In today’s age of the customer, managing customer experience has become central to business success. A customer’s relationship with a brand does not start or cease with a purchase. But it is the overall experience that has emerged as the driving force behind the improved bottom line for a business. The customer experience management (CEM) technology solutions available today allow brands to focus on optimising customer interactions and enhancing loyalty.
There are numerous solutions in the market that enable businesses to tackle the obstacles that stand in the way of delivering memorable customer experiences. Artificial intelligence (AI) is dominating the CEM solutions space to a larger extent. Further, the rise of IoT has given birth to a hyper-connected world of real-time experiences and instantaneous feedback. As 5G is expected to hit the market soon, consumers can better connect with the brands and share their experiences with them and others as well. More number of brands will utilise social messaging alongside AI and chatbots in 2019 to plug the customer engagement gaps. With the amalgamation of AI, chatbot, and social messaging, it will be easier for brands to automate and personalise customer responses.
Innovative CEM solutions comprise features such as marketing automation, email integration, and analytics. These solutions help businesses personalise content based on users’ purchase preferences, onsite activity, and other behavioral attributes. The seamless orchestration of multi-step marketing workflows can help a great deal in driving customer experiences.
We bring to you APAC CIO Outlook’s “Top 10 Customer Experience Management Solution Providers - 2019.”