Webcast

The future of CX: How third-party messaging platforms are shaping today’s customer interactions

Listen to Forrester and our customers talk about the need to engage through digital messaging channels and share advice on how to bring them into the business.

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Third-party messaging platforms are on a journey to meet the needs of the business and its customers

51% of consumers have increased their use of third-party messaging platforms to get in touch with businesses since the start of the pandemic. In response, a growing number of companies are scaling their use of digital messaging channels to be where their customers are.

In our webcast, guest speaker Julie Ask - Vice President, Principal Analyst at Forrester, gives an overview of the need to engage and serve customers on their preferred channels - talking through the latest research, benefits for the business, and headwinds that stand in the way.

Our panelists share their key considerations and advice for adopting digital messaging channels.

  • Tradebe gives tips on building your business case, showing value to every department, and training customer service agents to deliver a more human experience.
  • British Gas shares insight on how they use Apple Business Chat and WhatsApp Business to deflect calls and improve NPS, while offering advice on why take a use-case-driven approach to deployment.

Download our webcast to learn:

  • How emerging digital messaging channels are improving the customer service experience
  • Lessons learned from a personal experience on what happens when a company over-automates
  • Tips on how to build your digital messaging business case and gain stakeholder buy-in
  • From NPS to brand perception - what are the key KPIs that should be measured when reviewing the impact of digital messaging channels