target audience: TECH SUPPLIER Publication date: Oct 2023 - Document type: Market Presentation - Doc Document number: # AP50324023
Conversational Commerce Redefining Customer Experiences
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Abstract
This IDC Market Presentation discusses the rising role of conversational commerce and omni-channel communication platforms in delivering a superior and contextualized customer experience (CX). Digital-native customers today are demanding greater value, more memorable and immersive experiences, and greater control over how they engage with brands, becoming equal stakeholders in the CX ecosystem.
"In a world of accelerated uncertainty, the next era of CX innovation will be led by those brands that move beyond transactional-level experiences and tie business outcomes to relationship-based experiences that will be fulfilled by delivering customer value and trusted customer preferences," says Nikhil Batra, research director, IDC Asia/Pacific Telecom Practice. "Communications platform-as-a-service (CPaaS) solutions provide organizations with the opportunity to leverage conversational commerce to offer distinctive customer experiences and differentiate in a crowded marketplace," he adds.