Customer behavioral intent: Refining the engagement process
During Digital Transformation World Series 2021, Adarsh Nair, Chief Product & Experience Officer, Bharti Airtel and CEO, Airtel Digital gave a keynote presentation on understanding customer behavior and intent and where the customer journey has changed . Topics of discussion include:
- Examining customer channels and touchpoints and using data analytics and AI and machine learning to identify and optimize an evolving customer journey
- Who owns the customer in the B2B2X context and what does this mean for the engagement process?
- Turning insights into increased value and revenue using personalization and creating contextual real-time products and services to ‘surprise and delight’
- How to sharpen the customer experience by designing an end-to-end interactive platform