In an era defined by rapid technological advancement, the landscape of customer engagement is evolving at an unprecedented pace. Enterprises worldwide are seeking innovative ways to stay ahead, and at the forefront of this revolution is Vonage, a trailblazer in making communications more flexible, intelligent, and personal. Their suite of offerings includes unified communications, contact centres, conversational commerce and communications APIs, all built on a fully programmable cloud communications platform.
In partnership with e27, Vonage is set to host a groundbreaking conference in Malaysia at the Pullman Hotel Kuala Lumpur on November 2, 2023. Aptly titled “Navigating the Customer Experience: AI’s Impact on Omnichannel Touchpoints”, this event aims to provide actionable insights into the role of emerging technologies in customer engagement, delving into the realm of AI’s influence on omni-channel touchpoints and the dynamic customer experiences it fosters.
The AI landscape for customer engagement in Malaysia
With a burgeoning middle class and a digitally savvy populace, Malaysia’s consumer landscape has undergone a remarkable transformation.
Customers today seek seamless, personalised experiences across a multitude of channels, from online platforms to brick-and-mortar establishments. This shift in consumer behaviour demands a recalibration in how businesses engage with their clientele. Embracing innovative technologies, particularly in the realm of Artificial Intelligence, is no longer a choice, but a strategic imperative. By harnessing the power of AI, businesses can not only meet the evolving demands of their customers but also position themselves at the forefront of Malaysia’s dynamic digital frontier. This forward-thinking approach is integral in not only attracting new customers but, crucially, retaining them in an increasingly competitive market.
Also read: Taking customer engagement to the next level with hyper-personalisation
With Malaysia standing at the nexus of a burgeoning AI landscape, the country is poised to redefine customer engagement strategies. With the integration of AI technologies, enterprises are on the cusp of unlocking a new dimension of customer interactions. From chatbots to virtual assistants and video/voice-based AI, these innovations are revolutionising the way businesses connect with their clientele. As such, businesses must learn the ropes around harnessing new technologies to bolster their customer experience strategies.
Trends and impacts of AI adoption
Within the Malaysian business ecosystem, AI adoption is more than a trend; it’s a transformative force. Chatbots that provide instant, personalised responses, virtual assistants that anticipate customer needs, and AI-driven video and voice interactions are becoming indispensable tools. These technologies are not only streamlining operations but also enhancing user experiences across diverse industries like e-commerce, travel, fintech, and government services.
However, as with any innovation, challenges arise. Malaysian organisations grapple with linguistic diversity and connectivity issues. Overcoming these hurdles necessitates the integration of emerging AI technologies. These advancements are poised to not only shape customer engagement strategies but also have a profound impact on marketing and product development in ways that enable businesses to focus on broader, long-term goals.
Sustainability and integration strategies
As Malaysia’s digital landscape is becoming increasingly prominent, the need for sustainable and scalable AI solutions is paramount. Vonage, with its forward-thinking approach, addresses key considerations: affordability, ease of integration, and customer acceptance. Through the showcase of successful Malaysian case studies, the event aims to exemplify how AI can offer a slew of solutions to present-day challenges faced by businesses, such as addressing fraud and data privacy concerns while simultaneously enhancing the customer experience, among others.
Uncovering the amplified impact of AI on customer engagement
As businesses embrace AI, they unveil an entirely new dimension of customer interactions. Join “Navigating the Customer Experience: AI’s Impact on Omnichannel Touchpoints” to learn how this integration amplifies customer engagement, leading to transformative business outcomes.
Also read: Learn how to Harness AI for cost-efficient strategies with GDP Labs CEO & CTO
The event will feature industry leaders and experts from various areas of the customer experience vertical, including Santhakumaran Atmalingam, Founder of CX EXPERT ASIA, Elizabete Kalnozola, Advisory Board Member of Girls in Tech Kuala Lumpur, Sena Thevaratnam, Group Head of Customer Support of Valiram, Poo Kuan Hoong, Lead Data Scientist, RGM of BAT, and Desmond Koh, SEA Head of Sales for Vonage.
They will be joined by more thought leaders who stand at the forefront of sculpting the conversational AI landscape for customer engagement, pushing the boundaries of what’s possible.
Your perspective matters
Your unique perspective is an invaluable addition to the ideas that will shape the future of customer experience. Don’t miss out on this transformative event. We look forward to interested participants who are eager to explore the possibilities of AI’s impact on omni-channel touchpoints on November 2, 2023, at Pullman Hotel Kuala Lumpur, for an exciting series of discussions that promises to redefine the future of customer engagement in Malaysia.
For more information, visit the official event page here.
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This article is produced by the e27 team, sponsored by Vonage
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