Dave Weiner, Bicycles, agreed with the above and explained that for his organization it means meeting the customer wherever they prefer. “So, if they want an e-mail or phone, sure, but they might want a Facebook message, WhatsApp, text, or online chat,” said Weiner. “So, it’s really about meeting the customer in whatever method they’re comfortable in if you’re truly a digital company.”
With an eye cast toward
International expansion in 2022, Eric Carlsen, Director of CX at Spanx in his session How Spanx is Shaping the DTC Customer Experience, remarked that a priority is making sure his team is able to communicate not only in a variety of different channels, but also in a variety of languages. “As we grow internationally, every country’s a little bit different,” said Carlsen. “So there’s a lot of cultural sensitivity and there’s a lot of sensitivity in terms of the way business is done and the way people communicate.”
Embracing an omnichannel strategy might prove challenging at first for some organizations, but there are benefits once implemented. “There’s a big opportunity when leveraging an omnichannel strategy to drive more engagement,” said John Jackson, Customer Account Manager at Kustomer. “With cape verde email list 33087 contact leads that, you can collect more data that you can use to optimize different parts of your business. A big one being your product marketing.”
Leveraging Automation to Drive Efficiency
Another key theme throughout the conference involved how businesses can become more efficient using automation. According to Andrea Paul, Director of Research at Kustomer, there are different ways for businesses to implement automation, from tapping into AI to eliminate time consuming tasks to leveraging chatbots to deliver contextual and personalized information. “With the right technology, agents can focus on building relationships with customers and fixing complex issues in a timely manner,” explained Paul.
Automating routine and mundane tasks will produce happier agents who will provide better experiences. “That’s just human nature,” explained Brad Birnbaum. “We’re just at the tip of the iceberg, in my opinion, in terms of automation intelligence and taking advantage of AI and machine learning.”
A heightened emphasis on digital channels, especially messaging apps, opens up a world of technology that is more efficient according to Matt Idema. “Your agents can be more efficient, you can do more automation, and you can respond to multiple customers in parallel — it’s not one analog conversation at a what’s coming in wordpress 6.8 (features and screenshots) time,” said Idema.
Guy Raz in his keynote predicted that those that embrace artificial intelligence and automation will completely change how we all interact with the world. “We know this because the trend lines exist now, today, be numbers and brands and businesses that understand thi
