To keep the economic engine running, marketers must now shift their focus to maintaining connections with core audiences and spending on the channels that generate the best value, says Netta Lev Sadeh, Managing Director EMEA-SANI at AppsFlyer.
“Balancing the utility of AI with user privacy would be interesting to see in the coming times,” says Ishan Singh, Director of Engagement and Retention at OSN+, talking about changing consumer expectations in the streaming industry.
If generative AI takes over many Tier 1 support interactions, contact centres should focus on training agents on both enhanced product knowledge for Tier 2 support, as well as the communication skills (soft skills) to handle emotionally complex customer issues, says Mike Aoki, President at Reflective Keynotes Inc
Jaslyin Qiyu, Head of Client, Digital Channels and Content Marketing at Citi Singapore talks about avoiding new solutions to become a white elephant. It’s imperative to establish a holistic adoption strategy involving power users and train-the-trainer concepts.
Picking bits from his marketing role at Domino’s Pizza, Mayank Singh presents the perfect culinary analogies to explain the know-how of the different facets of customer experience.
Brands wooing for Gen Z attention make the common mistake of “trying too hard to be 'cool' without genuine authenticity”. Instead, customers value brands that align with their values, and make a positive impact
Sipho Sepeng, Digital Customer Experience Design Lead at Nedbank, shares insights on aligning marketing and customer experience with digital evolution.