Singapore – In the ever-evolving landscape of today’s business environment, the ability to provide an outstanding customer experience (CX) has become a pivotal factor that sets businesses apart. Customers, more discerning than ever, not only expect exceptional service but are willing to pay a premium for it. Meeting these growing customer needs requires businesses to adeptly harness technology to deliver a seamless and superior customer experience.
Artificial intelligence (AI) emerges as a crucial ally in this transformative journey toward redefining CX. With its capacity to process vast amounts of data and predict customer behavior, AI can significantly enhance efficiency in addressing customer needs and resolving issues for businesses.
Admir Mašin, head of platforms in Asia-Pacific at Infobip, advocates for the development of robust omnichannel CX strategies to foster growth while ensuring a positive customer journey across all channels. He underscores the power of real-time conversations in elevating businesses, urging brands and platform businesses to engage with customers in their preferred channels and to be present where and when customers expect them.
Mašin introduces CPaaS X, a suite of modular and flexible APIs designed to simplify the complexities of CPaaS integration for platform businesses. He highlights how Infobip’s CPaaS X expedites onboarding and time to market, reduces operational load, and streamlines engineering efforts, allowing customers to focus more on scaling their business.
Industry leaders, including Lisa Collins of Accenture, James McIntyre of Cashrewards, Prerna Pant of Radarr, and Mašin, share their insights on revolutionizing customer experiences to be more future-proof and efficient. Collins stresses the importance of a life-centric approach, urging brands to focus on helping customers with their needs, personalizing offerings, and enhancing the customer journey.
Pant emphasizes understanding customers at each stage of their journey, utilizing advanced technologies like social media listening tools to track and comprehend customer motivations throughout their journey. McIntyre underscores the significance of selecting the right metrics and visualizing data in a brand’s CX program to measure what truly matters for both the customer and the business.
Mašin recommends investing in conversational technologies, leveraging AI capabilities to boost efficiency and foster meaningful interactions that contribute to customer satisfaction and overall 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.
