It is an initiative by Martechvibe in association with CEQUENS.
Martech Huddle is specially designed to engage customer-experience and digital 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.
Customer expectations are higher than ever. But so is their willingness to embrace new technologies.
They expect brands to be always-on on all channels while showing a proclivity for self-service tools. They want to have natural conversations and are open to interacting with automated systems as long as they are effective. They are increasingly comfortable sharing personal data if it helps craft personalised experiences.
It can be a happy situation for brands that offer convenience without adding to their operational costs. But it means using technology solutions that are optimised, integrate seamlessly with other business units and offer automation without compromising on empathy. However, if these automated experiences aren’t intelligent, they can be counter-productive to the customer experience and cost brand reputation.
Business leaders are looking for CPAAS partners that use AI to add intelligence to automated systems. Chatbots that are trained on large datasets offer higher accuracy. When this data contains past customer conversations, queries and issues via integration with CRM systems, it can be optimised to offer personalised responses. Using natural language processing, virtual assistants can be trained to speak naturally and with empathy after judging the sentiment of customer queries.
Join our roundtable as we discuss how AI-driven personalisation is the next generation of customer engagement in Fintech. With the power to predict customer behaviour, they enable foreseeing how customers will behave and allow businesses to converse accordingly, ultimately leading to increased sales, improved customer satisfaction, and a more profitable business.
Learn the optimised ways of enabling the next level of service: using AI chatbots in tandem with human agents, and training both to make the best of the tag team. Explore use cases, such as how AI-powered chatbots can be programmed to intelligently escalate conversations to human agents and provide them with a summary of the issue to save time or nudges on how best to take the conversation forward.