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Epsilon and Econsultancy Release Customer Experience Maturity Report for India

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Study finds majority of client-side and supply-side organisations have not reached customer experience maturity

MUMBAI /PRNewswire/ — Epsilon®, a global leader in creating connections between people and brands, today released the Customer Experience Maturity Report in partnership with Econsultancy, a global research firm. The study surveyed over 300 client-side (59% of total respondents) and supply-side (41% of total respondents) marketing, digital and ecommerce professionals based in India to explore the maturity-level for customer experience (CX). The research was collected via an online survey of Econsultancy’s user base between September 2016 and October 2016.

The research found that nearly half of client-side (48%) and supply-side (47%) respondents rate their companies as being ‘not very advanced’ in their approach to customer experience. While client-side respondents felt ‘complexity of customer experience’ (28%) was the biggest barrier preventing their organisations from improving the customer experience, supply-side respondents identified ‘lack of overall strategy/vision’ (44%) as the primary hindrance.

The majority of respondents felt that optimizing internal collaboration between multi-disciplined teams and using data to better understand behaviors were the most important factors to deliver a great customer experience over the coming year.

Jefrey Gomez, Managing Director, Asia Pacific at Econsultancy, said: “The research findings confirm that a greater focus on marketing operations is needed. Internal collaboration between teams, which is regarded as very important to delivering a great customer experience, as well as strategy, identified as lacking, are key principles of marketing operations. Encouragingly, customer experience is being prioritised by marketers in India, with 12% of those surveyed rating their customer experience maturity as very advanced. But a tighter focus on marketing operations will enable their marketing efforts to react more quickly to changes in business strategy and customer behaviour.”

“Customer experience will continue to be the key differentiator for brands, and the Indian market is no exception,” said Michael Kustreba, Managing Director of Epsilon, Asia Pacific. “The research shows that many marketers in India have recognised the importance of enhancing customer experience and are actively looking for solutions. The good news is that there are valuable insights from data, technology and proven methodologies to help marketers improve their customer experience delivery and achieve greater CX maturity.”

Additional findings include:

Data is of paramount concern

A resounding 97% of client-side respondents cite the better use of data to understand customer behaviours as being ‘very’ or ‘quite’ important for delivering a great customer experience over the coming year, and all supply-side respondents concur with this view.

Email service platforms are the primary investment for customer experience

Survey findings revealed that email service platforms are currently a primary investment focus in the area of customer experience technology. Just under three-quarters (73%) of client-side respondents and 70% of supply-side respondents say they (or their clients) are using such technology for customer experience marketing initiatives. Beyond this, approximately half of survey respondents are utilising CRM technology or systems.

Customer experience is more advanced when it is the responsibility of the entire organization

Survey data showed that all respondents felt the responsibility for customer experience sits across a mix of different departments. 29% of client-side respondents believed it was the responsibility of the whole organization, compared to 19% of supply-side respondents. When responses were segmented by level of self-declared CX maturity, the effect of different approaches becomes clearer. In half of the ‘advanced’ companies, responsibility for customer experience is either shared across the organization (42%) or resides in a mixture of different departments (22%). For companies rating themselves as ‘not very advanced’ or ‘immature,’ responsibility for customer experience is more likely to lie within a mixture of different departments (31% versus 22%) or the marketing department (24% versus 20%).

Responsibility for CX is allocated, but budget is often not

Marketers reported that only 9% of companies in India have a single, dedicated budget for understanding the customer journey, while an additional 32% have a dedicated budget split across different departments. While most companies assign responsibility for customer experience, they are far less likely to allocate budget specifically for understanding the customer journey.

Companies are at an ‘intermediate’ stage in understanding the customer journey

Two in five (39%) client-side respondents and more than half of supply-side respondents say they (or their clients) are at an ‘intermediate’ stage of understanding the customer journey, meaning that some parts of the journey are aligned, but there are important pieces of the jigsaw still missing. Furthermore, 38% of client-side respondents define their understanding as being at a ‘beginner’ stage, and 30% of supply-side respondents concur with this view. Just 17% of client-side respondents claim they are at an ‘advanced’ stage of understanding the customer journey, where there is a coordinated approach across online and offline touchpoints.

Companies are positive about their ability to make changes to the customer journey

Approximately half of respondents, both client-side and supply-side, rate their company’s (or their clients’) capability to make changes to the customer journey as ‘excellent’ or ‘good’. Further, 44% of companies and 37% of supply-side respondents feel they (or their clients) are in an ‘okay’ position. ‘Advanced’ organisations are nine times more likely to rate themselves as ‘excellent’ (18% compared to 2%) than their peers. Similarly, 50% say they are ‘good’ at making improvements to the customer journey, compared to 30% of less advanced companies.

For more information about the study and to download the full report, visit

About Epsilon

Epsilon® is a global leader in creating connections between people and brands. An all-encompassing global marketing company, we harness the power of rich data, groundbreaking technologies, engaging creative and transformative ideas to get the results our clients require. Recognized by Ad Age as the #1 World CRM/Direct Marketing Network, #1 U.S. Agency from All Disciplines and #1 Largest U.S. Mobile Marketing Agency, Epsilon employs over 7,000 associates in 70 offices worldwide. Epsilon is an Alliance Data company.

Epsilon International is an operating unit of Epsilon, with local offices in Australia, China, Hong Kong, India, Japan, Singapore, U.K., France, Germany and Ireland. For more information, visit or email to

About Econsultancy

Econsultancy’s mission is to help its customers achieve excellence in digital business, marketing and ecommerce through research, training and events.

Founded in 1999, Econsultancy has offices in New York, London and Singapore.

Econsultancy is used by over 600,000 professionals every month. Subscribers get access to research, market data, best practice guides, case studies and elearning – all focused on helping individuals and enterprises get better at digital.

The subscription is supported by digital transformation services including digital capability programmes, training courses, skills assessments and audits. We train and develop thousands of professionals each year as well as running events and networking that bring the Econsultancy community together around the world.

Subscribe to Econsultancy today to accelerate your journey to digital excellence.

Call us to find out more:

  • New York: +1 212 971 0630
  • London: +44 207 269 1450
  • Singapore: +65 6653 1911

Media Contacts:
Rickie Hobbie
+852 3589 0717

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Source: Epsilon International
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Written by asiafreshnews

February 9, 2017 at 5:50 pm

Posted in Uncategorized

Trailblazing Hong Kong Data Center Operator HKCOLO.NET Welcomes HKIX

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HONG KONG /PRNewswire/ — HKCOLO.NET Limited is delighted to welcome HKIX who is announcing the presence of HKIX5 site today in its advanced Telehouse Hong Kong Cloud Computing Complex located at 2 Chun Yat Street, TKOIE, Hong Kong.

HKIX is a neutral and professional Internet exchange point based in Hong Kong and is one of the largest Internet exchange points in Asia Pacific region. It is now expanding its POP to the data center to support the demands for colocation space from HKIX participants in the TKO area. Through this expansion of HKIX, customers in Telehouse Hong Kong CCC can enjoy direct connection to HKIX without local access circuit at a short lead time within the data center.

Being the first data center to obtain the top TIA Tier 4 / Rated 4 data center certificate in the financial region spanning across China, Japan, Korea and Singapore, HKCOLO now poised to become the hub where HKIX participants can meet, peer and exchange traffic.

Mr. Andrew Pang, Managing Director, stated, “We are extremely pleased to welcome HKIX in our facility.  Both HKIX and our customers can now enjoy cross connects in a speedy and economical way. Local loops to HKIX from our facility will no longer be a concern and connection can be done within a day instead of within a month. Data center services in our facility provided by a TIA Tier 4 / Rated 4 operator with connectivity implemented by the largest internet exchange operator in Asia means customers in the facility will be enjoying the most reliable services in a place of great business. This is another example for our team, scaling new heights and attaining new levels of service excellence for the benefit of our customers. Through our hard work, Hong Kong has become a place for international companies to place their crown jewels. We will not cease to continue shaping Hong Kong in becoming a great place for electronic business in the world.”

About HKIX

Established in April 1995, HKIX (Hong Kong Internet eXchange) is a neutral and professional Internet exchange point based in Hong Kong for faster and cheaper interconnections among different networks on Internet.  Owing to its large scale and the high traffic volume it serves, HKIX is considered as one of the largest Internet exchange points in Asia Pacific region. HKIX is owned and operated by the Hong Kong Internet eXchange Limited, a wholly-owned subsidiary of The Chinese University of Hong Kong Foundation Limited. Visit for more information.

About HKCOLO.NET Limited

The Company was founded in 2009 by the HKCOLO group as a Neutral Data Center service provider in Hong Kong catering to financial institutions and enterprises. In 2011 the group entered into a joint venture partnership with KDDI Corporation of Japan. The data center has become a member of the Telehouse group. The two shareholders, namely HKCOLO and KDDI, each retain 50% of the issued shares of HKCOLO.NET. In less than 5 years from the commencement of the partnership, it has secured a predominant position with financial institutions and Fortune 500 enterprises.

About HKCOLO Group

The HKCOLO Group was founded by Mr. Andrew Pang in 1999. Located in Sino Favor Center, the Group has become the first major telecom hotel in the region. As the decade progressed, the Group diversified its client base to accommodate other emerging industry segments. A Cloud Computing Complex setup has since become the predominant choice of financial institutions, global solution providers and Cloud Service Providers. The Group regularly holds cross industry “event forums”, attracting international clients from across the globe. It is now one of the region’s major Data Center Service Providers. Please visit for more information.

About KDDI

KDDI is a leading Japanese mobile and fixed-line telecommunications and ICT solution provider with 106 offices in 28 countries around the world and a Global Fortune company. With more than 40 million subscribers, KDDI is Japan’s second- largest mobile operator. Furthermore, together with its subsidiaries, KDDI is the only Japanese ICT solution company that provides comprehensive services for consumers and corporate clients. With services from fixed to mobile communications and solutions, “TELEHOUSE” data centers and broadcasting, KDDI aims to be a company that creates new styles for customer’s lives and corporate activities from local communities to overseas with communication as its base. Please visit for more information.

About Telehouse

Telehouse is the pioneering neutral data center colocation provider established in 1989. It is an owner-operator of high tier data centers, connectivity and managed ICT solutions to over 3,000 corporations around the world. Telehouse is the data center subsidiary of KDDI.

Please email or call Mathew Cheung at +852-3975-0351 for more information.

Source: HKCOLO Limited

Written by asiafreshnews

February 9, 2017 at 5:35 pm

Posted in Uncategorized

ESET Experts Share Three Key Insights on Ransomware

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SINGAPORE/PRNewswire/ — ESET experts, Stephen Cobb, David Harley and Lysa Myers have shared three key insights on ransomware. 2017 has arrived before people even realized it was coming and it’s brought with it an army of new buzzwords, fresh security threats and an even more switched-on world than 2016.

Before people entangle themselves in everything digital that this year has to offer, it’s important to heed expert advice. Take ransomware — what does it really entail and will it vanish as quickly as it appeared? One thing’s for sure: Ransomware isn’t going anywhere. As recently reported, cybercrime has wriggled its way into 21st century life, wreaking a trail of havoc as it goes. Ransomware is attacking our hospitals, our libraries and our financial institutions. It’s attacking the trendy new connected cars. As ESET’s Stephen Cobb envisions, what if it sets its sights on Internet of Things (IoT) devices?

Here are the rounded up key advice and insight ESET experts have provided within the last year.

RoT: Ransomware of Things

Stephen Cobb, senior security researcher at ESET

Golden rule: Don’t put anything on the internet you wouldn’t want your mother to see.

Cobb warns of the impact of a yet unknown concept. His concern is that “malicious software that seeks to take control of a device” — or “jackware”, as he calls it — may infiltrate 2017.

During midwinter in 2016 in Finland, where temperatures were below freezing, cybercriminals were able to take control and halt the heating of two buildings during a distributed denial of service attack. Could these attacks become commonplace as the IoT continues to flourish?

Cobb believes there needs to be a collective international effort made, on both a technical and political level, to stop the IoT giving way to the RoT. “Traditional security techniques like filtering, encrypting, and authenticating can consume costly processing power and bandwidth,” he pointed out. “There has been a collective international failure to prevent a thriving criminal infrastructure evolving in cyberspace.”

The good news is people are not falling for anything they are not sure about. Cobb cites a report from a survey showing that more than 40% of American adults remain unconvinced that IoT devices are safe.

He questions: “Could the combination of consumer sentiment and government guidance lead companies to make the IoT more resistant to abuse?”

Ransomware: should you pay up?

David Harley, senior research fellow at ESET

Golden rule: Scepticism is a survival trait: don’t assume that anything you read online is gospel truth, even in this adage.

To pay (cybercriminals demanding a bitcoin ransom), or not to pay, that is the question.

Such is the current state of the modern world.

On the morality of paying a ransom to cybercriminals who’ve attacked your system and encrypted your data, there’s a multitude of opinions around. “There’s an undeniable argument that if you give in and pay the ransom, you’ve directly contributed to the wellbeing of criminality,” concedes David Harley. “And there’s unlikely to be a money-back guarantee.”

However, he recognizes that often it’s not that straightforward: “In many cases, it’s cheaper to pay up than lose the data … Maybe the damage is so severe that you go out of business. You can’t blame companies if they decide to pay up rather than commit financial suicide.

“It might be seen as being more responsible to pay up rather than destroy the livelihoods of all staff.”

His own personal advice is that “prevention (and backup) is worth a ton of Bitcoins”.

Whatever your stance on the issue, the solution remains to follow the advice of experts such as Harley himself, and Lysa Myers.

What can you do about ransomware?

Lysa Myers, security researcher at ESET

Golden rule: An ounce of prevention is worth a pound of cure.

“If you have properly prepared your system,” says Myers, “[ransomware] is really nothing more than a nuisance.”

ESET selected five precautions Myers has advised taking, by means of the aforementioned prevention.

1.       Back up your data — on an external drive that is disconnected from your devices and network when not in use

  • This is the single most important thing you can do.

2.       Keep your software up to date

  • Use reputable software repositories for both anti-malware software and a software firewall.

3.       Disable macros in Microsoft Office files

  • By doing so, you deactivate the use of the scripting language used by malware.

4.       Display hidden file extensions — and look for double extensions

  • Windows and OSX hide known file extensions. Malware takes advantage of this.

5.       Filter EXE files in email; and disable RDP and files running from AppData / LocalAppData folders

  • Behaviour used by ransomware often manifests itself in the above.

Ransomware “can be extremely scary”, but it can be tackled with education and awareness. Myers ends on a positive note: “If anything good can come out of this ransomware trend, it is an understanding of the importance of performing regular, frequent backups to protect our valuable data.”

About ESET

For 30 years, ESET® has been developing industry-leading IT security software and services for businesses and consumers worldwide. With solutions ranging from endpoint and mobile security, to encryption and two-factor authentication, ESET’s high-performing, easy-to-use products give consumers and businesses the peace of mind to enjoy the full potential of their technology. ESET unobtrusively protects and monitors 24/7, updating defenses in real-time to keep users safe and businesses running without interruption. Evolving threats require an evolving IT security company. Backed by R&D centers worldwide, ESET becomes the first IT security company to earn 100 Virus Bulletin VB100 awards, identifying every single “in-the-wild” malware without interruption since 2003. For more information visit or follow us on LinkedInFacebook and Twitter.

Source: ESET

Written by asiafreshnews

February 9, 2017 at 4:29 pm

Posted in Uncategorized