The past couple of years highlighted why customer conversations are such a strategic imperative in 2022. Not only do they help keep the most vital link – the customer – engaged and informed in the face of uncertainty, but organizations now are under tremendous pressure to provide a seamless customer journey, challenging existing customer experience (CX) processes – and paving the way for vast, digitally transformative changes that could keep up with not just shifting customer needs, but changing business operation and supply chain demands, too.

For instance, a good many contact centers serving organizations in the Asia Pacific (APAC) are running on legacy infrastructure. They are not digitally equipped for the needs of the present-day customer, be it a business partner or an end-user consumer.

What drives customer conversations these days is personalization. Customers are aware and expect exceptional customer experiences, with up to 70% of consumers saying that a company’s performance is only as good as its service experience. Customers know they have competitors to choose from if their service expectations are unmet. They’re more likely to compare before-and-after sales service in this era of immediate fulfillment.

Bad CX can quickly result in poor reviews and an even poorer digital presence, where screenshots and social media can quickly bury a brand’s good reputation. With the flexible versatility that digital CX tools can now make readily available, omnichannel digital interaction tools are becoming more of a necessity.

As digital customer conversation tools become more advanced – like artificial intelligence (AI) driven chatbots becoming more like like human assistants –the technology to help track, comprehend, and better analyze customer interactions will become more central. A firm that doesn’t leverage the hindsight benefits of data and analytics to keep optimizing its customer conversation journey will be left behind by more insights-optimized outfits.

Real-time personalization at your service

80% of consumers are more likely to buy from a company that provides a personalized experience. That’s a huge ask. Consumers, particularly the younger ones, bridge the communications gap by turning to social media to overcome any loss of in-person communications.

Many customers prefer to get in touch with their favorite brands via social channels, liking the immediacy of instant messaging profiles they identify with. Thanks to AI-enabled virtual assistants and chatbots, brands don’t have to rely on operating hours to stay in touch with consumers – instead, AI chatbots can be trained to respond immediately over multiple channels, CX platforms, and social media.

Real-time responses are one of the reasons why virtual assistants are one of the fastest-growing segments of CX software and are likely to replace dated IVR call systems in a matter of years. The tech’s cost-effective accessibility, even for small-to-medium businesses (SMBs), comes from migrating to cloud-based platforms.

The expansion of hybrid cloud and multi-cloud services in the APAC region has been so pervasive that the cloud contact center solutions market in the region generated US$354.4 million in revenue last year, a growth of 28.4% year-over-year from 2020. Grand View Research projects that at its current growth rate, the global Contact Center as a Service (CCaaS) market will be valued at US$4.42 billion this year, and is forecasted to surpass US$17.12 billion in revenue in 2030.

On the back of healthy innovation across personalization, data, social media, and cloud services, CCaaS vendors like leading service provider Genesys Cloud Services are poised to deliver customized customer conversation journeys that build loyalty and repeat interactions. A cloud contact center solution like Genesys Cloud CX provides conversational AI, proactively engaging consumers in real time

All-seeing Cloud CX visibility

AI-powered managed tools help managers have comprehensive visibility of all parts of the company’s cloud communications environment, including data analytics powered by AI to give a focused, personalized customer experience. Other CX platforms are composed of myriad individual services that might not fit together cohesively, giving an inferior experience for operators and customers.

Conversely, with an incredible uptime of 99.99% and over 14 million customer conversations executed daily, Genesys Cloud CX brings patented Experience as a Service℠ so that organizations of all sizes can give personalized customer journeys, fostering consumer trust and loyalty that lasts. The platform also comes with tech integrations, including with Microsoft, Salesforce, and Zoom. That makes for seamless operator experiences too, and business processes that flow.

Thanks to the twin accelerator technologies of cloud and AI, firms should get in touch with Genesys to find out how the Genesys Cloud CX platform can connect better with their customer base and provide the right CX fit for 2022 and beyond.