On Wednesday 19th October at 3pm GMT, CXM have the privilege of hosting a free online webinar with Webex CPaaS Solutions . This exciting new learning opportunity will be looking at ‘How conversational messaging is transforming CX’, with speakers David Creasey-Benjamin from Webex CPaaS Solutions, and Ephraim Muvirimi, Global Contact Center Lead at MSI Reproductive Choices.
What is conversational messaging? What role does it play in CX?
Our increasingly digital, always-on world is transforming the way companies connect with consumers on a daily basis. Consumers have more choice than ever before, and they know it. This only means that they have high expectations when it comes to interacting with any brand.
While many brands already use SMS and email, channels like Apple Messages for Business and RCS represent the next-step in mobile-optimised engagement.
It’s widely known that consumers are increasingly mobile-first and digitally savvy. Over 70%1 of Gen Z and millenials prefer communicating over digital channels. These connected consumers have reshaped what is expected when it comes to customer experience. They want to be able to use the channels they prefer; for brands to proactively engage and address their requirements; to self-serve and solve simple queries quickly; and for every interaction to be personalised to them.
Asynchronous approaches to omnichannel communications are becoming crucial to converse with customers. Given multiple options and methods on how to engage with a brand conveys to consumers that the organisation is willing to converse with them by reaching out through many means.
Conversational messaging refers to a brand’s use of digital channels to provide meaningful two-way engagement at scale. It’s about delivering more personalised interactions that create a better experience on the channels that consumers want to use. Conversational messaging channels are essential to the omnichannel communication approach, offering consumers a choice in how they want to engage. Through a range of touchpoints, they gain access to 24/7 customer service and valuable proactive updates. They can type and tap to conveniently make purchases and get the information they need.
Organisations should be using multiple channels to lead with personalised, two-way conversational interactions. This runs from solving FAQs through to proactive notifications.
What will this webinar cover?
It’s exciting times for customer engagement – there are new channels, AI capabilities, automation, and opportunities to differentiate your brand experience. We know there’s a lot to take in and you might already be in discussions about changing your communication strategy. Learning through this webinar is a great place to start.
Leading this conversation on CXM’s upcoming webinar will be top experts in the field – David Creasey-Benjamin and Ephraim Muvirimi. They will run through:
- The key features of channels like RCS, Google’s Business Messages, Apple Messages for Business, Instagram and their future growth expectations
- Best practices and how to use them to create a more connected customer experience
- A deep dive of some live, in-market use cases and their business impacting results
- And so much more!
This is just the tip of the iceberg for your learning opportunities on this topic. Get started today to find out and enrich your knowledge, and your organisation’s approaches to customer experience.
You can register here for free today. Get started in the conversation and get excited to learn more!
See you Wednesday 19th October at 3pm GMT.