Abhay Prasad, Senior Director, Cloud Solutions, Aspect, discussed the evolution of consumer engagement and how business leaders can drive long-lasting customer partnerships in his presentation to Argyle's CX membership at the 2016 Customer Experience Leadership Forum in San Francisco on Dec. 15.
Abhay Prasad, Senior Director of Cloud Solutions at Aspect, discussed customer expectations and the steps today's organizations can take to meet or exceed these expectations during a Thought Leadership Spotlight to Argyle's Customer Care membership at the 2016 Customer Care Leadership Forum in San Jose on March 30.
"With the collaborative and sharing economy companies ... [are] causing people to do, they’re using data in ways that traditionally it hasn’t been used before. They’re making customers grow used to a much more personalized experience, and that is forcing other companies who are a little further behind the curve to catch up."
"Becoming better at customer service and the customer experience as a whole will have an impact on how you are perceived as a brand in the market so we're seeing how customer service becomes the new marketing. ... This is a change that we've seen for a while and it‘s a change that you need to get ready for. But it’s a good change."
"When we finish professional services engagement; when we finish a negotiation with a customer, we're [measuring] all of that and come up with an index that sits in marketing. It’s really customer service related, but it sits in marketing because it dramatically enhances our ability to market to our customers. It's really important."
"People talk about mobile like it’s just your mobile phone, but the reality is that all experiences today are mobile. Social experiences are mobile, probably one of the most mobile experiences you can get."
"As you put more power in the hands of the consumer, the consumers are actually taking the time to do a lot of research on their own before they engage you ... The traditional model of training for your agents has to change, understanding that your consumer’s coming into that engagement informed much more than they were before."
"There are huge implications for all these new channels. A year from now, there are going to be other channels that we’re not even thinking about that you’re going to probably have to integrate in the context of an omni-channel experience."