hemes over the course of the conference was an urgent call for businesses to embrace an omnichannel CX strategy. VP of Business Messaging at Meta, consumers and businesses alike learned that they can do nearly anything digitally, from purchasing groceries to telemedicine. “We all experimented more with digital channels during the pandemic, and that’s not going to go back to where it was prior to the pandemic,” said Idema. “There is going to be some increased level of expectation from customers that your business is able to service them both in person and digitally.”
Dave Weiner, Founder and
CEO of Priority 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 cabo verde email list 235 contact leads engagement,” said John Jackson, Customer Account Manager at Kustomer. “With 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, more user-generated video content discoveries Director of Research at Kustomer, there are different ways for businesses to implement automation, from tapping into AI to eliminate time consuming tasks be numbers to leveraging chatbots to deliver contextual and personalized information. “With the right technology, agents can focus on building relationships wi
