Back to Blog
image
#ContactCenters
#CX
#DigitalAge

How to reach out to the digital age customer?

2024-04-16

BiSMART Forum 2016 | RIGA

We live in a time when communication is becoming digital. Customers also increasingly prefer to communicate with companies via social networks, mobile applications, chat and e-mails, purchasing habits have changed in favour of online stores. To avoid losing ground or, in contrast, to gain new customers, companies need to think about and keep an eye on the change in customers' habits. There is more – they need to evolve themselves, and speak in a language the customers understand, using channels the customers use

This is why the partner of the BiSMART platform, IT and communications solutions company Adventus Solutions offered a relevant topic - "Customer Engagement in the Digital World" at the BiSMART Forum 24.11.2016. It was presented by Richard McCrossan, digital channel strategic business director of one of the world's leading multichannel customer communications and contact centre solution development company, Genesys.

"Digital technology has changed the way a customer wants to interact with a company, so in my speech I will aim to help business managers understand how they can meet the needs of demanding digital customers. At the same time, I will give insight into key elements and the most important steps to be taken by a company to engage the digital client as efficiently as possible. I think that this topic is relevant to businesses of all scales and sectors, to managers, sales, marketing, business development or customer loyalty staff," Richard says.

According to the expert's view, one of the first steps in engaging the digital era customer is to provide communication channels that the company customer wants to use - mobile devices, website, social networks, Internet of Things and so on.

"Most important is to observe coherence in these channels so that they do not conflict with each other. In fact, this means that the staff should also have a convenient and single platform available from which to manage all these channels that can personalise the customer in real time and provide decision-making support," McCrossan explains.

He also adds that a significant part of digital business transformation is the creation of platforms that provide a seamless transition from automatic processes to self-service and the ability to proactively address the buyer at the time when his need arises.

A small example – a solution created by Genesys for the global telecommunications giant Vodafone Vodafone https://www.youtube.com/watch?v=rTYlhxCuAOk

To find out more, see the BiSMART Forum 2016 materials here http://bismart.lv/en/event-archive/bismart-forum-65

Related articles

image

AI in Action: Highlights from the Contact Center Club’s Special Session

Discover how AI is transforming contact centers. Explore real use cases from the Contact Center Club's special session, including AI-powered chatbots, agent assist tools, and insights on enhancing customer experiences.

Read more
image

Top 9 Contact Centers Trends for 2025

Discover the top contact center trends for 2025- AI, cloud migration, omnichannel support, and customer journey management. Learn how Baltic companies are transforming customer service for the digital era.

Read more
image

Estonian Contact Center Club Launch

Discover the Estonian Contact Center Club – a new professional community for top contact center leaders, fostering Customer Experience excellence, sharing best practices, and mastering the latest CC technologies.

Read more
image

The Definitive List of 29 Call Center Metrics and KPIs

Discover 29 essential call center metrics and KPIs, including First-Contact Resolution (FCR), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and more. Learn how to track key performance indicators (KPI) to improve success. Full list with explanations and formulas included.

Read more
image

Contact Center Club's Visit to Booking Group

Highlights from the CC Club's visit to the Booking Group contact center: We learned how their global car rental support team manages daily calls and emails and explored AI-powered tools for conversation evaluation.

Read more
image

Preparing for Wi-Fi7: 5 Essential Steps for Your Network

Prepare for Wi-Fi7 with 5 essential steps! Ensure your network is ready for blazing speeds up to 46 Gbps by upgrading edge switches, adopting distributed wireless architecture, using unified management, selecting the right access points. Optimize performance and future-proof your connectivity.

Read more
image

Artificial Intelligence in Action

Learn how AI is streamlining management, bolstering security, and transforming customer and employee experiences in ways that are simple yet impactful.

Read more
image

Contact Center Club's 1st Anniversary: A Year Full of Ideas and Value!

Contact Center Club Turns 1! From Genesys platform updates to innovative ideas for growth, learn how this community enhances business processes, technology adoption, and KPI success.

Read more