Singapore – In today’s dynamic business landscape, the ability to deliver exceptional customer experience (CX) has become a critical differentiator. Customers, now more than ever, demand exceptional service and are even willing to pay a premium for it. And so, with growing customer needs and demands, businesses must learn how to leverage technology to deliver a truly seamless customer experience that will set them apart from the rest.
In this journey towards revolutionising CX, the capabilities brought about by artificial intelligence (AI) serve as a powerful ally. With AI technology’s ability to process huge volumes of data and predict customer behaviour, it can address customer needs and resolve issues more efficiently for businesses.
For Admir Mašin, head of platforms in Asia-Pacific at Infobip, businesses must develop strong omnichannel CX strategies to drive growth while providing a favourable customer journey across all channels. He further highlighted the power of conversations in elevating businesses, advising brands and platform businesses to engage with customers in real-time in their preferred channels and to be present when and where their customers expect them to be.
Mašin also talked about CPaaS X, a set of modular and flexible APIs that is made to eliminate the complexities brought about by CPaaS integration for platform businesses. He highlighted how Infobip’s CPaaS X speeds up onboarding and time to market, reduces operational load, and streamlines engineering efforts, thus simplifying a customer’s workload and giving them more space to focus on scaling their business.
Meanwhile, industry leaders Lisa Collins, director of experience platforms at Accenture; James McIntyre, customer experience lead at Cashrewards; Prerna Pant, co-founder of Radarr; as well as Mašin, also provided their industry insights on how brands can revolutionise their current customer experiences to become more future-proof and efficient.
The industry experts in Asia-Pacific shared their advice on what are the best practices in establishing the best CX strategy for brands and businesses aiming to revolutionise their customer experience strategies by utilising cutting-edge technologies.
Collins shared how important it is for brands to employ a life-centric approach when assessing and dealing with customers. She emphasised how brands that are thriving are those that focus more on how they can help people with their needs, personalising what they can offer, and improving the customer’s journey with the brand.
In addition, Pant also discussed the relevance of understanding customers at each stage of their journey. By using advanced technologies like social media listening tools, brands can track and understand what’s driving customers in each stage of their journey, helping them solve problems and anticipate trends in the future.
Meanwhile, McIntyre pointed out the importance of having the right measurement in a brand’s CX programme. Businesses must learn how to choose the right metrics and visualise data so that it measures what matters for the customer and business.
Mašin also suggested investing in conversational technologies, leveraging AI capabilities to increase efficiency while also fostering interactions with audiences to create satisfaction and drive success.
The webinar, titled CX Revolution: Leveraging AI Tech for Seamless Customer Experience, is made in partnership with omnichannel communications platform Infobip. It was attended by industry experts and marketing representatives from countries inside and outside of APAC.
If you missed going to the event, you may register HERE to obtain your on-demand access.
