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Building Frictionless, Connected Customer Journeys


What is Breakfast Briefing?

It is an initiative by Martechvibe in association with Exotel.

It is specially designed to engage marketing, technology, and marketing leaders who have revolutionised brands by using technology as a catalyst. It focuses on a group of carefully selected industry stalwarts, bringing them together to participate in an exclusive closed-door session. The selected professionals bring a variety of viewpoints, experiences, and domain expertise, but they all share the vision of transforming businesses by enhancing the customer experience while utilising technology and new digital methods. The huddle encourages open discussions among peers resulting in a better strategy roadmap for organisations. In the age of building peer-exchange resources, these gatherings form a community of like-minded business leaders working to explore insights, ideas and best practices.

About this Edition

Disconnected customer interactions lead to poor experiences. When promotional campaigns lack personalisation and predictive capabilities, or when manual telesales dialling causes scaling issues, these challenges result in disconnected customer conversations.

To enhance customer support experiences and increase CSAT while reducing costs, BFSI leaders must aim to integrate customer history from external CRM into the agent interface. They should also seek to proactively improve debt recovery by implementing personalised automated outreach to make repayment convenient for borrowers.

In an ideal connected customer journey, BFSI businesses are able to work on proactive debt recovery facilitated by personalised automated outreach and convenient repayment options. Furthermore, tele-sales representatives are empowered through sales automation, and customers receive on-demand assistance from generative AI-enabled bots on their preferred channels.

Subpar customer experiences are the worst thing that can happen to BFSI brands trying to stay relevant and competitive. BFSI brands need to build connected, multi-channel orchestrations for contextual communication, ultimately bridging the gap for a connected customer experience.