OpenMarket – February 12, 2018
Customer experience is a key driver for the most successful brands, and mobile messaging often plays the leading role. At Mobile World Congress in Barcelona, we’re revealing the latest trends in mobile communications.
If you’re coming to Mobile World Congress, you’re sure to hear a lot about how mobile technology can help you create great customer experiences.
And that makes sense. In an increasingly competitive market, CX is often the only factor that sets great brands apart from the mediocre. According to Oisin Lunny, Chief Evangelist at OpenMarket, customers have become significantly less tolerant to bad brand experiences, from 41% to just 14% in four years.
This means a new era of empathy is upon us, and it’s more to do with just technology.
New tech on its own won’t solve everything
CX is about meeting customers’ needs at exactly the right moment, in the right place, to keep them coming back for more. And increasingly, technology has become a major factor in delivering excellent experiences. Indeed, new communication innovations enable brands to connect with their customers anywhere in real time.
But that also means tech on its own won’t solve everything. To deliver truly thoughtful interactions, brands need to combine mobile tech with a deep understanding of their customers.
Deep insight, multiplied by the latest tech = great (R)CX
Think about the technology your customers have at their fingertips. Email, apps, instant messaging – it’s improved our lives and we’d be lost without it.
But it’s also a lot of noise. And increasingly, when engaging with brands, customers crave ease of use and simplicity. Without knowing it, they crave empathetic interactions. You might have heard us mention it before – it’s a pretty big deal.
Which is why we’re so excited about Rich Communications Services (RCS). Picture the best bits about SMS, email, instant messaging and apps – all rolled into a richer, smarter, more app-like experience – all from an SMS inbox.
Mobile World Congress – the home of the messaging revolution
But seeing is believing, so let’s get started. Mobile World Congress (MWC) will be held in Barcelona from the 26th February to the 1st March. Quite simply, it’s the largest gathering of mobile industry professionals and innovators on the planet.
More importantly, it’s the best opportunity to see the latest developments in mobile communications first-hand, and to get a true picture of what it could mean for your own communications strategy.
As part of MWC this year, we’re joining a panel with Deutsche Telekom, Vodafone, Google and other major brands to discuss how messaging as a platform (MaaP) is the future of brand communications. It’s taking place on the 27th February in Room CC1.5 & CC1.1 (Seminar Theatre 1&2).
We’ll explore how in a world of noise and endless means of communication, the success of brand-customer interaction lies in a combination of customer insight, as well as technology.
Book a demo or a meeting – we’d love to hear from you
Effective customer communication is a challenge. And increasingly, brands are expected to deliver much more, with way less. A seemingly impossible task.
That’s why we’re here to help, and to show you that customer communications doesn’t need to feel like a nightmare. It’s a powerful brand differentiator that if done right, can help boost your brand ahead of the competition.