The year 2016 will be about companies being at loggerheads over the customer experience they provide. In this landscape, Mahindra Comviva stepped up the all-important conversation for businesses on their Twitter channel with a live discussion on the present state of CEM and how a more seamless communication landscape can be created.
The new buzzword in CEM these days is omni-channel customer experience. Omni-channel customer experience if simplified, is creating continuity for customer experience across channels which essentially enables customers to be connected with a brand across platforms and more importantly continue an interaction initiated on one channel, on another seamlessly.
At the heart of the session conducted on Twitter with the empaneled experts, Amit Sanyal, AVP & Head, Customer Value Management, Mahindra Comviva and Nigel Fenwick, President, Principal Analyst Serving CIO,s, Forrester, was the fact that customers want an integrated, consistent and personalized experience with their service providers. In light of it, a few important questions raised by industry experts were – ‘Is having an Omni-channel strategy imperative?’ and ‘How can CSPs offer relevant customer interactions?’
While it was established over the session that telcos are most in need of omni-channel CEM, it is given that they might not be in a position to develop the process independently, In which, case a wise business move would be to look at leveraging third-party software as that of Mahindra Comviva to cater to this pressing need and create an impactful push for their businesses. |