In a transformative exploration of customer engagement, the event, “The Future of Customer Experience: Journeying into Conversational, Personalized, and AI-Driven Engagements,” organised by Vonage in partnership with e27, gathered industry leaders at the Pullman Jakarta, Thamrin on February 29. This exclusive event provided a unique platform for thought leadership, insightful discussions, and practical demonstrations aimed at shaping the trajectory of customer interactions.

At the forefront of this event was Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson. Renowned for pioneering innovative technologies, Vonage specialises in delivering seamless and personalised communication experiences. With a commitment to driving the evolution of customer engagement, Vonage’s thought leadership and demo during the event provided attendees with a glimpse into the future of customer interactions, showcasing practical solutions that bridge the gap between technology and human-centric experiences.

Vonage’s thought leadership session and demo highlighted the company’s vision for the future of customer experience. Attendees were treated to a demonstration that underscored Vonage’s commitment to practical solutions, illustrating how businesses can intelligently use tools to connect with customers on a deeper level.

Panel discussion highlights

Empathy in customer relations: Where the customer reigns supreme

The panel discussion brought forth the timeless truth that the “Customer is King,” underscoring the need for genuine empathy in customer relations. The consensus was that, despite technological advancements, understanding and resonating with the customer’s needs remain paramount.

Smart tools for assistance: Striking the right balance

Panellists urged businesses to be smart about utilising tools that assist customers. They emphasised the importance of finding the delicate balance between leveraging technology for efficiency and maintaining a human touch in customer interactions.

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Triggers, timing, and messages: Crafting the perfect customer experience

Finding the right triggers at the right time with the right message emerged as a key theme. The panellists stressed the significance of crafting personalised, timely messages that resonate with customers, creating a more meaningful and impactful customer experience.

AI and data analytics: Beyond bombarding customers

The power of AI and data analytics was highlighted not as a tool for bombarding customers but as a means to gather and analyse customer information intelligently. The panellists discussed leveraging AI to determine customer needs by aggregating available information, providing a more targeted and relevant experience.

AI as an enabler: Moving beyond chatbots

The discussion challenged the notion that AI is solely synonymous with chatbots. Panellists emphasised that AI is a powerful enabler, capable of enhancing the overall customer experience. By understanding the nuances of customer interactions, AI can contribute to creating a more tailored and efficient service.

Omnichannel strategy: Knowing, not just being present

The concept of omnichannel strategy was clarified as not just being present on every channel but truly knowing the customer across all channels. The panellists emphasised the importance of understanding customer behaviour and preferences consistently, ensuring a seamless experience across various touchpoints.

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SEA’s mobile-first economy: Respect in communication

In the context of Southeast Asia’s (SEA) mobile-first economy, the panellists acknowledged the prevalence of communication on platforms like WhatsApp. A key takeaway was the importance of respecting the client’s personal space and avoiding spam. Communicating meaningful information was emphasised as crucial in this era of constant connectivity.

As the event concluded, it became evident that the future of customer experience hinges on a delicate balance between technology and empathy. Through its thought leadership and active participation in the panel discussion, Vonage showcased its commitment to driving this transformative journey. The event catalysed industry leaders to collectively shape a customer-centric future, acknowledging the evolving landscape while prioritising the human element in every interaction.

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This article is produced by the e27 team, sponsored by Vonage

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