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Sandie Overtveld , Senior Vice President and General Manager at Freshworks APMEA
relevance of the service is suboptimal , this will irk the modern consumer just as much as any delay . Today , AI can be tied into contacts as they happen , wherever they happen . Chat , SMS , WhatsApp – all major messaging platforms are digestible by AI algorithms , and these systems can supply agents with context across contact history that will allow better feedback and greater individualisation of the customer journey . have evolved from expecting delivery of products and services in weeks to expecting them in days , hours , minutes , and now , perhaps , seconds .
Part of this expectation shift involves a demand for engagement through everyday consumer tools like social media . As of 2022 , the UAE had a reported 99 % social media penetration , and we are seeing surges in use of all these channels , from mainstays like Facebook and WhatsApp to new sensations like videosharing app TikTok , which is now used by 60 % of UAE digital socialites .
Marketing professionals and experienced engineers are always talking about finding customers where they are . After months of pandemic lockdowns , they are now to be found on social channels more than ever . In 2023 , regional enterprises must find ways to allow agents to engage with the social digi-sphere and its native population . Millennials and Gen Z will appreciate the outreach and respond , leading to better brand reputation and higher levels of capture , conversion , loyalty , and advocacy .
AI-powered
The need for speed shows that serving customers on time , in real time , is critical . But if the accuracy and
One-to-one
As they review their IT budgets , regional enterprises will look for the most cost-effective ways to grow as digital businesses . They will improve CX while consolidating operations and shopping around for more equitable long-term subscriptions . They will retain the parts of the tech stack that make sense in modern times , and rip out those that do not .
But at the centre of these overhauls will be the customer . The standard business model in the digital economy is one that ditches the one-to-many B2C relationship for many one-to-one relationships . Digital natives respond to being treated like individuals . It may be the only future . But its dividends are endless . p
As consumers turn back towards a preference for humanto-human interaction , time-saving solutions like robotic processautomation will support agents and prevent burnout .
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