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Today’s consumers demand seamless and contextually relevant experiences. They also expect the brands with which they interact to respond at the right time, at the right place, and with the right message. Delivering a great customer experience through digital customer experience and engagement has become more important for businesses to implement more than ever. Digital technologies such as machine learning, automation, artificial intelligence, AR/VR, etc allow businesses to enhance their capabilities to provide a seamless and personalized experience for their customers on any platforms and can turn them into lifelong customers. These new digital technologies have caused a shift in customer expectations, resulting in a new kind of modern customers who want to feel valued and understood.
Omnichannel strategy and social media leverage are one of the key strategies to enhance customer engagement. The omnichannel strategy allows the company to connect with its customers through a personalized experience that offer many opportunities for fulfillment and drive them to be loyal customer. The application of social media analytics, which is basically quantifiable data, provides valuable insight into followers’ behavior and how they engage with the content. It leads positive insight for the brand.
Each business vertical has different methods of driving customer engagement. In this report, Telkomsel with Dailysocial.id and Accenture discuss the trends of customer engagement technologies implementation in several sectors in Indonesia based on real use cases. These sectors include FMCG, banking, non-banking financial institutions, e-commerce, hospitality, and healthcare. Explore how Indonesian enterprises have transformed their customer experience and engagement, as well as the trend and key strategies to successfully elevate your company’s customer engagement by downloading the article below and gain the full insight.