The state of ICT in Nigeria – the rise of the tech-savvy customer calls for humanised digital customer engagement -The emergence of a more digitally-savvy consumer in Nigeria over the past two years means that for companies to remain competitive and... -
The emergence of a more digitally-savvy consumer in Nigeria over the past two years means that for companies to remain competitive and grow their bottom line, they will increasingly have to scramble to attract customers who are in transition to the digital space in addition to maintaining their existing customer base.
The key to developing a humanised digital CX in the current technology ecosystem is for organisations to pay attention to everything along a customer’s journey. As much as the modern customer journey is enhanced through an omnichannel approach to reach customers across multiple channels and platforms, businesses must also leverage their omnichannel engagement platforms to listen to the customer along all steps of the customer journey.
Additionally, while automation is key to enhancing the CX process by allowing brands to have a deeper understanding of individual customers, not everything can or should be automated. While Artificial Intelligence should be harnessed to work better with people, overusing this technology could drive customers away.
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