The future of customer experience

AS Philippine businesses adapt to new ways of working and serving their customers, understanding trends that would enable enterprises to create better customer experiences while optimally leveraging their resources is crucial. With this in mind, organizations would look to finesse the mix of technological solutions implemented over the pandemic to adapt and prepare for accelerated growth and productivity.

Ravi Saraogi, co-founder and president of Uniphore Asia-Pacific (APAC), offers a closer look at some trends in improving customer experiences in 2022.

Identify emotions with AI

For starters, Saraogi foresees that smarter artificial intelligence (AI) solutions would become a real possibility to help the market grow significantly over the next decade. He says, “Remote work and video conversations are becoming the norm for how businesses operate. They increase the essentiality of video and emotion AI to enhance communication, adding the ability to better understand the engagement levels and emotions of video call participants. As such, conversational AI would continue to evolve into an even more powerful and integrated offering.”

He explains that a recent consumer survey on video conversations found that Filipinos are self-conscious about video calls, with 1 in 3 (35 percent) respondents cited being misinterpreted for their facial expressions. The survey also revealed that Filipinos disliked not being able to tell if others on the call were engaged. Addressing these challenges with AI would help businesses forge stronger relationships built on empathy and trust with employees and customers, as well.

Accelerating DX with low/no code platforms

The pandemic has hastened the need for businesses — big or small — to digitally transform to stay nimble and keep up with changing consumer habits. Saraogi expounds, “This is where low code/no code comes in. Simply put, low code/no code revolves around the concept of connecting pieces of a puzzle together. Instead of lengthy processes around traditional coding, today’s businesses should welcome user-friendly drag and drop application components to create mobile or web apps in a matter of hours or days.”

Specialized coding knowledge is no longer a prerequisite, he adds. Through low code/no code platforms, businesses could enjoy improved agility, decreased costs, higher productivity, and an overall better customer experience (CX). It has set a new benchmark as a development area to watch in the coming year.

AI architecture for enterprises

The role of AI has no doubt changed the playing field and the next phase for businesses is to build a solid foundation of AI architecture that integrates industry knowledge with cutting-edge technologies across multiple business functions. In this forward-looking context, Uniphore APAC’s Saraogi shares, “AI could automate tasks and enhance communication across an entire enterprise. This allows for better workflows and synergy of various functions such as sales and marketing, customer service, operations, human resources, and more to help businesses achieve more cohesive results. It leaves more time to focus on intelligent, strategic tasks to build stronger connections, steadily shaping the way businesses of the future operate.

The business of promise-keeping

With a solid foundation in AI, organizations could tap into a new area of automation — promises management — which allows brands to rely on technology to fulfill their commitments to customers. Saraogi clarifies, “Promise management tracks commitments made by agents in real-time during the call and manages fulfillment with customers immediately after the call, essentially integrating the front and back office. It would continue to be a vital component in the CX journey that directly impacts call handling times, wait times, and overall customer satisfaction.”

A new era in the workplace

As man and machine continue to carve a better future of work, the APAC region still has some way to go in the implementation of AI and automation technologies. Saraogi forecasts, “Industries such as education, health care and retail would become more receptive to new technologies. As the education sector enters a new era, there would be an increasing need for innovative solutions such as video and emotion AI to facilitate better collaboration, connection, and continuity between teachers and students undergoing home-based learning. In other key sectors such as e-commerce and small businesses across the region, the demand for low code/no code platforms is surging to accelerate DX and CX journey without compromising day-to-day operations.

“The road ahead may look uncertain, but it is crucial for businesses across all industries to keep an open mind as smart solutions could help create a better, faster and more efficient workforce in 2022 and beyond.”

Uniphore’s mission is to unleash value from every conversation across the enterprise to make humans better and deliver superior experiences.