Singapore – In a world of accelerated uncertainty, the future of customer experience(CX) innovation will be driven by brands that go beyond mere transactional interactions, focusing instead on creating relationship-based experiences that align with delivering customer value and fulfilling trusted customer preferences to achieve business goals.

That being said, this shift in innovation is brought about by digital-native customers today who are demanding greater value, more memorable and immersive experiences, as well as greater control over how they engage with brands, becoming equal stakeholders in the CX ecosystem.

To help navigate through this phenomenon, global cloud communications platform Infobip, with market intelligence firm IDC, have teamed up with MARKETECH APAC to present the report, ‘Revolutionizing Customer Experience through the Power of Conversational Commerce, providing guidance to marketers and brands on how to get started and accelerate the journey towards customer-centric business resilience.

Revolutionizing Customer Experience through the Power of Conversational Commerce discusses the rising role of conversational commerce and omnichannel communication platforms in delivering a superior and contextualised customer experience throughout the APAC region.

The report highlights the value of conversational commerce in customer-centricity by giving readers an overview of its significance, showcasing how the future of CX is efficiently redefined through fostering meaningful engagements by using methods such as leveraging conversational mediums and communication platform as a service(CPaaS), showing examples of its use and effectiveness in the current industry.

Furthermore, the report also gives insights as to how marketers and brands can future proof their business through current and future advancements in conversational commerce, as well as the right standards for choosing a partner to embark with on the conversational commerce journey.

Lastly, several touchpoints for the utilisation of conversational commerce are explored geographically across APAC, displaying the industries encompassed as well as its nature of use across different markets in the region.

Teddy Cambosa, regional editor at MARKETECH APAC, said, “As businesses navigate the digital realm, the art of meaningful conversation becomes the brushstroke that paints lasting impressions. In the canvas of customer experience, the brush of dialogue not only shapes transactions but also crafts relationships. In this ever-changing business landscape like this, this report offers actionable insights for businesses to recognise the power of conversational commerce, which in turn paints a portrait of personalised service, resonates in the hearts of customers, and creates a masterpiece of loyalty and satisfaction.”

To access the report, you may downloadRevolutionizing Customer Experience through the Power of Conversational Commerce’ here.

Singapore – Software-as-a-service (SaaS) company Zendesk has announced new artificial intelligence (AI) technology and conversational commerce features in order to improve its customer experience (CX) offering across its user base. The announcement follows the recent conclusion of Zendesk’s flagship conference ‘Relate’.

‘Zendesk AI’, the company’s new AI tech feature, is an intelligence layer that makes personalised, efficient and more empathetic customer experiences (CX) accessible for all companies. This new AI feature comes after Zendesk’s recent partnership with OpenAI.

Some of the capabilities of Zendesk AI include advanced bots that automatically solve issues and provide more personalised, industry-specific and accurate responses; improved agent productivity through AI-powered insights and suggestions to arm agents with more knowledge and context; and intelligent triage using capabilities such as intent and language detection and sentiment analysis to classify customer requests and allow teams to respond accordingly.

Available today, Zendesk AI will help companies instantly improve service experiences, save time, better understand their customers, and create seamless interactions. The solution continues to learn over time, is fast to deploy, easy to use, and immediately adds value without the need for large teams of developers or months of implementation time.

Cristina Fonseca, head of AI at Zendesk, said, “While running and scaling a successful CX team is complex, using AI should be simple. “With Zendesk AI, our proprietary models are specifically trained for CX and designed to immediately deliver actionable customer insights. These foundational features are key to improving customer service quality and agent efficiency, with potential to be even more powerful when combined with [large language models] LLMs.”

Meanwhile, Zendesk’s conversational commerce is made possible through deepening its partnership with Meta’s WhatsApp and Shopify, to further enhance businesses’ CX strategies and empower them to create a better shopping journey for their customers.

The conversational commerce feature provides direct support, marketing, and sales all from within a conversation, such as the capability for agents to leverage knowledge about customers’ ongoing shopping habits/status to personalise their service; identify new revenue opportunities by understanding any shopper’s habits and purchase history; and using AI to automate conversions and recommendations.

Adrian McDermott, chief technology officer at Zendesk, commented, “While we’ve seen huge shifts in the way people shop over the past few years, one thing has remained constant – people prefer to communicate via messaging. Now that digital is the new storefront, businesses will be able to use conversational commerce, built on our powerful messaging platform, to create a richer, more dynamic and interactive experience with their customers, which will ultimately lead to increased loyalty and revenue.”