Technology has been evolving like never before for the last few years, and this could be seen clearly with the growth of various communication channels online. 3.2 billion internet users worldwide are communicating over various online channels, especially on Facebook, twitter, WhatsApp, Instagram and LinkedIn. While Internet users are finding multiple digital communication channel at their disposal, brands are finding it difficult to achieve a unified communication platform to stay engage and address their customer grievances in no time. The Customer Experience Management (CEM) is slowly becoming a nightmare for a majority of brands due to fragmented communication.
The new buzzword in CEM is omni-channel customer experience that is believed to be the best solution for digital communication fragmentation. The omni-channel customer experience is all about keeping a customer connected with brand irrespective of communication type, communication platform, and customer’s communication preferences.
As most of the brands are yet to get a hand of omni-channel, Mahindra Comviva recently held a discussion on Twitter explaining the present state of CEM and how can brands create a more seamless communication channel for a better customer support experience across all platforms.
Amit Sanyal, AVP & Head – Customer Value Management, and Nigel Fenwick from Forrester led the chat session and came up few interesting insights, valuable takeaways and talked about few interesting CEM trends in 2016, something that every brands must pay attention to.
One of the interesting questions that caught the eyeballs of many was asked by a tweepi Gyana.
To make the chat session more valuable Amit Sanyal talked about the 3 CEM priorities for brands in 2016.
By the end of Twitter chat session it was clearly established that CEM solution is going to drive the Support System in future, but it is telecom companies who need it the most. However, to make the system more robust and responsive companies must bank upon CEM experts to guarantee returns. Therefore, it would be a wise move that brands must look at third party software as that of Mahindra Comviva to cater to the need of their customers and provide a jubilant communication experience across all platforms.