4 June 2021
How businesses can leverage data to gain a better understanding of customers' preferences and channels
Zendesk's Customer Experience (CX) Trends Report 2021 showed that requests over messaging applications such as WhatsApp and Facebook Messenger have spiked up to 117%. Malcolm Koh, CX Strategist APAC, Zendesk, discusses how businesses can leverage on the new trend of conversational customer experience using different social media platforms.
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29 June 2020
How businesses can navigate customer service disruption in Singapore
In Mind Your Business, Rachel Kelly spoke to Malcolm Koh, Customer Experience Strategist APAC, Zendesk on how businesses can navigate customer service disruption in Singapore. Zendesk recently released the Zendesk Benchmark Snapshot to examine the link between COVID-19 and delivering great customer experience.

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5 February 2020
Making Sense of What Customers Want
As customer expectations continue to evolve, Zendesk has launched its latest Customer Experience (CX) Trends Report to help make sense of the big factors influencing these rapidly changing behaviours. Howie Lim finds out more from Malcolm Koh, APAC CX Strategist from Zendesk.

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11 September 2019
Omnichannel: The New Normal
The Customer Experience or CX is becoming more conversational with Whatsapp but what does this mean for consumers and brands? Also, increasingly, Omnichannel CX isn't just a "good-to-have", but rather becoming the new normal that brands will need - especially to help weather a gloomy economic forecast. We find our more from Malcolm Koh, Customer-in-Residence & Customer Experience Strategist at Zendesk.

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