Panel Discussion Highlights – “Revolutionizing Customer Experience, One Conversation at a Time”

The Internet and Mobile Association of India (IAMAI) with Bobble AI, organized a panel discussion revolving around “Revolutionizing Customer Experience, One Conversation at a Time” on 10th March 2022. Zenul Jinwala, our Digital Marketing Head, was invited as a panelist in this esteemed part of the “conversation” with other industry stalwarts.

“Revolutionizing Customer Experience, One Conversation at a Time” organized by IAMAI & Bobble Keyboard

The market interest is growing at a 5x speed, and the conversational AI market is estimated to reach $1.3 billion by 2025. It has become imperative to hold dialogues on public forums recognizing conversational AI as a part of the growing eCommerce landscape. Business owners, investors, and digital and eCommerce enablers have learned the cruciality of customer delight and satisfaction across various touchpoints.

As Disha Shah, VP Business, Bobble AI, and the moderator of this esteemed panel said, “Every single conversation with the consumer matters. Even a single positive experience from a consumer’s perspective has a significant and incremental impact on customer engagement and brand loyalty.” 

The panel discussion held insightful discussions to facilitate knowledge sharing and clear the air around the subject. It revolved around this disruptive technology’s application and functions, tech-evolution, benefits, real-time barriers, humanizing and personalizing communicative efforts, and digital maturity of businesses to seamlessly adopt the technology.

In Zenul’s words, “While brands and retailers are leaning on the transformative power of conversational commerce, the reception and adaptability are overwhelmingly positive and promising with shoppers. The stats say it all.”  

Referring to the context of Krish being an eCommerce enabler, Zenul added, “As an ecommerce agency, we are at a stage in the industry where we see brands looking for Conversational Commerce as a part of initial stages of business growth itself as a part of the scope and not at later stages – to redefine their marketing and customer service strategies. eCommerce businesses have no choice but to work harder than ever to compete, retain customers, and survive. The point is as consumer preferences change, Conversational Commerce is seen moving from good-to-have to should-haves list, and we would see it soon in the must-haves list.”

The overall discussion was intriguing and thought-provoking. To listen to the entire conversation, please check out the following recording.

Key Takeaways

Every eCommerce expert and industry peer should consider precisely how crucial conversational commerce is to facilitate a scaling business. Personalization and humanization are imperative to customer experience. Brands need to bring back personal into personalization. The bots need to understand the sentiment and not just intent while representing the brand’s actual voice. The AI and the tech-stack need to be agile, flexible, and adapting to accentuate the evolving digital lingo of the new-age hyper-digitized consumer base.

For more of such insightful events, stay tuned.