Customer experience is the new battlefield for business, but the right tools, backed by AI, can help organisations adapt and compete. This is according to Vivek Ethiraj, head of solutions engineering at Freshworks, who was addressing aEthiraj said: “According to McKinsey, 73% of customers want anywhere, anytime support, using multiple channels to engage with their favourite brands.
“Internal teams have to toggle across multiple windows, tools and apps, and they may not have the full customer history at hand. Further, management tend to invest in BI tools and analytics to unify the data across tools and bring about insights that benefit the organization, and the cycle goes on and on. An integrated approach is necessary,” he said.
Ethiraj said African customers want brands to meet them wherever they are: “They want to choose channels that are convenient to them, they want personalised service, it should be easy for them to find support, and they want help fast. They also want contextual data offering insights which drive customer delight, and human centric processes to drive lifetime value.
South Africa Latest News, South Africa Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
RFG grows revenue by a fifth, but struggles to recover surging costsThe producer is battling with higher prices for inputs including cans, meats and oils and logistics
Source: BDliveSA - 🏆 12. / 63 Read more »
RFG grows revenue by a fifth, but struggles to recover surging costsThe producer is battling with higher prices for inputs including cans, meats and oils and logistics
Source: BDliveSA - 🏆 12. / 63 Read more »
Alexforbes expects full-year profits to rise as much as 10%SA’s largest retirement fund administrator attributes expected growth to new business wins and positive market returns
Source: BDliveSA - 🏆 12. / 63 Read more »
Source: TheSAnews - 🏆 25. / 59 Read more »
Source: BISouthAfrica - 🏆 34. / 51 Read more »
Source: SABCNews - 🏆 37. / 51 Read more »