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Recent research suggests that many customers prefer a hybrid experience – a CX journey that incorporates both innovative e-commerce and traditional conversational commerce tools. Organisations, therefore, need to focus on understanding their customers and their needs in order to provide the right combination and maintain loyalty.
In light of this, we spoke to Noel Lavery, UK Sales Director at Infobip. Noel starts by defining what it means to deliver a hybrid customer experience. He then goes on to discuss the topic of maintaining customer loyalty, before explaining what conversational commerce entails. Finally, he explores what platforms and technologies companies should be utilising to communicate with their customers.