With the constantly changing business dynamics and the rise of technology, consumer expectations and engagement equation has evolved. Consumers’ demand for connected conversations has started to reflect in approaches businesses opt to serve them.
According to Gartner, customers in UAE have higher expectations of customer service and trustworthiness from businesses than the global average. Businesses are now looking for ways to gather, analyze, engage with AI and employ consumer data at scale to meet customers’ rising expectations with unprecedented customer experience.
Customer experience is one of the most important differentiators today. The ability to scale engagement with deeper understanding and empathy with customers separate businesses that are winners or losers. To achieve this, businesses need a great reset from disjointed customer engagement that are at work today, where customer communication takes place across multiple communication systems that are siloed, broken or do not have full context of customer history.
At this round table on ‘Humanize engagements by powering Connected customer conversations’ , learn how businesses in UAE can orchestrate Connected Customer Conversations – listen to their customers, remember all customer conversations across multiple platforms, provide rich insights and engage customers with greater trust, personalization and empathy- At any time, across any screen and in the manner they prefer.
An interesting example of a connected customer journey in e-commerce would be wherein the moment an order is placed; a bot notifies the customer over their preferred channel with confirmation and shipping details.
On the day of the delivery, a voice bot checks up on the customer’s availability and automatically reschedules if needed based on the customer’s input. And before delivering the package, –
– the delivery partner contacts the customer over a secure call with both parties’ phone numbers anonymized to prevent callbacks. All this data is at the company’s disposal to be used to further personalize the customer’s experience in the future. In healthcare and health-tech, a connected patient journey would enable patients to fix an appointment online, talk to doctors through a secure call which can be recorded and sent back to patients for future reference, receive lab prescriptions through a WhatsApp bot and reschedule appointments without any hassle.
Disconnected communication channels and scattered data put businesses at a great disadvantage today, where customers expect nothing but perfection. To hear on the future of customer engagement, be part of this exclusive closed-door discussion along with top 20 delegates from the leading logistics & e-Commerce firms
Why attend? – KEY MESSAGES
Third Party Logistics/ 3PL
Expected growth in the UAE’s logistics sector, sector’s vision for 2023 and a few technology and customer engagement trends that are shaping the sector in UAE
Operational and customer engagement led challenges faced by the logistics sector such as difficulty tracking SOP compliance, no visibility into last mile delivery data, no proof on attempts made by delivery executives before canceling the order and compromised customer privacy/ phone numbers and related social engineering fraud.
How are the leading logistics firms addressing the adobe challenges?
Rising customer expectations and how are the leading logistics firms in UAE responding to these?
E - Commerce
Expected growth in the UAE’s e-Commerce sector, sector’s vision for 2023 and a few technology and customer engagement trends that are shaping the sector in UAE
Operational and customer engagement led challenges faced by the eCommerce sector such as automating communication for COD verification & RTO deliveries, and compromised customer privacy/ phone numbers and related social engineering fraud
How are the leading eCommerce firms addressing the adobe challenges?
Delivering connected customer conversations across the e-Commerce value chain - from order placement to order movement to order delivery
Rising customer expectations and how are the leading eCommerce firms in UAE responding to these?
Healthcare & Health-tech
Expected growth in the UAE’s healthcare sector, sector’s vision for 2023 and a few technology and patient experience and engagement trends that are shaping the sector in UAE
Operational and patient engagement challenges faced by the healthcare & health-tech sectors such as ineffective appointment scheduling, no way to track doctor’s SOP and call recordings, lack of an effective way for doctors and patients to connect virtually, etc.
How are the healthcare and health-tech sectors addressing the above challenges?
Delivering connected patient conversations across the journey - from appointment booking, to telemedicine to lab reports/ prescription sharing to appointment rescheduling
Rising patient expectations and how are the healthcare & health-tech sectors in UAE responding to these?
WHO SHOULD ATTEND ?
Third Party Logistics/ 3PL - Operations, Customer Experience
E Commerce - Operations, Customer Experience, Customer Support, Sales