Hey there! So, I came across this super interesting panel discussion organized by Freshworks Tech Shorts and Forbes India. They gathered a bunch of experts from different industries to talk about the future of customer experience (CX) and how companies can use technology to meet customer expectations. Let me give you the lowdown on what went down.
One of the experts, Thirunavukkarsu R from Kinara Capital, shared some eye-opening stats. Apparently, 96% of their customers have smartphones! That means digital adoption is on the rise, and people expect services to be quick and convenient. And with tough competition out there, providing excellent service is a must for customer retention. Thirunavukkarsu also mentioned how automation and technology have made the loan process faster at Kinara Capital. They went from taking 7 days to just 48 hours. Talk about efficiency!
Another expert, Mukesh Chalihia from Indiabulls Housing Finance, talked about finding the right balance between automation and personal touch. He explained that different customer segments have different needs. For example, salaried customers benefit from automation because their information is structured. But for customers with business income, some human intervention is necessary to assess their cash flows. Mukesh also highlighted the advantages of online payments for customer experience and compliance.
Anand Narayanan from Simplilearn shared how they measure the success of their CX initiatives. They focus on two key metrics: how many people complete their programs and how many of those people make a career transition. Simplilearn uses a mix of automation and human intervention to provide a great learning experience for their customers.
Now, let’s talk about generative AI. Ambika Sultania, the Business Head for CX & CRM at Freshworks, couldn’t stop raving about it. She mentioned how generative AI can make interactions feel more human, leading to better resolutions and improved agent productivity. It’s all about streamlining the context for agents and giving them a complete view of the customer’s history and issues. And you know what? Freshworks is all about using automation and generative AI to enhance the customer experience and help businesses make smarter decisions through data analysis. How cool is that?
The panelists agreed that automation, technology, and generative AI are game-changers for CX. These innovations not only make customers happy and loyal but also boost efficiency and productivity for businesses. It’s a win-win situation!
So, there you have it! The future of customer experience is all about embracing the right tech. Companies need to keep up with the changing landscape and use technology to meet customer expectations. It’s all about providing quick and convenient services, finding the right balance between automation and personal touch, and leveraging generative AI to enhance the customer experience. Exciting times ahead!
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