28 Oct 2016 – Social media and Internet of Things (IoT) are definitely shaping the digital transformation tsunami with the rapid emergence of new digital players in the sharing economy.
The adoption of such enablers is primarily driven by a great customer experience.
Though social media is offering new effective ways for customer engagement, mass deployment of IoT devices is providing great insights into customer behaviour.
Moreover and whilst ambition to achieve the best customer experience takes precedence, companies need to continue improving their business performance and productivity.
Haytham Sawalhy, General Manager APAC, Orange Application for Business shared his experience in accompanying a large Chinese kitchen appliance manufacturer in integrating the WeChat platform as part of their contact centre omni-channel transformation. He also shared on how data provided by IoT devices can be leveraged to increase customer experience and also gave us a brief on the latest developments in Robotic Automation Process (RPA), how this can help companies offload repetitive tasks from their employees, and hence making their businesses more customer-centric.
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