Real-time cross-platform conversation with customers
#Data driven customer experience
Customer expectations have changed when it comes to their exchanges with brands. Real time, personalization, service of equal quality across brand platforms… These challenges require brands to engage in a permanent conversation with their customers, anticipating their needs and being available whenever and wherever the client is. This necessity raises some questions as to brands’ capacity to provide the necessary level of intelligence for this service, but also to scale this intelligence in an ever-changing environment. Today, brands engage in conversations on Messenger, Google Assistant, Alexa etc. What about smart homes? What about cars? Or smart city furniture? To what extent should brands apply intelligence to the conversations? How do you preserve brand image given the multiplicity of platforms?