Akshay Lamba, CIO at Deloitte talking about the Essentials for the Next Generation Customer Engagement.
What are the next steps toward the evolution of technology system to support the entire customer journey:
- Know your customer
- Knowing your customer goes way beyond collecting data, it also involves profiling, correlation and relevant empathetic response.
- Engage your customer
- Engaging with customers has to be done periodically and over multiple channels for a higher recall value. Brands need to master the art of pervasive non-intrusive customer engagement.
- Design the customer experience
Customer experience is far greater than a brand’s product, services and organization – it is the key to success.