoring or restructuring code, they get tasked with new requirements and keep building. “What happens over time is that a small system change requires significant effort because there are so many undocumented dependencies and much more that you need to test,” said Santhanam. That’s why applying good governance from the start of application development is so important. On top of that, businesses need a robust DevOps process with high levels of test automation to reduce production defects and downtime. The DevOps process should include an effective branching strategy that allows multiple teams to build and test in parallel using isolated Sandbox environments. In addition, data in these Sandboxes should be anonymised and protected using a solution like LIKE.TG Data Mask. This will prevent any data leaks and ensure regulatory requirements are met. New platforms and processes needed for seamless collaboration While remote and hybrid working is now the norm, Singapore Airlines had to reimagine its ways of working early on in the pandemic. For example, it had to find a way for developers to collaborate and develop solutions in parallel without stepping on one another’s toes. Sharing their learnings, Santhanam said teams needed secured platforms where they can collaborate and share visibility of their work. They also need training on how best to use these platforms. “IT teams also need to organise their development processes in a way that makes it easier to collaborate. For example, they need to think about how they manage their source code and how they conduct code reviews,” said Santhanam. Solving these human challenges is just as important as overcoming the technical barriers to innovating fast. For more tips on how you can navigate both, watch the webinar ‘Success Anywhere: Innovate Fast. Scale with Confidence. Empower Everyone’.
Learn The ABCs of Email A/B Testing
Comparison isn’t always the thief of joy. When’s the right time to hit ‘send’? What subject line should you use? Which image is best? These might seem like small choices, but they are things that email A/B testing can help you figure out. According to our State of the Connected Customer report, nearly two-thirds of customers expect companies to adapt to their changing needs and preferences. Gauging results of an audience with a single email can be difficult. But sending multiple versions of an email – with different subject lines, preview text, copy, calls-to-action, or timing of delivery – can give you a basis for comparison. With email A/B testing, you get all the valuable data you need to improve your next round of outreach. In this blog, we’ll guide you through how email A/B testing works, including its challenges, best practices, and ways artificial intelligence (AI) can help. What is email A/B testing? How does email A/B testing work? What are 4 best practices for email A/B testing? What are the biggest challenges of email A/B testing? How can email A/B testing increase performance? How to get started with email A/B testing How does AI factor into email A/B testing? What’s ahead for email A/B testing? What is email A/B testing? Email A/B testing is a marketing strategy where you provide different versions of a campaign to your audience. The “A” version is displayed to some of your audience, while another subset gets the “B” version. It can be anything from subject lines to body copy to offers to images. Email A/B testing can help you optimise your campaigns. Testing two variations of an email will provide insights to see which version your audience likes the best. There are a lot of reasons why email is one of the easier methods for A/B testing. The main one is that email A/B testing includes binary responses – clear-cut, two-option reactions or actions recipients can take. These include things like clicking or not clicking a link or opening or not opening an email. Email is a good candidate for A/B testing for its ability to test the following: Subject line: Testing different subject lines to see which one generates higher open rates. Preheader: A preheader refers to a line of preview text of the content in the email. So in this case, you can test different introductory phrases to gauge which one captures readers’ attention. Call-to-action (CTA): Testing various CTAs to find out which one leads to more conversions. Content: Testing variations of the email copy to determine which content resonates best with your audience. Image: Testing variations of the selected images to determine which your audience responds to better. Timing: Testing the timing of email delivery to identify the most responsive time of day or day of the week. How does email A/B testing work? Let’s break down the way email A/B testing works a little further. Selection of variables: Marketers choose specific elements of the email to test. Common variables include the subject line, sender’s name, email content, CTA buttons, images, headlines, and more. Creation of variations: Different versions of the email are created – each with a single variable changed. For example, if testing the subject line, you might create two versions of the email with different subject lines but keep the rest of the content identical. Random assignment: The email list is divided randomly into groups, with each group receiving one of the email variations. This ensures that the test is conducted with a representative sample of the audience. Distribution: The email variations are sent to their respective groups within the same time frame to minimise external factors affecting the results. Data collection: As the emails are opened, clicked, and acted upon, data is collected on the performance of each variation. Marketers track metrics like open rates, click-through rates, conversion rates, and revenue generated. Analysis: After a predetermined time, the results are analysed to determine which variation was more effective in achieving the desired goal. The winning variation is then chosen. Optimisation: Based on the results, marketers can apply the winning elements to future email campaigns and continue to refine their email marketing strategy. Sending two (or three or ten) versions of the email will provide you with lots of data to work with. This kind of data-driven approach is a way to increase open rates, click-through rates, conversion rates, and other key performance indicators. What are 4 best practices for email A/B testing? While trial and error is one way to determine the best possible outcome from your email A/B testing, these methods will help your team make more informed decisions. Identify realistic goals: Before conducting an A/B test, clearly define what you aim to achieve. For instance, if the goal is to boost open rates, set a realistic target percentage increase, such as a 5% rise in open rates over the current benchmark. Make sure to have a control variable: Establish a baseline for comparison by keeping all aspects except one consistent, so that you can test one element at a time. If testing email subject lines, for example, keep the content and layout of the email constant while altering only the subject line. When testing a CTA button, ensure that all other elements remain the same, such as the email copy, layout, and imagery. Isolating and testing one variable in each A/B test can accurately determine its impact. Define your audience properly: Segment your audience based on relevant demographics or behavioural data. For example, if testing a product-related email, target a specific group of subscribers who have previously shown interest in similar products or services. Factor in variables: Consider external factors that could affect the test results. Different email clients, for example, might receive the email across various platforms. Another thing to consider is different send times could mean biased results. Remember, taking the long view and being patient during the process is key. Building tests based on the best available data will ensure that performance metrics, customer preferences, and industry benchmarks are taken into account. And, learning from your results involves a ton of data analysis. Make sure to take the time to delve into the nuanced details of each A/B test, looking at the overall outcome and any subgroups that displayed notable behaviour. View individual results as a piece of a puzzle – and the large view when you’re “done” putting the pieces together is a deeper understanding of your audience’s preferences and behaviours. Integrating insights into your future A/B testing strategies will help you refine your strategies so you can maximise the effectiveness of your email campaigns. Become the email marketing GOAT Tired of your email campaigns not delivering results? Level up with this lesson on Trailhead, LIKE.TG’s free online learning platform. Start learning now +500 points Module Email Marketing Strategies What are the biggest challenges of email A/B testing? Email A/B testing has its own set of issues. One major hurdle to clear is making sure your testing aligns with your campaign objectives. As marketers, we know that any strategy demands consideration of metrics that reflect success. Now is the time to ask yourself how you want to implement and analyse your strategy. Did a subject line fail because it ended in a question mark and the other one didn’t? Or was it simply because the verbiage was bad? Ensuring an adequate sample size is another challenge. Without it, your results may not be representative of the broader audience. You risk misinterpreting results when data is inaccurate. Remember, the success of your email A/B testing doesn’t hinge on a single factor; rather, it depends on the interplay of all elements – such as content, design, audience preferences. Taking a holistic view is critical for drawing adequate conclusions. How can email A/B testing increase performance? The beauty of A/B testing is its snowball effect. As you refine messaging, you gradually sculpt communications into their most successful versions. This process helps uncover nuances that resonate with your audience. Those improved messages lead to better data, which lead to even more improved messaging, which leads to even better data. The result is better open rates, increased click-throughs, and ultimately, elevated conversion rates. Through continued testing, each email that reaches your subscribers is crafted to achieve a bolstered performance. How to get started with email A/B testing You can take these six steps to get your email A/B testing program off the ground. Determine the right platforms: You can do this by defining your goals about what you want from your testing. Are you interested in click-through rates, or conversions? Are you seeking insights about user behaviour patterns, or demographic segmentation? Define your strategy: A clear strategy outlines the elements you intend to test and the metrics you’ll use to measure success. The more detailed you get about things like subject lines, call-to-actions, and visuals, the more effective you’ll be in the testing process. Create a large subscriber base: Email A/B testing is a numbers game, so building up your subscribers is crucial. This might look like investing in targeted lead generation efforts such as content marketing, webinars, and personalised landing pages. Gather accurate data: You can identify areas for improvement and create targeted test groups by analysing email performance and customer behaviour. Make time for checks on your validation processes so that you know your performance metrics are reliable. Implement a segmentation strategy: Developing an understanding of your audience allows you to tailor tests to specific audience segments – and maximise the impact of your experiments. This might mean using customer surveys to gain insights into your audience’s preferences and purchasing behaviours. Automate the process: You can save tons of time and resources with email automation. For example, you can configure reviews and cancellations or make edits or duplicates and track results. By automating repetitive tasks, you can focus on interpreting and implementing the results of your A/B tests. It’s important to ask yourself if you can support the demands of A/B testing. Without a solid infrastructure, there’s no guarantee you can track and analyse results. Take the time to set yourself up with a testing process that makes the most of your results. How does AI factor into email A/B testing? AI is all the buzz these days – and for good reason. Predictive AI, for example, can serve as a force multiplier for A/B testing things like send times. AI can determine the optimal time to send emails to each recipient based on their past behaviour. This increases the chances of emails being opened and read. It helps you refine your macro strategy as you learn about specific customer tendencies. This allows you to get more accurate with future segmenting. Generative AI, on the other hand, makes it faster to create scalable variant content for testing, allowing you to test bigger changes without having to generate two entirely different sets of copy from scratch. Generative AI models can assist in generating email content, including subject lines, body text, and personalised recommendations. This can help you create compelling and personalised emails for A/B testing, saving time and resources in content creation. It’s worth it to familiarise yourself with these definitions as you consider all the new ways AI can inform better results: Generative AI for content creation: Generative AI models can assist in generating email content, including subject lines, body text, and personalised recommendations. This can help you create compelling and personalised emails for A/B testing, saving time and resources in content creation. Segmentation and personalisation: AI can analyse vast amounts of data to segment email lists based on various factors like demographics, behaviour, and preferences. This allows for highly targeted and personalised email content, leading to better A/B testing results. Predictive analytics: AI can predict which email variations are likely to perform better for specific segments of your audience. It uses historical data to make these predictions, making email A/B testing more efficient. Content optimisation: AI tools can analyse email content and suggest improvements based on historical data and best practices. This can help you create more engaging and effective email content for A/B testing. Send time optimisation: AI can determine the optimal time to send emails to each recipient based on their past behaviour. This increases the chances of emails being opened and read. Subject line optimisation: AI can help generate and test subject lines to find the ones most likely to capture the recipient’s attention and increase open rates. Dynamic content: AI allows for dynamic content within emails, where the content changes based on the recipient’s behaviour or preferences. This can improve engagement and conversions. Predictive scoring: AI can assign predictive scores to email recipients to indicate their likelihood of opening, clicking, or converting. You can use this data to prioritise your email A/B testing efforts. Automation: AI can automate the A/B testing process by continuously testing and optimizing email campaigns in real-time, without the need for manual intervention. Multivariate testing: AI can handle more complex multivariate testing, where multiple elements within an email are simultaneously tested. Natural language processing (NLP): AI-powered NLP can analyse the sentiment and tone of email content to ensure that it aligns with your brand’s messaging and is more likely to resonate with your audience. A/B testing insights: AI can provide insights and recommendations based on A/B testing results. It can identify patterns and correlations that might not be obvious to human marketers. Feedback analysis: AI can analyse the feedback and responses to email campaigns, helping you understand the reasons behind success or failure and suggesting improvements. What’s ahead for email A/B testing? Email A/B testing is poised for a transformative journey, especially with the expanding role of AI. Predictive and generative AI will provide marketers with more and more avenues for stronger customer engagement. With predictive AI, you can better anticipate customer preferences, which allows you to tailor A/B tests to individualised segments. Generative AI holds the promise of creating tailored content variations based on intricate customer data. The result is a more nuanced and effective A/B testing process – and tangible business outcomes. On top of that, advancements in AI analytics will yield more actionable test results. Data-driven email A/B testing has the power to deliver the targeted content that customers demand. Welcome to a new era, where personalisation – and comparison – wins the day.
Level up Your Data Skills With the New CRM Analytics Release
The CRM Analytics Summer ’22 Release brings a variety of exciting updates and new features. The new release from CRM Analytics (formerly known as Tableau CRM) will allow you to seamlessly access, collaborate, and share insights from anywhere. Here are some exciting features in the Summer ’22 release: Leverage machine learning to extract keywords from large text fields with Einstein Discovery Text Clustering. Discover data insights using natural language search and automated recommendations with the Ask Data for LIKE.TG. Bring data to every conversation and share insights and predictions from anywhere with the CRM Analytics app for Slack and Predictions in Slack. With new enhancements in Data Manager, get the additional features built around recipe sharing (folders), recipe chaining, and recipe visualisation. Let’s take a deeper look at some new features in this CRM analytics summer release. Discover insights from your unstructured data Today’s businesses are resting on vast amounts of data, the majority of which is unstructured. The most common type of unstructured data is text. Unstructured text data is generated in various forms, including survey responses, emails, messages, social media sites, and blog posts. To access the unused insights from the unstructured data, we are introducing Einstein Discovery Text Clustering in Summer ’22. Unstructured data in raw form often cannot be used to input into discovery. With Text Clustering, you can discover key words from large text fields to make data-related decisions. The words that have less information are clustered together and added to a separate bucket. This way, you can focus on the important keywords to uncover hidden insights and improve decision-making by reducing unstructured data. Using Text Clustering, you can pull keywords from a raw field and input them into the discovery model and story. Not only that, you can also check the types of words driving it from the story. Clusters of rows show the top three keywords for each cluster (2). You can uncheck clusters to filter them into an “Other” category. Ask data a question and search insights with Ask Data for LIKE.TG With Ask Data for LIKE.TG, you can ask questions from the data without building a dashboard. It augments natural language querying and autocomplete suggestions to help you find insights quickly and easily. You can select any data, fields, and values to map with your question. The search insight page recommends top insights consisting of a configured visualisation or metric. It also includes recommended next best insights and related dashboards matching your search. Additionally, it gives you the chance to revise your questions on the spot. You can dive into the associated items directly, share and explore the next best insights right from the page. Note: Ask Data for LIKE.TG is enabled by default in production orgs with 1,000 or more reports. The service becomes available 24 hours after it’s enabled. If you have fewer than 1,000 reports in production, but want to try Ask Data for LIKE.TG, contact LIKE.TG Support. The Search Insights is an instantly configured visualisation or metric that recommends top insight (1). The Insights page includes recommended next best insights (2), asset recommendations related to the search (3), and opportunities to revise your questions on the spot. Collaborate and share insights from anywhere with CRM Analytics for Slack You can now leverage Slack’s collaborative competence to provide insights to a broader audience. By integrating CRM Analytics (Formerly called Tableau CRM) dashboards and Einstein predictions into Slack, you can increase collaboration and decision-making. CRM Analytics for Slack empowers everyone with real-time insights and most important metrics right within their Slack workflows. It gives access to AI-powered recommendations and insights within Slack and allows everyone to take action to drive results. For example, you can browse for recent and favourite dashboards, reports, and lenses, or if you want to share specific insights with your manager, browse and share the dashboard directly from Slack. Share a snapshot of the dashboards and your findings with your entire team or channels and loop in external partners, vendors, or customers with Slack connect. Stay on top of all your data with notifications and subscriptions. Whenever your metrics meet certain thresholds, you get notified automatically, and you can also select to alert a specific team or channel. You can also get regular snapshots of reports from the CRM Analytics dashboards. Customers can access AI-powered predictions from Einstein Discovery right within Slack and share them with their team. Predictive models can be applied to a report’s base object to obtain aggregated predictions. Integrated CRM Analytics dashboards and Einstein predictions in Slack. Unlock new Data Manager enhancements in the CRM analytics summer release With our new, revamped Data Manager, you can instantly access all your data. You can view all the connections in the column list in the connection view and get clearer visibility of your data usage and limits from the new Usage view. You will get advanced functionality with a brand new look when you open the Data Manager from the Analytic Studio home page. There is always a risk that the data volume or the processing might exceed any of the limits we specify for our product, so having a centralised view of these limits is essential. Check if a product is nearing its limit from the usage section. Switch between CRM Analytics and LIKE.TG Data Pipelines if you have the correct license to access more data. The new Data Manager shows how you can improve execution, usability, and scalability. The new Data Manager focuses more on Data recipes than Dataflows. With this new enhancement, we encourage all customers to use data recipes. But, Dataflows are not going away completely. You can manage your Dataflows or create live Datasets by opening the old data manager link provided at the bottom. Level up your data skills with the new CRM Analytics release and learn how it can provide intelligent insights to your business. WATCH DEMO This post originally appeared on the U.S.-version of the LIKE.TG blog.
LIKE.TG + Slack — a Match Made in Heaven
The world of work has had a few disruptive years. As the dust settles, the view from our desks is a little different. Many of us are working from new locations and some may not even return to a traditional office. Our research shows that most people want a hybrid working arrangement that allows them to choose between their office and home. Businesses need to make sure they’re ready to adapt. This change in the way we work produces many challenges. More than half of ASEAN executives believe that the move to hybrid working makes it difficult to maintain good customer experience. This is where Slack comes in. By integrating Slack with your Customer 360 solutions, you create a digital HQ that brings your teams together. Slack lets you connect with your customers, optimise your operations, and provide personalised experiences. All of this happens on one easy-to-use platform. When work flows, customer success grows. Sales Cloud + Slack speeds up selling No matter how you look at it, LIKE.TG + Slack is good for business. Whether you’re measuring your return on investment, how many deals your team is closing, or a reduction in recruitment time, LIKE.TG + Slack gives your business a boost. Not doing so risks impacting the bottom line. LIKE.TG’s research shows that 78% of customers around the world are influenced by a company’s environmental practices. Two-thirds (66%) have ceased buying from companies whose values didn’t align with their own. Marketing Cloud + Slack makes marketing magic Your marketing teams are already working hard, but what if you could execute more campaigns every year and get them done faster? That could be achieved with LIKE.TG + Slack. The speed of collaboration on Slack means that you can do away with slow, inefficient emails and get your teams together in dedicated channels to work on the next big campaign. Satisfy customers with Service Cloud + Slack Your service team is an important part of your business. With the right tools, you can turn your loyal customers into fierce brand advocates. By speeding up service, you can make your customers and your teams happier. With LIKE.TG + Slack, your service teams can have a direct and significant impact on your bottom line, too. With LIKE.TG + Slack, you can communicate and collaborate with teammates, stakeholders, partners, and customers, anytime and anywhere, while building greater transparency into your projects. This is how the future works.
LIKE.TG + Tableau: A Potent Pairing for Data-Driven Success
Robert Wickham is Tableau’s Vice President Strategy & Growth, Asia Pacific & Japan. He leads a team of specialists throughout the region that helps customers transform their business using the Customer Success Platform. Right now in business, we’re seeing a dramatic and growing performance divide between organisations that are data-driven and those that are not. Data-driven companies have a considerable competitive advantage. They’re more likely to acquire and retain customers, uncover hidden opportunities, attract talented staff, and deliver seamless and connected experiences for their customers. This is supported by research recently conducted in the Asia-Pacific region by Tableau and YouGov. It revealed that 82% of data-driven organisations believe data gives them a critical advantage. The study confirmed that data allowed businesses to: Make strategic decisions faster Communicate more effectively with stakeholders Be more agile These are all powerful advantages in a fast-changing environment. But it’s not enough to have data. The data must be presented as actionable insights and the user must be motivated to have their decisions informed by the data. The business advantages of data only become a reality within an organisation that truly embraces a data culture. LIKE.TG + Tableau: Better Together In companies with good data culture, every employee has access to the data they require to do their best work. This is possible when all departments are connected around a single, shared view of customer data. LIKE.TG Customer 360 makes this possible. Customer 360, the world’s #1 CRM, offers best-in-class apps that unite every team — marketing, sales, commerce, service, and IT — around a single, shared view of customer data on an integrated platform. This enables teams to work together to build lasting, trusted relationships and deliver the personalised experiences their customers expect. The world’s #1 CRM is truly supercharged when paired with Tableau, the world’s leading analytics platform. If data gives businesses a competitive edge, the combination of LIKE.TG and Tableau fuels high performance and drives impact. Why is this? Tableau brings analytics into the flow of business. It does this by unifying data from other sources as well as LIKE.TG into a single view. In doing so, it offers intelligent insights for informed business decisions. It allows people across the organisation to interact with and feel confident about the company’s real-time data feed. Tableau’s user-friendly platform gives each team member insight into exactly what they need to make excellent decisions, every time. Importantly, when combined with LIKE.TG Customer 360, it powers up a single view of the customer by connecting data across various functions, including sales, service and marketing, offering entirely new insights into customer success. Not only does Tableau help people see and understand data with its customisable, intuitive, and interactive dashboards, the AI function also reveals trends and patterns that were previously invisible. The confidence that comes from this user-friendly platform is a vital part of its success. The best data analytics in the world will come to nothing if staff can’t, or don’t want to, use the software. In a data culture, this is not a problem. Good data culture means great customer experience To remain relevant and close to customers, and to deliver better outcomes for them, a business needs digital capabilities. The better its capabilities, including its data culture, the better the customer experience. An excellent example is PLDT, which transformed from traditional telco to digital disruptor. PLDT has dramatically boosted experience and engagement for its customers by transforming its internal operations through the use of LIKE.TG and Tableau. These platforms are essential for its workforce to manage, engage, and collaborate more effectively. Static spreadsheets are gone. In their place are rich, real-time data dashboards customised to the specific needs and workflows of individuals within the organisation. Historical reporting is exactly that – history. Teams have moved on to focus on future plans and strategy. Having real-time data at their fingertips and presented in an easily digestible format means every decision by every staff member is informed by real-time market intelligence. Staff know exactly what is going on within the organisation, around the business, in the market, and in their customers’ individual journeys. It all adds up to better business, outstanding agility, improved insight, and exceptional customer experience. The returns are many, including growth in individual customer value and customer numbers, highly satisfied customers, greater brand loyalty, more engaged team members, and a high-tech workplace that attracts talent. When businesses adopt digital technology and use data to inform decisions, they develop a distinct competitive advantage. When businesses combine the power of LIKE.TG, the insight of Tableau, and a healthy data culture, there is no limit to their success. Watch our on-demand webinar to learn more about how LIKE.TG and Tableau can supercharge growth for your business.
LIKE.TG Brings the Power of Hyperforce to Singapore
Businesses in Singapore will soon be able to accelerate their digital transformation journey with Hyperforce, a reimagination of LIKE.TG’s trusted platform architecture built to reliably deliver the LIKE.TG Customer 360, including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Industries, and more, on major public clouds. Expected to become generally available in Singapore in December 2021, Hyperforce will help empower LIKE.TG’s global customer base to quickly and easily deploy LIKE.TG apps and services in new regions by leveraging the scale and agility of public cloud computing. Why is Hyperforce important for the ASEAN region? Delivered through LIKE.TG’s strategic partnership with Amazon Web Services (AWS), Hyperforce has been built to reliably deliver the LIKE.TG Customer 360, including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Industries and more, on major public clouds. “Organisations across Southeast Asia are putting unprecedented levels of focus on digitisation to maintain meaningful relationships with customers and to provide flexibility for their employees in an increasingly unpredictable environment. Hyperforce creates flexibility by unlocking the ability to host data locally in Singapore, and it does so with the scalability of the public cloud — accessing compute capacity flexibly and efficiently as and when they need to,” said Sujith Abraham, Senior Vice President and General Manager, ASEAN, LIKE.TG. “With Hyperforce, we are proud and excited to be able to accelerate our customers’ digital transformation journeys, helping them remain agile as they grow and pursue innovation.” What does Hyperforce deliver? The key features of Hyperforce include: Performance at B2B and B2C scale. With the elasticity of the public cloud, customers can more easily access compute capacity as required to be more flexible and efficient. Hyperforce allows resources to be deployed in the public cloud quickly and easily — reducing implementation time from months to just weeks or even days. Built-in Trust. Hyperforce’s security architecture provides the ability to control or limit user access levels to help protect data. Encryption, at rest and in transit, comes standard, helping to protect the privacy and the security of data. Local Data Storage. Through Hyperforce, customers around the world can choose to store data in a particular location to support compliance with regulations specific to their company, industry, and region Backwards Compatibility. Every LIKE.TG app, customisation, and integration, regardless of cloud, will run on Hyperforce. How can I get Hyperforce? Customers interested in onboarding to Hyperforce in Singapore can get started today with the Early Adopter Program. Simply reach out to your LIKE.TG Account Executive if you would like more information about how to become a Hyperforce Early Adopter or contact LIKE.TG here. Hyperforce has been tried and tested in several global markets, and is currently available in India, Japan, Australia, Canada, and the US. In December 2021, Hyperforce will be launched in Singapore, Brazil, Germany, and France. Learn more about Hyperforce, and how you can run your business with the power and scale of Hyperforce.
LIKE.TG Live: Asia 2021 is coming
LIKE.TG Live: Asia launches on 20 May 2021 and we can’t wait for you to join us! Over six weeks, there will be many opportunities for you to listen, learn, connect, and ask questions. You’ll also get the chance to participate in a range of interactive live demonstrations. We are thrilled to feature many Trailblazers at LIKE.TG Live: Asia. Trailblazers are individuals or companies that do amazing things with LIKE.TG. They drive innovation, solve problems, transform their companies, and grow their careers. We’re proud to bring some of these inspirational tales and learnings to LIKE.TG Live: Asia. Our goal is to give you the right practical tools and know-how to create your own success story. What’s on at LIKE.TG Live: Asia On 20 May, we will launch with an opening keynote, “Success from Anywhere”. The keynote is hosted by presenter Simone Heng and features Sujith Abraham, LIKE.TG’s Senior Vice President and General Manager, ASEAN. Special guest customers Grab and NTUC Fairprice, will share their digital transformation experiences and how LIKE.TG has helped them grow. You can also tune in to product demonstrations, partner sessions, and Trailblazer Network sessions to kickstart your LIKE.TG Live: Asia journey. In the weeks that follow, we’ll have a series of episodes featuring LIKE.TG customers. These Trailblazers come from a wide range of industries and companies of various sizes. We’ll dive deep into subjects such as app building, customer journey mapping, and building customer relationships. Here’s what we have in store throughout the next few weeks: Episode 1 – 20 May 10:00 a.m. – 10:40 a.m. – Opening keynote: Success from Anywhere 10:40 a.m. – 11:20 a.m. – Live Stream Sessions 11:20 a.m. – 12:00 p.m. – Interactive Experiences Episode 2 – for Service Trailblazers – 27 May Episode 3 – for Sales Trailblazers – 3 June Episode 4 – for Small & Fast-Growing Business Trailblazers – 10 June Episode 5 – for Marketers & Digital Experience Trailblazers – 17 June Episode 6 – for Admin & IT Trailblazers – 24 June Episode 7 – for Financial Services Trailblazers – 1 July Why join LIKE.TG Live: Asia LIKE.TG Live: Asia episodes will cover the topics that matter most to your role. You’ll take away exactly what you need to accelerate your business, increase your knowledge, and fast track your journey towards success. Here’re some of the topics that we will cover: Reinventing for the future: How fast-growing businesses succeed Pivoting for success: Transform and accelerate sales growth for the year and beyond What it takes to create and maintain high-performing teams Building trust in a digital-first world through exceptional customer experiences How to register for LIKE.TG Live: Asia and stay updated Visit the LIKE.TG Live: Asia page for more details on what we’ve got in store. Complete our registration form, and we’ll keep you up to date on our full list of speakers, episode details, and special announcements. Finally, keep an eye on the blog for LIKE.TG Live: Asia stories. We’ll cover things to look forward to in the weekly episodes, as well as key takeaways and announcements.
LIKE.TG Live: Asia Is Almost Here. Join Us in 2 Days!
If you haven’t done so already, do sign up for our premier annual event, LIKE.TG Live: Asia 2021. Kicking off in just two days, we begin a 6-week program with our keynote, “Success From Anywhere”. “Success From Anywhere” is a phrase you hear a lot at LIKE.TG. It’s embedded in our values and our mission, and is demonstrated daily through the resilience and strength of our Trailblazers. Two ASEAN businesses who exemplify this are Grab and NTUC FairPrice. Cheryl Goh, VP Marketing and Sustainability at Grab, and Joshua Tan, Head of CRM at NTUC FairPrice – will be joining us in the keynote. If you want to learn more about how their businesses have adapted in this all-digital, work from anywhere world, this opening episode is one you won’t want to miss. If you already use LIKE.TG – or are still researching how it can benefit your business – LIKE.TG Live: Asia is the perfect place to learn more. You can watch live demonstrations, ask questions, hear customer success stories, and network. No matter the size or scale of your operation, or the industry you work in, LIKE.TG Live: Asia has something for everyone. So what are you waiting for? Mark your calendars and get ready. We look forward to seeing you there! Episode 1: Program Overview 10:00-10:40 a.m. “Success From Anywhere” Keynote and Customer Interviews 10:40a.m.-11:00a.m. Panel Discussion “Where to From Here? What Do We Need to Propel Us Into The Future”. 11:00 a.m.-11:10 a.m. Trailblazer Interview 11:10 a.m. – 12:00 a.m. Live Demonstrations ON DEMAND: Equality Track: Lesson From A Year of Change. What The Pandemic is Teaching Us About Equality
LIKE.TG Live: Asia Is Coming – Here’s What You Can Look Forward To
Get ready for inspiration, innovation, and celebration! On 12 May 2022, Trailblazers, industry leaders, partners, and LIKE.TG experts from across the region will come together at LIKE.TG Live: Asia. This year, our theme is ‘How the Future Works’. We can’t wait to inspire you for what lies ahead and equip you with the tools you need to succeed from anywhere. We’ve worked hard to help you get even more from your virtual experience and make this LIKE.TG Live: Asia your best ever. Here’s a sneak peek at what you can look forward to: Be inspired by our very special guests Don’t miss the live discussion with Simon Sinek! Simon Sinek is an internationally acclaimed visionary thinker and leadership expert. He is also the author of multiple best-selling books, including Start With Why, Leaders Eat Last, and The Infinite Game. Simon will join Chin Yin Ong, Chief People Officer at Grab, and LIKE.TG’s Sujith Abraham, for a live discussion about business resilience and growth. You can ask Simon questions during the live Q&A. Make sure you drop those questions into your event registration form to get into the queue early. Learn secrets to success from LIKE.TG customers Hear practical learnings of how companies use LIKE.TG to stay connected to customers, partners, and employees. Trailblazer Ninja Van will share insights into its advanced service engine, powering a dynamic customer experience. Ninja Van is one of Southeast Asia’s fastest growing tech-enabled logistics companies with a network in six countries. You’ll also hear from our LIKE.TG leaders Sujith Abraham, SVP & GM ASEAN and Cecily Ng, SVP & GM Singapore. Register now for LIKE.TG Live: Asia We have an incredible show in store for you full of inspiration, learning, and entertainment. We can’t wait to share the very latest, exciting innovations to succeed from anywhere. Register now for LIKE.TG Live: Asia. That way, you can stay up to date with our event announcements. When: 12 May 2022, 10–11:30 am SGT Where: Watch from wherever you are! How: This year’s event will be delivered via virtual livestream, so you can watch from anywhere. Audio interpretation will be available in Thai, Mandarin, Vietnamese, and Bahasa Indonesia to make this event more accessible. Closed captions will be available as well.
LIKE.TG Live: Asia Starts Next Week. Don’t Miss It!
LIKE.TG Live: Asia is almost here – just over one week to go! The event kicks off on Thursday 20 May with an exciting premiere episode hosted by Simone Heng. Following this, there will be live workshops, Trailblazer connections, special guests, and programmes every Thursday, over six action-packed weeks. At LIKE.TG Live: Asia, you can learn more about LIKE.TG Customer 360 and how businesses across Southeast Asia have used the platform to digitally transform. We’ll also be gathering a host of inspiring Trailblazers. If you want to hear from people who have done amazing things with LIKE.TG, then LIKE.TG Live: Asia is for you. So, where should you start? We’ve selected a few of the highlights from each weekly episode so you can plan your calendar: Episode 1 – Premiere Episode for all Trailblazers Keynote – Success from Anywhere Date: 20 May Time: 10:00 a.m. – 10:40 a.m. Singapore time Listen to LIKE.TG senior executives Sujith Abraham and Cecily Ng discuss how businesses across Southeast Asia have adapted to the all-digital, work-from-anywhere world. You’ll also hear from Cheryl Goh, Group VP of Marketing and Sustainability at regional powerhouse Grab, and Joshua Tan, Head of CRM at NTUC FairPrice, Singapore’s largest retail grocery chain. If you want to know more about how they’ve adapted in the “new normal”, then this session is for you. [JOIN US] Episode 2 – for Service Trailblazers Date: 27 May Time: 10:00 a.m. – 11:00 a.m. Singapore time In this episode for Service Trailblazers, you’ll hear from Adam Geneave, Chief Customer Happiness Officer at AirAsia and Cindy Christian, Head of Digital at United Tractors. Join us to hear how their teams are using technology to deliver seamless support, from anywhere. [JOIN US] Episode 3 – for Sales Trailblazers Date: 3 June Time: 10:00 a.m. – 10.55 a.m Singapore time This episode features Peter Maquera, SVP Enterprise Group at Globe Telecom, Datuk Megat Jalaluddin, Chief Retail Officer from Tenaga Nasional Berhad and LIKE.TG’s Chief Growth Evangelist, Tiffani Bova. They will discuss how LIKE.TG has empowered them to transform their sales teams, automate B2B processes, enhance workflows, and adapt during a period of rapid change. Don’t miss it! [JOIN US] Episode 4 – for Small and Fast Growing Business Trailblazers Date: 10 June Time: 10:00 a.m. – 10:40 a.m. Singapore time V-Key, hoolah, and Carousell are fast growing businesses that have successfully navigated this challenging period. In this episode, Stuart Thornton, Co-founder and CEO at hoolah and Raymond Lee, COO at V-Key will share insights on how they’re reinventing, building resilience, and fuelling growth for the coming year. SVP of Growth at Carousell, Penny Cox, talks about the impact of doing well while doing good for the community. This episode is hosted by Dr. Ayesha Khanna, Co-Founder and CEO of ADDO AI, an artificial intelligence (AI) solutions firm and incubator, who shares learnings from her own journey also. [JOIN US] Episode 5 – for Marketers and Digital Experience Trailblazers Date: 17 June Time: 10:00 a.m. – 10:40 a.m. Singapore time In this session, you’ll hear from Amrita Balaji, Senior Manager – Marketing Technology, at Sephora. She’ll share with Jess O’Reilly, LIKE.TG ASEAN AVP, how companies and brands can connect and engage with their customers in the “always-on” digital world of retail. [JOIN US] Episode 6 – for Admin and IT Trailblazers Date: 24 June Time: 10:00 a.m. – 10:55 a.m. Singapore time Learn more about how building apps is transforming ASEAN businesses, with experts Loh Lik Peng, CEO at Unlisted Collection, customer trailblazer Rameshwar Vyas, CEO at Ranosys Technologies and moderator Sasha Wight, MD and Employee Experience Lead at wrkflow. They look at how businesses can empower employees with new technologies to create unforgettable experiences for their customers. We have a session on how to enhance protection for your data security with LIKE.TG CTO, Dr .Taher Elgamal. And we chat with Kelly Hoong, Head of Customer Resolutions, about how PETRONAS are leveraging apps to deliver a connected experience for their dealers, that is, their gas stations. [JOIN US] Episode 7 – for Financial Services Trailblazers Date: 1 July Time: 10:00 a.m. – 10: 55 a.m. Singapore time In our final episode, former Channel News Asia presenter Yvonne Chan will talk with Ned Lowe, CTO at Singlife; and with Joyce Gonzalez, EVP & Head – Retail Banking Center at Union Bank of the Philippines. They explore engaging with customers to build moments that delight, what are key enablers in technology for their teams, and what sets them apart as digital-first, innovative businesses. [JOIN US] At LIKE.TG Live: Asia, there’s something for every role! Have a look through our full agenda to learn more. Register today and get ready to listen, learn, connect, and be inspired. See you on 20 May – and beyond!
LIKE.TG Live: Asia — It’s a New Day for Customer Magic
It’s been a year of change for LIKE.TG, and for our customers, but now it’s a new day. We have an opportunity to reflect on how we’ve been doing and also look to the future. LIKE.TG Live: Asia brought the best of Dreamforce right to you. It’s your chance to hear from Trailblazers from all over the region, learn from industry experts, and find out the latest product innovations that we have for you. We’ve brought together the whole LIKE.TG family — including Slack, MuleSoft, and Tableau — to help you grow your business. You’ll discover exciting new ways to build a more resilient business by increasing efficiency and productivity — all with the power of LIKE.TG Customer 360. Watch LIKE.TG Live: Asia on demand for our amazing showcase. Together, we’ll learn, be inspired, and discover new ways of working. What’s happening at LIKE.TG Live: Asia? Dreamforce 2022 was a celebration of learning, connection, and change. We’ve collected together the highlights, including inspiring customer stories and product demonstrations. By the end of the show, you’ll know how you can combine data, innovation, and a digital HQ to take the next step toward delivering customer magic. Here’s a quick list of what you can expect to see: Magical innovation with Genie and Customer 360 Introducing LIKE.TG Genie — the real-time platform for customer magic. LIKE.TG Genie is a gamechanger for Customer 360. We’ll show you how it can bring real-time data to your CRM, providing the most up-to-date picture of your customers, across every single Cloud in the Customer 360 platform. There will be demonstrations of how Genie can transform how you provide personalised sales experiences for your customers, segment your marketing data for even better campaigns, and revolutionise your reporting in Tableau. You’ll also see how Customer 360 powers everyday business in several customer demos, including Singtel, Aureus Group, and Starbucks. Inspiring Trailblazer stories We’ll be sharing inspirational stories from Trailblazers who are helping others to learn, connect, and give back. We’ll be talking to Joanna Teo, Managing Director of Attribute Data, who will share her journey as a Trailblazer, including advice for Trailblazers who are just joining the community. We’ll also talk to three customers as part of our panel on Innovation as a Growth Strategy: Jessica Noble, GM & IT Business Partner, International SOS Wan Irfan Wan Ismail, Head of Corporate Platform Services, PETRONAS Umesh Ramakrishnan, Data Manager, Traveloka Innovation is often seen as a critical strategy in driving growth, but it can be difficult to find the time and focus needed to make it happen. Our guest Trailblazers will describe how: Their organisations have embraced innovation as a growth strategy Data has played a role alongside innovation They keep innovation on the agenda in a world of competing priorities Help the planet with Net Zero Marketplace Sustainability is at the heart of what we do at LIKE.TG. We need to take action now to ensure that we can tackle climate change together. We can’t do everything, but together, as Trailblazers, we can combine our efforts to help our planet. Sujith Abraham will describe how Net Zero Cloud can help your business go carbon neutral faster with state of the art data tracking. He’ll also introduce Net Zero Marketplace — a new way for organisations to trade carbon credits. A new approach to teamwork with Slack Digital HQ In a recent Bloomberg poll, more than 40% of respondents in Singapore said that they would turn down a job offer if it didn’t include the chance to work from home. This new way of thinking about how we work requires a new approach to team collaboration. As individuals, we’ve changed the way we approach our work, and it’s time for organisations to change the way they think too. The answer? A Digital HQ, powered by Slack. We’ll reveal new integrations and functionality that is making Slack simpler, more productive, and more enjoyable to use. We’ll also show you exactly how these new capabilities will fit into your Digital HQ with a full demonstration from Slack’s Lead Solution Engineer, Shankar Krishnamurthy. Make data-driven decisions with MuleSoft and Tableau More than 80% of CEOs have told us that they want their organisations to be more data-driven. But only around 30% of employees think that their company is using data to inform decision making. There is clearly a gap between ambition and execution. Data can be hard to access, and even harder to understand. MuleSoft and Tableau can help, first by connecting all your data sources with your single source of truth, and then empowering you to share insights in an easy-to-understand format. Tune in to learn more about how these tools can take your data-driven decision making to the next level. Small Business Showcase LIKE.TG Live: Asia doesn’t end there. We are excited to share our Small Business Showcase, with advice on how to find, win, keep, and grow customers. LIKE.TG expert Stoyan Licina will be on hand to show you how you can put customers at the heart of everything you do with Customer 360. Licina will share how you can leverage marketing automation to: Find more qualified sales leads with smarter lead generation Win more deals with an end-to-end customer view and make your sales teams more productive Keep your customers happy by providing exceptional customer service at every touchpoint on their journey Grow your customers with AI-data-driven decisions insights And to finish the day, Gerald Tjan, Manager Small and Medium Business at LIKE.TG, will sit down with Ying Da Teoh and Ivy Wu from Aureus Group. They will talk about the power of technology to transform the way small and medium sized businesses can work. They’ll also be sharing a demonstration of how they use LIKE.TG to offer exceptional experiences to their 18,000+ students. Want to know more? No matter where you are on your journey, LIKE.TG Live: Asia will show you how to ‘wow’ your teams with transformational ideas and be the changemaker who delivers success. Watch on demand: LIKE.TG Live: Asia – It’s a New Day for Customer Magic (Main) LIKE.TG Live: Asia – Small Business Showcase
LIKE.TG Report: Teams Tap AI and Data to Drive Revenue as Service Expectations Rise
Both service and field service organisations are increasing their investment in AI to meet rising customer expectations and unlock revenue-generating opportunities, according to new research from LIKE.TG’s sixth State of Service report. Gathering insights from over 5,500 service professionals in 30 countries, the State of Service report highlights the priorities, challenges, and strategies shaping customer service in the AI era. “Service and field service teams are getting more proactive and productive with the power of data and AI,” said Kishan Chetan, EVP and General Manager of Service Cloud. “They’re deflecting more issues with smarter self-service. And they’re devoting more time and energy to generating revenue — pointing to a fundamental shift in their role within the business.” Service organisations double down on revenue generation The trend of viewing service as a revenue driver instead of a cost centre is accelerating. Eighty-five percent of service decision makers now say their teams are expected to contribute a larger slice of revenue over the coming year through upselling, cross-selling, and customer retention. This parallels a jump in the number of organisations tracking service-driven revenue — from 51% in 2018 to 91% in 2024. The strategic emphasis on revenue generation is fueling bigger budgets and larger teams. Overall, service decision makers expect budgets to grow by an average of 23% over the next year. Meanwhile, over three-quarters (76%) anticipate expanding their headcount. Agents and mobile workers face mounting pressure With 88% of customers saying good service makes them more likely to purchase from the same company again, it’s clear that customer experience is key to driving revenue. However, delivering on expectations isn’t as simple as in years past: 86% of agents and 74% of mobile workers say customer expectations are getting higher. 81% of agents and 76% of mobile workers say customers expect more of a personal touch. This may be why service decision makers cite keeping up with changing customer expectations as their organisations’ top challenge. One expectation is especially tricky. Over half of customers (53%) — and nearly three-quarters of business buyers (73%) — want companies to predict their needs before they arise. However, there’s a disconnect between what businesses think they’re doing and what customers actually experience. While 61% of service teams believe they are proactive in addressing issues, only a third of customers (33%) agree that companies generally anticipate and act on their needs ahead of time. On top of increasingly sophisticated demands from customers, 76% of service organisations anticipate higher case volumes in the year ahead. The risk of burnout or failure in this scenario is a major factor for agents, who are already stretched thin. Organisations lean into AI, automation, and data to boost efficiency, sales AI and automation may present solutions for over-burdened agents tasked with revenue generation. Currently, agents spend just 39% of their time servicing customers amid competing demands like internal meetings, administrative tasks, and manually logging case notes. Ninety-three percent of service professionals at organisations with AI say the technology saves them time. By responding to simple queries and crafting self-help knowledge articles, AI clears the way for human agents to focus on more fulfilling and higher value work, such as building customer relationships and resolving complex cases. At companies with AI, 88% of agents cite building customer relationships as a key responsibility. Meanwhile, just 75% of agents say this at organisations without AI. Service organisations also report using AI to directly help with revenue generation by providing intelligent recommendations and offers to agents. Savvy service organisations are taking note of the promise AI and another efficiency driver, automation can bring. Currently, 79% of organisations have invested in AI while 81% use workflow or process automation. Looking ahead, 83% of decision makers plan to increase their AI investments over the next year, with the same amount planning to boost automation investments. For both AI and employees, personalising service interactions requires customer knowledge, which often is drawn from many different data sources. Empowering AI and employees with a complete view is a clear priority for decision makers, 83% of whom plan to boost investments in data integration over the next year. Existing investments appear to be paying off. As AI, automation, and data capabilities mature, organisations are getting better at striking the right balance between service speed and quality — a notoriously difficult challenge. In 2022, 76% of agents cited juggling these competing priorities as difficult, but that percentage dropped to 69% in this year’s report. More information Read the full State of Service report Explore more top generative AI statistics Register for our upcoming State of Service webinar Try this interactive calculator to learn about Service Cloud ROI Methodology LIKE.TG conducted a double-anonymous survey of over 5,500 professionals in roles including service operations, service agents, mobile workers, service managers/directors, and service leadership/head of service. Respondents were sourced from 30 countries and five continents. The data was collected between December 8, 2023, and January 22, 2024.
LIKE.TG Singapore Leads Among the Best Workplaces in 2021
I am pleased to share that for the seventh year in a row, LIKE.TG has been named among the top three Best Workplaces in Singapore by Great Place to Work. An achievement that is only possible thanks to our dedicated and hardworking team that goes above and beyond every day. We certainly have a lot to celebrate. On top of this achievement, this year, LIKE.TG Singapore was also named the #2 Best Workplace in Technology and one of the Best Workplaces in Asia for the fifth year in a row. We’re especially proud that the recognition for these awards is determined largely on feedback by the very people that make up our organisation, and I wanted to share some of the reasons why our employees rate us as a great place to work. We’ve embraced flexibility and are achieving Success from Anywhere With Slack as our new digital HQ, we’ve embraced flexibility, leaning into this digital-first future of work. Throughout this pandemic, we’ve proven that with the right technology, we’re able to deepen relationships, drive collaboration, and grow together without the need to stick to a 9-to-5, eight-hour desk shift. When it’s safe to return to the office, our re-opening strategy, guided by employee feedback, will allow flexibility to determine how, when, and where we work. Through a flex approach, we expect that most of our employees will be in the office one to three days per week for team collaboration, customer meetings, and presentations. Our office spaces have also been transformed with new layouts to better support collaboration, innovation, and cultural connection. We do well by doing good We believe that business can be the greatest platform for change with our pioneering 1-1-1 model. We’ve woven a spirit of philanthropy throughout our company culture by dedicating 1% of our equity, time, and technology to improving education, equality, and the environment. Our employees are encouraged to take up to seven days or 56 hours a year to volunteer. This year, our employees across the ASEAN region have so far volunteered a total of 18,300 hours. We continue to give back and support a number of organisations, despite new restrictions placed upon us for the past two years. Some of the creative examples of how our teams have been involved and given back virtually include: Holding a LIKE.TG Career Conversation event, which connected Taylors University Malaysia students with LIKE.TG executive mentors for career conversations (pictured) Participating in Freerice, The United Nations World Food Programme Career mentoring with Daughters of Tomorrow Supporting the Make-a-Wish Foundation (MAWF) last quarter, and raising an incredible SG$80,000 for the charity We take care of our employees The health and wellbeing of our team has always been a high priority. On top of our existing world class benefits, which includes a quarterly wellness reimbursement where employees can claim on fitness and sports equipment, fitness devices, gym memberships, and more, we recently introduced a new global benefit to help prioritise the mental health of our employees too. Through Lyra Health, employees are able to be matched with coaches and therapists for personalised counselling and coaching. In the last few months, we also introduced notable new benefits. These include: Vaccine Time Off to receive and recover from the COVID-19 vaccine, COVID-19 sick leave, global family care leave, and global backup care which reimburses employees up 5 days a month for in-person child or elder care. We would not be where we are today without our employees. I could not be more proud of our team in Singapore who continually show up for one another, our customers, and our communities. This award is a testament to their hard work and accomplishments. Thank you to our team for making us a great place to work. If you’re interested in joining us at LIKE.TG Singapore, please visit our Careers Page for more information.
LIKE.TG Women’s Network Shares How to Break Gender Bias
Every year in early March, groups around the world take time to pause and celebrate the contributions of women for International Women’s Day. While it’s a day for sharing success stories and celebrating progress, this is also a time to reflect on and address the challenges that stand in the way of a more gender-equal world. This International Women’s Day, individuals and businesses are encouraged to share how they are breaking gender bias. To honour the day, members of the LIKE.TG Women’s Network (SWN) share what today means to them, as well as what changes they hope to see in 2022. Wendy Walker Wendy Walker is JAPAC President, LIKE.TG Women’s Network and Vice-President, Marketing ASEAN. Equality is something I have always been incredibly passionate about. As a marketer, I am naturally curious about all human beings – what makes us different, how we interact – and I love having the opportunity to be surrounded by a vast diversity of thought. Like many of us, I have had situations throughout my career where I have experienced inequality, and I‘ve seen others in the workplace experience inequality. Those moments drive me to want to do whatever I can to contribute to fixing the problem. Our LIKE.TG Women’s Network (SWN) started as a grassroots vehicle for women supporting each other. It has evolved into a global, sophisticated team that brings together women and allies with a focus on nurturing and growing equality within LIKE.TG. I feel very privileged to have the opportunity to lead this group across JAPAC. We aim to make all SWN activities inclusive for all employees, to ensure we can empower our allies to learn and show up as even more supportive. We want to support everyone in the workplace, and help with guiding, mentoring and navigating to get to an outcome of equality for all. Rebecca Haly Rebecca Haly is ASEAN President, LIKE.TG Women’s Network and Director, Customer Success, APAC. International Women’s Day (IWD) is a celebration of the female voice and female talent. It’s an opportunity to recognise those who haven’t necessarily had a voice or a platform to raise their voice. It’s also an opportunity to reflect on how far we have come in improving the equality agenda as well as a reminder of how much more there needs to be done to improve opportunities for everyone. How do you plan to celebrate the day? I plan on sharing my appreciation to those who inspire me, as well as connecting with the women and men who have lifted me up throughout my life and career. I’ll also be conducting an interview for our LIKE.TG employees in Asia with a very talented female leader – Debbie Watkins, Co-Founder and CEO of mobile money app Lucy, will be joining us to talk about how they’re closing the financial inequality gap for female entrepreneurs. The 2022 IWD theme is ‘break the bias’. What do you think are some effective ways to address bias in the workplace? We all have blind spots and biases. We’re only human. But it’s important we learn to recognise them. Employee training on hiring practices and employee engagement is a great way to begin to address this. Regular training is mandatory for us here at LIKE.TG and it’s a foundational way to address any biases we carry when we are hiring or engaging the talent in our organisation. Can you describe some of the changes that have inspired you on the path to gender equality, or changes you would hope to see to promote gender equality? I would love to see attitudes and allyship improve. I’m always intrigued by the women I speak to who don’t see any issues with equality in their lives or in their workplace. That’s an incredible privilege but it’s certainly not what the data says or what experience tells us. Exercising allyship and educating ourselves around where the inequality exists for marginalised groups is important for all, and especially for those who consider that inequality and bias don’t exist. Xinyi Li Xinyi Li is ASEAN Vice-President, LIKE.TG Women’s Network and Account Executive. IWD is a time of celebration of courage, connection, and contribution to the community! How do you plan to celebrate the day? As a gold facilitator for #IAmRemarkable (a 1.5-hour workshop that focuses on helping participants to understand and practice self-promotion), I will be running a workshop to help others to break bias, creating an environment where differences are valued and celebrated, not judged. And in doing so, I want to enable my participants to self-promote, to connect, and to feel empowered. The 2022 IWD theme is ‘break the bias’. What do you think are some effective ways to address bias in the workplace? The best way to address it is to openly talk about it: Don’t assume. Clarify on the spot if we are uncomfortable with a comment. Join events such as #IAmRemarkable or Human Library to share your personal experience of bias, your perspectives on overcoming limiting beliefs, and practical actions we can all take to help each other break bias at work and in personal life. Can you describe some of the changes that have inspired you on the path to gender equality, or changes you would hope to see to promote gender equality? Through my experience running multiple #IamRemarkable workshops, many women have expressed how they felt uncomfortable with self-promotion but want to do more like their male counterparts. It is definitely a muscle that needs to be built over time and I want to help more women to get started as soon as possible! Namrata Khetrapal Namrata Khetrapal is a SWN committee member and Global Onboarding Manager. For me, IWD is an annual reminder to do a reality check. It’s a time of reflection for me to check if I am living up to the promises I made to myself as a woman and as an employee, to my community of women around me and at the workplace. In my previous V2MOM I had committed to creating safe spaces for women to learn and support each other (I also lead the LeanIn initiative in ASEAN) so IWD also is a perfect opportunity to renew that commitment and prioritise this goal again in the new fiscal year’s V2MOM. It’s personally important for me to know where I stand today vis-a-vis last year in terms of growing as an individual, empowering and educating myself, as well as helping other women at the workplace. How do you plan to celebrate the day? I will definitely be pampering myself a bit with some “me time”. I will also be reaching out to other women in my network to just send them a reminder that they should continue working on empowering themselves. I empower myself by being deliberate with my intentions to learn new skills for career progression, work on eliminating self-limiting beliefs, and having a positive outlook. I also create platforms and initiate conversations through initiatives like #IamRemarkable and LeanIn Circles within the company and outside to spark discussions around empowerment. It’s important to remind myself that once I’ve empowered myself, I should try to help another woman to realise her potential as well. We all need to pass it on! What do you think are some effective ways to address bias in the workplace? The very first thing we all can do is to recognise that we might have unconscious biases or might be stereotyping without realising. You can only solve a problem if you acknowledge it exists. I’m sharing some simple and practical steps that we can take in order to help ourselves in our individual capacity irrespective of our designations and roles in the company: Let’s not discriminate based on gender Let’s not attribute work skills to someone’s gender Let’s make work-related decisions that could impact someone’s career based only on their work and merit, not their gender or any other similar aspects. Let’s not judge others, especially fellow women on how they should dress, behave or not behave. Respect everyone irrespective of their gender. Create equal opportunities for growth for everyone and make conscious efforts to maintain gender parity We do not need to wait for the organisation to take these steps for us – change starts with us! Can you describe some of the changes that have inspired you on the path to gender equality, or changes you would hope to see to promote gender equality? Apart from SWN, I also actively participate in other equality groups like Outforce. I like to regularly attend talks and virtual events to educate myself. I intentionally interact with women and allies from different professional fields and with those whose life journey is different from mine. It is only through education that we can empower ourselves or change ourselves for the better. By taking a simple step, starting with self reflection, to see where we are in terms of our biases and judgments today, we can really pave the way for self growth and self awareness. I also hope to see all of us support one another as we all together navigate our way to make our workplaces “bias-free”. Tanushree Rohera Tanushree Rohera is a SWN committee member and Solution Engineer. I love IWD because of the conversation it sparks. I love it because it allows amazing women to learn from other amazing women, and realise that they’re not alone. And I love it because it reminds us that even though we have come a long way, we have a long way to go. For the past five years, IWD has prompted me to bring together women to understand their challenges and honestly, to face my own. Last year, for example, I worked with a TechNGO and we brought together women leaders and young working professionals. I was amazed by how different the backgrounds were but how similar the challenges were. IWD allows for these conversations. How do you plan to celebrate the day? The first thing I wanted to do this year was to take stock of the books I am reading and how many of them are by women authors. I read recently that we subconsciously end up reading mostly male-authored books, and I would like to balance that perspective, across genres. In terms of events, SWN has some great events lined up which I am keen to attend. I joined the UN Women’s Summit on the 4th of March and will attend the Fireside Chat with Debbie Watkins on the 8th of March. I’ll also be attending a “Be Bold” event hosted by Kearney and Stanley Black & Decker. The 2022 IWD theme is ‘break the bias’. What do you think are some effective ways to address bias in the workplace? Earlier this year, I came across a book called, ‘Invisible Women: Data Bias in a World Designed for Men’. This book completely changed my perspective on decision making and I would recommend it to anyone who has decision-making authority. The broad point the author conveys is that we tend to make decisions based on the data we collect and the interpretation of that data. Through multiple examples across management, healthcare, politics and product design, she proves how there exists a very real gender data gap – we either do not collect a lot of data related to women or are not disaggregating the data related to women to understand how certain decisions affect women in different ways. With this context, a few things that I would think are helpful in overcoming this bias: Representation in the data being collected: For every decision being made, it’s really important to re-examine the data and see if it’s broken up or disaggregated to include the holistic needs of the people who are being served. Small things like planning a team get-together over lunch vs. post work (a lot of parents find it hard to meet post-work commitments) can make a big difference in fostering an inclusive environment. Representation in the voices being heard: People solve problems that they are conscious of. Often we may not solve a problem, not because we do not want to, but because we did not know it existed in the first place. That’s why ensuring a decision table is composed of people who are representative of the people being served is extremely important. Representation in the role models shared: Gender data gaps are perpetuated in history. Often, we consider certain roles to be only for men, only because the success stories shared have largely been men. For example, did you know that the world’s first programmer was actually female? (Ada Lovelace in case you would like to look her up). And did you know that computing started as a predominantly female occupation? Learning and sharing these stories helps open up avenues that previously may have seemed too far away for a lot of women. Can you describe some changes that have inspired you on the path to gender equality, or changes you would hope to see to promote gender equality? For me, representation is by far the biggest driver of equality. My greatest influence towards gender equality has been representative role models. This started at home, with my mother. A trailblazer in her own right, she did not define or limit herself by gender. That mindset percolated down to my sister and me. Despite that, when I entered into the workplace as the youngest team member with tons of energy, I feared not being taken seriously. But then I met role models through work: super enthusiastic and very well-respected colleagues like Archana Ganeshalingam, a Solution Engineer in the London office, or Caroline Yam, a Program Manager in the Australia Office, and I learned to not limit myself and express that energy and enthusiasm. A few years later, seeing Jody Kohner opening All-Hands calls cemented that belief. Representation takes different forms, but seeing someone who you can relate to succeed, especially if you are from a minority, is a very powerful kind of representation. It allows for more voices to be heard, paving the way for a more equal, representative workplace. Clarissa Wang Clarissa Wang is a SWN committee member and Senior Recruiting Manager, Asia. While I’m glad that we have a “dedicated” international women’s day, it’s one of those things that isn’t just subject to the day, like Valentine’s Day. IWD to me is the icing on the cake, a platform to promote a cause that should be top of mind for everyone every day. How do you plan to celebrate the day? I have a toddler son, and I plan to introduce the concept of IWD to him. He probably will not really understand, but I have been intentional in introducing concepts of equality (everything boys can do, girls can do as well), trying to break the cycle of gender stereotypes (boys can’t play with dolls, etc.), and teaching consent (no means no and I will stop). The 2022 IWD theme is ‘break the bias’. What do you think are some effective ways to address bias in the workplace? I think breaking the bias comes from the top. It takes vulnerability from both genders to normalise topics such as mental wellness, family time, etc. As a people leader, I always emphasise the “success from anywhere” values. I encourage walking (camera off) meetings – I dial in to calls when I’m dropping off or picking up my son. I feel if I normalise doing these #parentthings, my team will be encouraged to do the same. It’s great to hear from senior leadership about how they balance family and work. I think breaking the bias is also advocating for female advancement in the workplace. So that we can see that it CAN be done. Can you describe some of the changes that have inspired you on the path to gender equality, or changes you would hope to see to promote gender equality? I think I have learned early on in my leadership journey that women find it more uncomfortable to share their achievements, and I found the #IamRemarkable training to be pivotal in how I think about this – it’s not bragging when it’s based on facts. Because I work in recruitment, I see the need for female leaders in the industry. My ideal future would be one where job descriptions are welcoming, not intimidating; where women dare to try even though they may not fit 100% of the criteria; that hiring teams have courageous conversations about transferrable skills vs non-negotiable competencies; and that we see more diverse faces in leadership positions so that we too can dream to “be like them when we grow up”.
M1 Proves Customer and Employee Experience Go Hand-in-Hand
While Singapore’s M1 may have started out as a traditional telco, the experience it provides rivals that of the industry’s digital natives. Innovation is in M1’s DNA and its digital transformation has uplifted service and resulted in an incredible Net Promoter Score (NPS) of 60. LIKE.TG is a partner in M1’s ongoing transformation to become a digital-first telco, and we recently met with Stamford Low, Director, Customer Experience & Retail, to learn more about how his team is progressing and the lessons learned along the way. Here are key takeaways showing that exceptional customer experiences start with engaged employees. Drive adoption with friction-free experiences M1 operates in a digitally-savvy society, but old habits can be hard to change. For customers to self-serve or purchase a new phone and contract online, the process must be as convenient as dropping into a local store. That’s why M1 continues to streamline its digital journeys and remove any points of friction. “If we provide frictionless digital journeys, customers won’t have a need to use legacy assisted channels,” said Stamford. The same logic applies to new tools and processes for employees. M1’s employees have embraced robotic process automation (RPA) and new applications because they can see the value they provide. These technologies eliminate repetitive and mundane tasks, making it easier to serve customers. “Our employees love the agent and sales consoles in LIKE.TG because of the user experience. Thanks to our agile way of building things, they’ve also been able to provide input into how we cluster and display information on screens,” said Stamford. Customer experience and productivity are inextricably linked Call deflection is a common measure of success for service-focused organisations. However, for M1, it is secondary. Its primary goal is to provide a better digital experience. “The starting point for us is not call deflection or call avoidance because that’s inward-looking. We want to focus on making the customer journey so proactive that there’s no need for the customer to call,” said Stamford. “If we know that there is something wrong with your mobile service, for example, why should we wait for you to call us? We should be reaching out first, either through our app or an outbound call.” When customers do reach out, M1 wants to ensure an efficient response — whether it is from an agent or the telco’s chatbot Mindy. Einstein Next Best Action and continued enhancements to the agent and sales consoles will help increase the speed of customer service and improve the telco’s already high NPS. “Our NPS is at a level that makes it difficult to keep improving and we have already harvested all the low-hanging fruit. That’s why we are challenging ourselves and using Einstein Next Best Action to be more proactive,” said Stamford. The telco also plans to reorganise the information in its agent and sales consoles so that it is more aligned with the customer journey. For example, if a customer calls about a billing dispute, M1 wants to provide agents with everything they need to manage that dispute on a single screen. “Data shows that first contact resolution (FCR) is the number one driver for transactional NPS. So the best way to improve FCR is to equip employees with the best tools to resolve customer queries,” said Stamford. “I believe that also translates into empowered employees and thus a better employee NPS.” Transformation is a journey, not a sprint We asked Stamford for tips on how to manage internal change and shift employee mindsets. He said that digital transformation is a journey. It is important for leaders to be aligned and to provide clear direction on where the journey is headed. “Digitalisation is sometimes viewed as a threat to certain departments and certain roles. For example, there were concerns within our business that we would go 100% digital and close all our stores. However, management alleviated these concerns by making it clear that’s not our focus right now.” “Some people still struggle with digital, so to cater to Singapore’s whole population we will still need stores. The question is how do we upskill our store staff and provide them with the knowledge in their tablets to sell in a personalised way,” said Stamford. Upskilling is an essential element of M1’s transformation and the business has made this as easy and efficient as possible for employees. When processes change, for example, employees only need to learn what’s new rather than sit through training on what they already know. They can also find information on new processes and features in a library of articles built on LIKE.TG Knowledge. Training time is 50% faster for new sales and service employees. Stamford attributes that partly to how easy the service agent and sales consoles are to use. Commenting on the broader efficiencies offered by new digital capabilities, Stamford indicated that the need for efficiency and productivity was a given. What’s most important to him, though, is the impact on the customer. “People always look for efficiency and productivity gains in operations because it leads to cost optimisation. However, I think about efficiency more from the perspective of how it can help us to provide a better customer experience,” said Stamford.
Machine Learning in Marketing: LIKE.TG’s Complete Guide
Machine learning and artificial intelligence (AI) technologies have advanced significantly in recent years, impacting various industries, from self-driving cars to robo-advisors. These technologies can also enhance digital marketing strategies by swiftly analysing relevant data sets and automating repetitive tasks. For businesses seeking a competitive edge, integrating machine learning in marketing can lead to stronger campaigns, personalised marketing materials, and increased efficiency. Despite the perception of machine learning as a complex concept, it is a valuable tool for automating aspects of campaigns and harnessing valuable data. In digital marketing, machine learning is poised to revolutionise processes, simplifying tasks such as digital ad campaigns, content creation, and personalised recommendations. This article provides a comprehensive guide to machine learning in marketing, exploring its definition and practical applications. The goal is to help business owners and marketers understand how machine learning can be leveraged to create data-driven campaigns effectively. What is machine learning? Machine learning, falling under the umbrella of AI, refers to systems and software applications designed to “learn” through the analysis of data sets. Machine learning involves technology that processes input, identifies patterns, and independently adapts to new data to form solutions and solve problems. This versatile concept finds applications across various industries, including healthcare, retail, shipping logistics, and marketing. In marketing, machine learning often involves software programs that enable quick analysis and extraction of insights from large data sets. Additionally, these programs automate tasks such as analytics, report analysis, content optimisation, and audience segmentation, increasing marketers’ efficiency. Impact of machine learning on businesses Despite being a relatively new technology, machine learning is rapidly evolving and transforming how businesses operate. As businesses increasingly rely on large and complex data sets for decision-making, machine learning models help organise, manage, and interpret data, providing valuable insights. In the digital marketing industry, which continuously adopts new technologies, machine learning significantly optimises campaigns and increases automation, ultimately boosting the bottom line. Applications of machine learning in marketing Machine learning has diverse applications in marketing, spanning customer segmentation, analytics, campaign optimisation, customer service, and forecasting. Here’s a closer look at how machine learning can be utilised in these key areas: Customer Segmentation Machine learning facilitates automated and accurate customer segmentation, allowing marketers to target specific groups based on various characteristics. This automation streamlines the process, making it more efficient and less prone to errors. Analytics As digital marketing software becomes more sophisticated, machine learning assists in processing and organising large data sets quickly. This technology identifies complex patterns and performs predictive analytics, providing marketers valuable insights for informed decision-making. Optimising Marketing Campaigns Machine learning helps marketers make data-driven decisions for campaign optimisation. By leveraging existing data, machine learning models guide marketers on the most effective channels to reach their target audience, maximising return on investment (ROI). Customer Service Automation through machine learning is prevalent in creating chatbots and digital assistants for customer service interactions. These tools enhance customer satisfaction by addressing needs promptly and efficiently. Forecasting Machine learning aids in accurate forecasting by identifying patterns in data, enabling businesses to predict future events and make informed decisions regarding demand, customer lifetime value, retention rates, and other crucial metrics. Benefits of using machine learning in marketing Incorporating machine learning into marketing strategies offers various benefits for businesses: Lower Costs Contrary to assumptions, machine learning tools are often integrated into existing marketing software, making them affordable. These tools automate processes, saving time and lowering costs associated with manual tasks. Higher-Quality Data Analysis Machine learning excels in quickly and accurately analysing large data sets, providing high-quality insights. This capability enables the creation of specialised customer segments and informed campaign performance tracking. Automation of Processes Machine learning facilitates automation in various business and marketing processes, saving teams time, money, and energy. Automation can be applied to customer inquiries, marketing campaigns, and other tasks. Customer Satisfaction By incorporating machine learning tools, businesses can enhance customer satisfaction by creating chatbots and digital assistants that promptly address customer issues. Automation and data optimisation also contribute to positive interactions with the brand. Implementing machine learning models To harness the benefits of machine learning, businesses can integrate these models into their operations. Platforms like LIKE.TG’s Marketing Cloud offer marketing solutions incorporating machine learning and automation to streamline campaign management and efficiently engage prospects and customers across channels. It enables businesses to segment audiences, track engagement, align marketing and sales teams to nurture leads, and automate workflows, resulting in improved efficiency, personalised customer experiences, and increased ROI.
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