Digital Media for Customer Experience and Engagement

There is tremendous power in Digital Media and it can help create the right customer experience. Some of the successful examples of the same include:

  • Transaction Engine: In India, some of the successful banks, stockbrokers and airlines have used internet, mobile and SMS to create channels to communicate with the customers and build a 24X7 connect with them. But, there is a lot of opportunity for this medium to build self service capabilities – especially in telecom, automobiles, retail and tourism industries and build additional transaction channels to create a better customer experience.
  • Customer Relationship & Engagement: Internet and mobiles provide an excellent channel to service and build relationship with the customers, create a community of customers, solicit their views in new product development and refinement. Customer retention and advocacy are going to be key drivers in certain industries.

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