Paul Writer in association with Oracle hosted an interactive online discussion ‘Drive Innovation in Marketing & CX with AI, ML and EQ’ for their campaign Let’s Talk CX.
Jessie Paul, CEO, Paul Writer introduced the topic and speakers who discussed how emerging technologies could help foster innovation and disruption.
The customer journey can be enhanced by the use of automation, data, and journey mapping. Automation can reduce the time spent on different processes, refine those processes and increase efficiency by saving human bandwidth for more important tasks. However, according to Shruti Gupta, Chief Marketing Officer at Cashify, most people tend to treat big data and analytics as purely for Business Intelligence (BI) without efficiently syncing it with their marketing efforts. This missing link between data collection, analysis and marketing hinders the true impact of data-driven marketing therefore also creating bumps in the customer journey.
“Businesses like Amazon have set the benchmark for a good customer experience,” said Ratnesh Mehra, Director Customer Experience (CX) Strategy and GTM, Oracle India. The hyper-personalized customer journey has rewired our brains to expect more from brands. With the example of Yoga Jane (a target customer/group) Ratnesh explained the benefits of a connected user journey across channels. Discard the concept of one size fits all. When it comes to customer experience connected intelligence will give you a seamless contextual customer experience. In creating such a customer journey, you turn your customer into a brand advocate for you.
For more on the topic, you can view a recording of the webinar here.
