Parham Saebi, Head of Client Relations, CRM Solutions, Arvato UK & Ireland has been featured in Contact Centres discussing how new technology will present brands with an opportunity to provide memorable experiences for their customers.
Parham explains that creating novel experiences which give customers emotional peaks will drive loyalty in the future and technology, from artificial intelligence to virtual reality, will present brands with a real opportunity to take advantage.
He said: “Arvato has already been trialling VR as a training tool with our contact centre employees, but its ability to be used in a customer-facing role holds massive potential, too. We believe VR and AI have the potential to significantly accelerate the sales cycle and decision to purchase.”
“However, dealing with a person will always be an important part of the customer experience equation. With that in mind, it’s those brands that can use digital technology to equip their agents with the tools to deliver memorable, personalised experiences which stand to come out on top in the battle for retention.”
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