Adobe Unveils AI‑Powered Brand Visibility Solution to Redefine Customer Experience

• AI interfaces and agents are becoming a primary way for customers to discover, evaluate and engage brands, creating a new imperative for businesses to optimize digital channels for both humans and AI.
• Adobe is announcing a major expansion of Adobe Experience Manager—the platform thousands of brands already rely on for end-to-end experience management—with a contextual layer that enables AI agents to help build and optimize digital experiences.
• New innovations across Adobe Commerce, Adobe LLM Optimizer and Adobe Brand Concierge will help brands improve AI visibility and deliver engaging experiences that boost engagement.

Today, at Adobe Summit—the flagship customer experience conference—Adobe (Nasdaq:ADBE)—the global technology leader that unleashes creativity, productivity and customer experiences through innovative tools and platforms—announced a brand visibility solution that addresses the dual challenge every business faces today: ensuring its brand is visible, accurate and trusted across AI discovery surfaces, while deepening direct engagement with customers on owned properties.

AI-powered chat services and browsers have become a primary channel for how consumers discover, evaluate and act, elevating AI visibility into a C-suite imperative. In addition, when customers engage directly (on brand websites for example), expectations for personalization are higher than ever. Every piece of content, whether for owned properties or to inform an AI interface, must be accurate, on-brand, compliant and authorized. There is increased urgency to address this issue as well: new Adobe data shows that while AI traffic to U.S. retail sites increased 269% year-over-year (March 2026), businesses have significant gaps in AI visibility. Brands that treat AI discovery and human engagement as a connected system will build advantages that compound over time.

“There is a new intermediary between brands and their customers, and unlike every one that came before it, this has the ability to reason," said Loni Stark, vice president of strategy and product, Adobe. "For decades, brands have managed content, but now they also need to manage context to pinpoint what AI understands about their offerings and the institutional knowledge their own agents need to act—challenges that can be solved with our new solution.”

“Maintaining the trust of our clients is at the center for how we approach technology at Vanguard, especially in an AI-driven future,” said Jennifer Manry, Divisional CIO, Corporate Systems, Vanguard. “As we advance our technology to give investors the best chance for investment success, we’re embedding AI into client-facing experiences in ways that are both highly personal and deeply responsible.”

Adobe’s brand visibility solution works as a continuous operating model across four vectors including sense, generate, reach and learn—part of an experience flywheel. Brands sense how they appear across AI-driven discovery surfaces, generate content and experiences grounded in brand context, reach both human audiences and AI systems from a shared foundation, and learn from every interaction to improve performance. Powered by AI agent and human collaboration, the experience flywheel builds advantages that strengthen with every cycle.

Adobe Experience Manager (AEM) adds a new layer for managing the brand truth, permissions, governance, and content sources that sit behind every experience, the working context that teams and agents draw from as they build and optimize across web and owned properties. New agentic authoring capabilities also extend access across an organization, putting AI-first experience-building tools in the hands of every employee responsible for brand visibility and engagement.

Offerings that power the experience flywheel include:

• Sense: Adobe LLM Optimizer and Adobe Commerce enhancements provide businesses visibility into how they appear across AI-driven discovery, by assessing how AI systems interpret products, content and brand presence across both traditional search and LLM-powered experiences. These enhancements also help identify product visibility gaps across AI-driven shopping journeys.
• Generate: AEM Sites, the leading content management system, provides the foundation for building experiences for both humans and AI agents that are embedded directly into core workflows. New context management capabilities ensure every experience is grounded in brand truth, governed by policy and built from a shared foundation of permissions and content sources. This enables teams to create AI-ready experiences at scale. Three agents are now available, including:
  • Brand Experience Agent accelerates content production by updating existing pages, creating net-new content and modernizing legacy sites for AI-driven discovery.
  • Content Advisor Agent surfaces approved content instantly and prepares it for any channel, so teams spend less time searching and more time driving impact.
  • Brand Governance Agent enforces brand policies, tracks asset rights and manages permissions, ensuring content for customers and AI systems is always on-brand, authorized and compliant with brand policies.
• Reach: Adobe Commerce enhancements will drive product visibility across AI-driven shopping journeys through catalog enrichment and product page optimization. Updates to Adobe Brand Concierge will deliver conversational experiences that bring real-time product details and checkout into customer conversations. In addition, LLM Apps (a new capability in AEM) will enable brands to build branded experiences that run directly within LLM interfaces, extending a brand's presence across AI surfaces.
• Learn: Businesses can now measure their share of recommendations across AI surfaces and response accuracy. On owned properties, they can assess the growth of direct engagements and impact on customer lifetime value. In addition, human corrections and editorial judgments feed back throughout the system, building institutional memory that makes each cycle sharper—continuously strengthening the brand truth, governance and content foundations behind every experience.

Adobe Summit 2026

Summit 2026 is the largest conference focused on Customer Experience Orchestration, held in Las Vegas and streamed to millions of people globally online. Luminary speakers and industry leaders presenting at Summit include NVIDIA founder and CEO Jensen Huang, Procter & Gamble President and CEO Shailesh Jejurikar, DICK’S Sporting Goods SVP and Chief Marketing, eCommerce and Athlete Experience Officer Emily Silver, DICK’S Sporting Goods EVP and CTO Vlad Rak, Comcast/Xfinity Chief Growth Officer Jon Gieselman and NBCUniversal EVP of AI and Enterprise Innovation Ashish Desai. Comedian, actress, writer and producer Iliza Shlesinger will host Summit Sneaks, where Adobe unveils its latest research and development innovations.

To watch the Adobe Summit keynotes online, as well as explore hundreds of sessions and hands-on labs across 13 tracks, network with peers or speak live with an Adobe expert, visit the Summit web experience.

Forward-looking statements

This press release contains “forward-looking statements” within the meaning of applicable securities laws, including those related to Adobe’s new, enhanced or future AI and product capabilities, innovations and solutions and the expected benefits to Adobe. Each of the forward-looking statements we make in this press release involves risks, uncertainties and assumptions based on information available to us as of the date of this press release. Such risks and uncertainties, many of which relate to matters beyond our control, could cause actual results to differ materially from these forward-looking statements. Factors that might cause or contribute to such differences include, but are not limited to: failure to innovate effectively and meet customer needs; failure to compete effectively; issues relating to development and use of AI; damage to our reputation or brands; failure to realize the anticipated benefits of acquisitions, investments or other strategic transactions; failure to recruit and retain key personnel; service interruptions or failures in information technology systems by us or third parties; security incidents; failure to effectively develop, manage and maintain our sales channels or critical third-party business relationships; risks associated with being a multinational corporation and adverse macroeconomic and geopolitical conditions; complex sales cycles; litigation, regulatory inquiries, investigations and other actions; changes in, and compliance with, global laws and regulations, including those related to information security and privacy; failure to protect our intellectual property; changes in tax regulations; complex government procurement processes; risks related to fluctuations in or the timing of revenue recognition from our subscription offerings; fluctuations in foreign currency exchange rates; impairment charges; our existing and future debt obligations; catastrophic events; and fluctuations in our stock price. Further information on these and other factors are discussed in the section titled “Risk Factors” in Adobe’s most recently filed Annual Report on Form 10-K and Adobe's most recently filed Quarterly Reports on Form 10-Q. The risks described in this press release and in Adobe’s filings with the U.S. Securities and Exchange Commission should be carefully reviewed. Adobe undertakes no obligation, and does not intend, to update the forward-looking statements, except as required by law.

Zendesk Revolutionizes Customer Experience With the Launch of Agentic AI-powered Zendesk Resolution Platform

Zendesk also announces the Employee Service Suite, an intelligent solution that transforms employee service

Zendesk, a pioneer in Agentic AI-powered service, announced today at its annual Relate conference the launch of the Zendesk Resolution Platform, aimed at redefining customer experience. This platform, purpose-built for service by the largest AI service software provider, introduces a suite of advanced tools that seamlessly integrate Zendesk AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, and measurement and insights. Together with human expertise, the Zendesk Resolution Platform empowers businesses to deliver exceptional service and ensure a clear path to issue resolution.

“The only metric that matters in customer service is resolution. The Zendesk Resolution Platform is not just making service faster - it is making Agentic AI actually work for service, solving every issue with less effort and better outcomes,” said Tom Eggemeier, CEO of Zendesk. “Our network of AI agents built with service at the heart works like a well-trained search and rescue team, ensuring every interaction leads to a resolution. And as the only large service software provider offering outcome-based pricing, we make sure customers only pay for problems that are resolved - not for interactions or failed attempts. Resolutions are the future of customer service, and Zendesk is leading this revolution.”

Maureen Chong, Regional Vice President, Asia and India, Zendesk, adds, “As we look at the vibrant and rapidly evolving Indian market, it’s clear that businesses are not just seeking faster service but are demanding smarter, more efficient solutions that drive real outcomes. The digital transformation journey that many organisations in India are on presents a unique opportunity to leverage AI and advanced technologies to enhance customer and employee service. With our AI-powered Zendesk Resolution Platform and outcome-based pricing, we are uniquely positioned to meet these needs, enabling Indian businesses to navigate the complexities of customer and employee service with agility and precision while only paying for successful resolutions.”

Zendesk Relate 2025 - Tom Eggemeier

The Zendesk Resolution Platform is built on five core components all with new products and features announced today at Relate 2025:

Zendesk Agents

• Next Generation Zendesk AI Agents designed to enhance service delivery by providing faster, more accurate responses to customer inquiries, ensuring that every interaction is handled with precision and care. These new Zendesk AI Agents reason, learn, and adapt to even the most complex inquiries, providing customers with real resolutions.
• Upgraded AI Agent Builder is a dynamic platform that allows businesses to create customised AI agents tailored to their unique service needs, enabling a more personalised customer experience and saving admins time.
• New Copilot enhancements from Zendesk include the ability for businesses to seamlessly integrate Zendesk knowledge sources and external systems, enabling Copilot to autonomously run key business procedures on behalf of agents. For instance, the Copilot can generate context-rich responses using the help centre or effortlessly execute tasks in platforms like Jira or Slack. Best of all, setting up these integrations is now easier than ever, with no code required. These copilot enhancements significantly streamline workflows, enabling quicker resolutions while boosting agent productivity.

Comprehensive Knowledge Graph

Zendesk Knowledge Graph consolidates service knowledge for immediate access by Zendesk agents. This robust foundation powers over 50,000 active service knowledge bases, making it the largest service-specific resource globally. Businesses can easily index and connect their own knowledge sources without complex setup.

Zendesk Knowledge Builder uses AI to analyse past tickets and key business context to create a ready-to-use knowledge base, ensuring timely access to the right information for faster resolutions for those starting without a fully developed knowledge base. With Knowledge Builder, there’s no long setup and no content drafting.

New Generative Search feature provides immediate answers right at the top of the help centre and eliminates the need to sift through links. Unlike competitors, Generative Search will be included in every Zendesk plan.

Actions and Integrations

Action Builder empowers businesses to easily connect and automate AI and human agent workflows across any system without coding. With Action Builder, businesses can easily create the connected service experiences they need and that their customers crave, all within Zendesk and free from expensive vendors and custom development.

App Builder is a new no-code solution for building apps in Zendesk, leveraging generative AI. With app builder, admins can develop custom apps using natural language prompts.

Governance and Control

AI Reasoning Controls give real-time visibility into the AI agent’s thinking. Now, businesses can see how their AI interprets customer requests, why the AI chooses certain responses, and where to refine the agent's behaviour - ensuring it operates exactly the way businesses intend.

Measurement and Insights

Custom Quality Assurance (QA) is the only service QA that scores 100% of interactions across human and AI conversations. And now using the power of generative AI, Custom QA surfaces hidden insights giving businesses complete visibility into service quality. Custom QA doesn’t stop at ticket scoring or agent coaching either, Custom QA can generate reports such as ones that show every ticket where customers are discussing competitors.

AI Insights Hub is a centralised AI operations centre that shows all of the AI features that are active and highlights key usage metrics. Admins also get AI-driven recommendations, whether it’s suggesting automating responses or refining workflow routing rules.

"Zendesk's launch of the AI-powered Resolution Platform marks a significant step forward in enhancing customer and employee service experiences. By integrating advanced AI capabilities with human expertise, Zendesk has the potential to position itself as a leader in the evolving landscape of AI-driven solutions," said Daniel Newman, CEO of The Futurum Group. "As businesses increasingly adopt these technologies, the focus on delivering seamless, efficient service will undoubtedly shape the future of customer engagement."

An Upgraded Enterprise Contact Centre Solution

Zendesk for Contact Centre is powered by AWS and enhanced with advanced voice capabilities with Zendesk's proposed acquisition of Local Measure. This solution redefines the contact centre landscape—think of it as the un-CCaaS. Zendesk for Contact Centre delivers all the capabilities of an enterprise contact centre solution, no matter the geography, call volume, or complexity. With AI seamlessly integrated throughout the call journey, Zendesk for Contact Centre is easier to set-up, use, and maintain.

Harnessing the Power of Customer Service, Now for Employees

Zendesk also announced the launch of the Zendesk Employee Service Suite. This versatile suite is designed specifically for internal support teams such as IT and HR, offering an intuitive yet powerful solution that equips teams to deliver exceptional employee service.

Designed for the Agentic AI era, the employee service suite features easy-to-deploy pre-trained AI that provides rapid resolutions and efficient, accurate service to employees. This suite includes essential tools for internal teams, including a service catalogue, new pre-built HRIS integrations, and a tailored agent workspace designed for employee service with task lists, approvals, and out-of-the box templates.

In the coming months, Zendesk will launch IT Asset Management to help companies track and manage the hardware and software employees rely on every day.

“The new employee service suite is easy to implement and scale across departments, ensuring quick time to value and a low total cost of ownership. Zendesk future-proofs employee service with an easily integrable, adaptable, and customisable solution that empowers organisations to navigate a rapidly evolving workplace while leveraging the power of Agentic AI,” added Eggemeier.

To catch up on all of the announcements from Relate 2025, please visit www.zendesk.com

About Zendesk

Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.com

Tech Mahindra and Liveperson Join Hands to Enhance AI-based Cx in the Financial Services and Healthcare and Life Sciences (HLS) Industries

Tech Mahindra and LivePerson have announced a partnership to enhance customer engagement in the financial services and healthcare and life sciences (HLS) industries. This collaboration aims to leverage LivePerson's conversational platform and AI technology along with Tech Mahindra's extensive domain expertise to provide personalized customer experiences and ensure data security.

The partnership will focus on automating administrative tasks to boost operational efficiency, allowing the workforce to address more complex issues. It will also help healthcare organizations reduce patient wait times, improve accessibility, and streamline patient onboarding. For financial institutions, the collaboration aims to reduce operational costs, enhance security, and improve customer satisfaction through AI-driven solutions.

This initiative underscores both companies' commitment to driving digital transformation and elevating customer experience through AI.

LivePerson’s Conversational Cloud® is an advanced AI-powered platform designed to enhance customer engagement through digital conversations. The platform supports various messaging channels, including SMS, WhatsApp, Apple Business Chat, Facebook Messenger, and more, allowing businesses to connect with customers on their preferred platforms.

As part of this partnership, Tech Mahindra's BPS will leverage LivePerson's Conversational Cloud platform to develop tailored solutions to empower healthcare organizations to reduce patient wait times, improve accessibility, streamline patient onboarding, and ensure data security.

Tech Mahindra Business Process Services is at the forefront of future-ready technology and has 55+ delivery centers in 15 countries that provide services in 50+ languages to 270+ global customers.

Infosys and SAP Emarsys Partner to Enhance Businesses' Customer Engagement Across Multiple Channels

Infosys, a global leader in next-generation digital services and consulting, has announced a collaboration with SAP Emarsys, a cloud-based omnichannel customer engagement platform. This partnership aims to empower businesses to enhance their customer engagement across multiple channels.

Through this collaboration enterprises will be able to orchestrate complex industry-specific cross-channel marketing campaigns, reach customers in real-time, and drive customer loyalty through personalization. By harnessing AI capabilities of the platform and Infosys Topaz, an AI-first set of services, solutions and platforms using generative AI technologies, businesses can unlock the value of data from across organizational silos to enable data driven insights and predictive analytics to boost revenue growth.

Key highlights of the collaboration:

• Leveraging Infosys Cobalt and Topaz: The collaboration will utilize Infosys Cobalt and Infosys Topaz to drive revenue growth and improve customer experiences.
• Orchestrating Marketing Campaigns: Enterprises will be able to create high-impact marketing campaigns and reach customers in real-time, driving customer loyalty through personalization.
• AI Capabilities: By harnessing AI capabilities of the platform, businesses can unlock the value of data from across organizational silos, enabling data-driven insights and predictive analytics to boost revenue growth.
• 360-degree View of Campaigns: The synergy between Infosys and SAP Emarsys will provide clients with a comprehensive view of campaigns, blending digital channels with in-store experiences to create seamless customer journeys.

This collaboration is set to create a new era of customer engagement, generating faster insights across the customer lifecycle and facilitating a push towards innovation to deliver engaging shopping experiences across multiple touchpoints.

Dinesh Rao, Executive Vice President, Co-Head of Delivery, Infosys, said, “We are delighted to collaborate with SAP Emarsys to bring groundbreaking omnichannel marketing solutions to our customers. We look forward to helping businesses streamline their marketing processes, seamlessly blending digital channels and creating a new era of customer engagement and generating faster insights across customer life cycle.”

SAP Emarsys is recognized for its ability to automate highly personalized and engaging omnichannel customer experiences, which is crucial for businesses looking to improve their customer engagement and drive growth.

Brian Falzone, Chief Operations Officer, SAP Emarsys, said, “Our collaboration with Infosys will supercharge customer engagement and the way our customers leverage data to make strategic decisions. With Infosys' expertise connecting integrated marketing solutions to maximize revenue through personalization, innovation will continue to remain at the forefront for our customers.”

SAP Emarsys is an omnichannel customer engagement solution that is part of the SAP Customer Experience portfolio. It's designed to empower marketers to deliver personalized, real-time engagements at scale, which can significantly increase customer lifetime value (CLTV) and loyalty. SAP has acquired Emarsys in October 2020.

Flipkart and IIT-Delhi Partner for Research on Personas to Improve Personalized Recommendations for Customers

Provide persona-based shopping experience to customers

Underscore machine learning models’ capability to handle large scale real world data effectively

Flipkart, India’s homegrown marketplace, has signed a memorandum of understanding (MoU) with the Foundation for Innovation and Technology Transfer (FITT), the industry interface organisation of the Indian Institute of Technology, Delhi (IIT-D) as part of its ongoing industry-academic alliance initiatives.

As part of the MoU, Flipkart will offer research grants and market insights to FITT to generate granular, data-backed segments of users linked to different e-commerce categories based on shopping behaviour, demographics, surrounding users’ behaviour, etc. On the technical front, the collaborative effort will help to develop a general purpose user activity graph that could be harnessed for different use cases leveraging state-of-the-art GNN (graph neural network) based techniques. The research aims to address the limitation of existing persona creation tools and to learn from a user activity graph that encompasses information about the various personas associated with each user.

Flipkart has been nurturing academic alliances to build an ecosystem of learning and development through industry-focused research to address critical industry problems. Flipkart and FITT will also jointly undertake a number of other initiatives that include organising seminars, offering conference travel grants and engaging in company-sponsored research to support a project on a topic of mutual interest between Flipkart and the researchers from IIT Delhi.

Mayur Datar, Chief Data Scientist at Flipkart, said, “As a home-grown brand, Flipkart has been committed to solving for India. We have developed numerous industry-first capabilities over the years and continue to focus on innovations that will enhance the experience of customers by making their online shopping journey simple through personalised recommendations. Through our collaboration with IIT Delhi, we hope to find a data-driven solution that will enable us to understand our customers requirements and preferences better thereby, allowing us to elevate the shopping experience by offering persona-based recommendations. This will also provide an opportunity for academicians to work on challenges that the industry is grappling with and build innovative solutions that will help in transforming the ecommerce industry.”

Prof. Preeti Ranjan Panda, Dean Corporate Relations, Indian Institute of Technology, Delhi, said, “By combining Flipkart's industry expertise with the academic prowess of IIT Delhi, this collaboration is poised to contribute significantly to the advancement of e-commerce technologies, ultimately enhancing the way businesses engage with and cater to their diverse customer base."

Prof. Sayan Ranu, Department of Computer Science and Engineering, Indian Institute of Technology, Delhi, said “Beyond conducting cutting-edge research in machine learning, which IIT Delhi is already engaged in, it is crucial to translate these technologies into tangible products that can make a real-world impact. Through our collaboration with Flipkart, we aim to achieve precisely that. This research partnership aims to enhance personalized recommendations by incorporating user personas. In addition to persona-fortified product recommendations, this collaboration is poised to have a far-reaching impact by advancing machine learning models capable of handling large-scale real-world data effectively.”

Flipkart has been working with students and faculty members from reputed academic institutions to develop indigenous solutions that address unique real-world challenges confronted in a diverse market like India. Over the last two years, Flipkart signed up five projects across IIT Delhi, Bombay, and IISc.

JobsForHer Partners with MoEngage for Personalized Customer Engagement

JobsForHer, one of India’s largest career platforms that focuses on accelerating women’s careers, has partnered with MoEngage, an insights-led customer engagement platform, to personalize customer experiences by showcasing relevant and contextual job openings to women professionals on their platform.

Using MoEngage, JobsForHer aims to build flawless customer cohorts based on a combination of user actions and journey stages. Therefore, garnering actionable insights to optimize conversion rates by bringing in the most relevant portfolios for pertinent job postings.

With the premise of enabling women to accelerate their careers and pave their own path, JobsForHer.com was started. Workplace diversity is becoming an increasingly significant topic of discussion, so, JobsForHer is implementing this at ground zero by bridging the gap between job openings and viable women candidates.

“We've all heard accounts of competent, experienced, and accomplished women quitting their jobs to raise their families. Needless to say, women required assistance in procuring opportunities to re-enter the workforce, and JobsForHer filled that gap. Other than bringing the right job opportunities to competent women professionals, JobsForHer provides a holistic offering that includes the aspects of mentorship and upskilling as well. With MoEngage as a customer engagement partner on our side, we aim to personalize customer experiences by showcasing relevant and contextual job openings to women professionals on our platform, “ said Neha Bagaria, Founder & CEO, JobsForHer.

This collaboration is another step forward in strengthening JobsForHer’s efforts towards becoming women professionals’ number one choice of solution to re-enter the workforce, stronger than before.

Speaking about the partnership and the importance of empowering women professionals in India, MoEngage’s Assistant Vice President (India & Middle East), Shivangi Boghani, said, “From addressing biases that women encounter at every level of the corporate ladder to what corporate India can do to ensure a gender-balanced workforce, there are many things that need to change about how people view women in the workplace. So we are elated to be partnering with such a brand that focuses on empowering women by providing them with the right opportunities to advance their careers & also ensuring access to proper mentorship”.

About JobsForHer

JobsForHer is one of India’s largest career platforms that focuses on accelerating women’s careers. Incepted in 2015, JobsForHer connects over 3+ million job aspirants registered on the platform to 9000+ companies across the country and has over 2000 mentors and more than 800 learning partners. Their vision is to enable women to achieve their full potential by enabling them to start, restart and rise in their careers. They cater to the three largest cohorts of women professionals 一 Women Returnees, Women In Tech, and Women In Leadership, and are expanding our reach to Women Starters. Their continuous efforts towards accelerating women's careers have got them on the list of Top 10 Career Platforms for Women on the official IWD platform and the ONLY platform that has made it from India on the occasion of International Women's Day 2021.

About MoEngage

MoEngage is an insights-led customer engagement platform, trusted by more than 1,200 global consumer brands such as Big Basket, Future Retail, McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, OYO, and more. MoEngage empowers marketers and product owners with insights into customer behavior and the ability to act on those insights to engage customers across the web, mobile, email, social, and messaging channels. Consumer brands across 35 countries use MoEngage to power digital experiences for over 1 billion customers every month. With offices in ten countries, MoEngage is backed by Goldman Sachs Asset Management, B Capital, Steadview Capital, Multiples Private Equity, Eight Roads, F-Prime Capital, Matrix Partners, Ventureast, and Helion Ventures.

To learn more, visit www.moengage.com

What Customer Experience (CX) Technology Trends to Look Out for in 2023

A business can flourish only when it has satisfied customers. The customers are the foundation of any business, and a repeat customer makes a business grow manifold. However, there are times when there will be grievances, feedback, etc., which could be both positive or negative. Gone are the days when people had to depend on the snail mail and wait even longer for a response. Today, most businesses have contact centers where customers can connect through multiple routes concerning the product or service. At this stage, a customer must be left satisfied and happy with the response to spread the good word, thereby enhancing the base.

Thus, it becomes imperative for companies to ensure that the customer experience (CX) is of exceptional quality. According to an analysis by leading research company Forrester, 69% of customers believe that live assistance has the highest satisfaction rate while believing that their questions can be fully answered telephonically. In comparison, 45% of customers in the US would abandon a payment process if they don't get their questions addressed immediately. It is an eye-opener for anybody who undermines an efficient contact center's long-term and short-term effects vis-a-vis customer satisfaction.

Most of us have, at some point or the other, been annoyed by the long wait to connect to agents at a contact center and by the call getting transferred from one agent to another. It is the number one cause of frustration and negative customer experience. Specific queries can be answered by auto answers or voice bots with the help of AI. It leaves the workforce at contact centers to work on bettering the customer experience by appealing to emotional satisfaction and finding innovative solutions, eventually leading to higher customer satisfaction and higher retention. We all know how a positive image of the brand goes a long way in creating brand loyalty.While customers prefer telephonic phone calls, which appeal to them emotionally and help quickly resolve their problems, customers today are open to technology-based resolutions too. In 2022 it is obvious for the customers and contact center agents to stay abreast with technology, and as a matter of fact, Artificial Intelligence is being used to provide unique solutions.

Businesses have an integrated omnichannel communication experience that enables the customers to find answers to their queries without human intervention. Advancements such as voice bots, chatbots, IVR, and call back at convenience have ensured that customers can get their issues resolved intelligently at their convenience. Besides, AI-powered omnichannel conversational bots, which understand the context in case a query is written differently or misspelled, also dominate the trends currently. The rule the roost primarily because personalized experience goes a long way in customer retention and happiness.

While the customer is at the core, one must not forget the agents sitting on the other end and are the foundation of the brand image the company is trying to build. Customized Agent Desktop software, which has all the information like customer history, purchase or service received details, and personal information, amongst others, is the most significant advantage resulting in quick resolution of issues. Better contact center analytics, data analysis, and more connectivity with integration is another step towards ensuring that the agents are empowered with more information to help the customers.

Employee engagement programs that can increase agent retention are equally important because a happy employee leads to a happy company. An agent must provide a personalized experience with excellent communication skills. Though cloud computing and Artificial Intelligence seem to be making their inroads in the contact center industry, the one-on-one communication shall continue, and customers and agents will continue to be the key factors affecting the brand image.


The Above Content is Written By —

Mr. Amit Gandhi Founder NovelVox

Zendesk Research Reveals Only 17% of Indian Businesses Are Meeting Customer Expectations

CX Champions in India report having sufficient CX training, comprehensive CX metrics in real time, and a ‘very strong’ ability to act on customer feedback with speed

According to Zendesk’s CX Accelerator report (NYSE: ZEN), 'exceptional' is what businesses must strive for when it comes to meeting customer expectations. However, just 17% of Indian businesses are qualified as ‘CX Champions’ – those considered the highest standard-bearers – meaning there are only a few organizations in India delivering exceptional customer services. Yet organizations know they aren’t quite meeting these rising expectations, with Champions saying that unresolved queries are up 157% year over year globally.

But there’s light at the end of the tunnel. Indian companies recognize the importance of CX with 79% saying it drives revenue. Meanwhile, companies on their way to achieving success — the Starters, Emergers and Risers in India are advancing their CX capabilities amidst rising challenges. In fact, compared to its peers, India is faring better in terms of CX maturity, ranking third globally and first in the Asia Pacific region.

However, there is a new breed of customer experience (CX) challengers emerging in India - the Risers - and they are closing in on CX greatness, with 86% of these businesses adding more customers from competitors than they lost, showing the performance lines are blurring.

No matter where a business falls on the maturity scale, the changes needed to stay on top are consistent:

1. Balance human and automation strategy
2. Integrate key data from critical apps
3. Evolve the role of CX

"In an increasingly tough economy, businesses have a challenge on their hands to stay agile and keep things running efficiently while meeting customers' demands in order to keep them coming back," said Jeff Titterton, chief operations officer at Zendesk. "Our latest research shows it's clear that success is dependent on engaging your customers in relationship-driven conversations, and investing in technology that enables your team to deliver nothing less than exceptional service, and make sure it’s all integrated across your business."

“Indian businesses are rapidly transforming their CX capabilities, and there are challenges that persist and need to be addressed,” said Vasudeva Rao Munnalurii, RVP India & SAARC at Zendesk. “The CX Accelerator Report’s findings reveal that in order to digitally transform customer service and reap rewards, Indian businesses need technologies that make this journey nimble. Effective implementation, increased visibility into data sources and automating time-consuming tasks opens the door for more businesses to become CX Champions.”

Agents + AI = a winning combination

Customers are clear they want more control over how they engage with businesses, and organizations have a huge opportunity to invest in AI-driven solutions to empower their customers with quick resolutions. In fact, 90% of businesses Zendesk surveyed globally reported using bots to route customers to the right place, which frees up agents to focus on more complex, high-value tasks.
According to the report:

• More companies across the world are utilizing bot and human hand-offs - this jumped from 52% to 64% year-over-year
• 69% of Indian companies surveyed are able to seamlessly integrate bot and human hand-offs
• Two-thirds (67%) of companies in India cite agent productivity as the biggest gain from using bots
• Businesses in India are able to resolve 12% more chatbot queries without human involvement than average
• Across the board, Champions lead with mixed chatbot-human interactions at 75%, Emergers and Risers both at 67%, and Starters at 52%

Where businesses need to focus is in how they balance between automation and the human element of the customer experience. This requires a deeper understanding of customer behaviors to place automation where it is most effective and provide agent support where it can have the greatest impact.

Mind the (data) gap

The data deluge is overwhelming business leaders, and they are still lacking meaningful insights into how to drive better, more personalized experiences for customers. In India, more than half (52%) of the companies use between six and 15 apps to get a full view of the customer journey, with 58% saying they are “very strong” in delivering personalized experiences. Indian businesses standout among their peers globally in using data to glean meaningful insights for business growth as 58% are able to turn customer feedback into meaningful change.

Companies in India are leading in the way to CX transformation:

• More than half of Indian companies (59%) are more likely to use purchase data to predict interest in products than average
• Nearly two-thirds (62%) of Indian companies are more likely to created individually tailored experiences than average
• 56% of Indian companies displayed very strong comprehensiveness of CX metrics, the highest globally followed by Canada (49%) and UK (44%)
• 62% of Indian businesses are able to report CX metrics in real time, the highest across the world followed by Canada (54%) and UK (50%)

While many understand the need for integration, breaking down the silos continues to pose a challenge. Even for Champions across the world who are 3.5 times more likely than Starters to use upwards of 16 apps, are six times more likely to report data fragmentation as a serious obstacle to delivering more seamless customer support. This stands true for businesses in India with nearly two-thirds (62%) likely to report as a problem.

Providing agents with the right information at the right time can help support teams better anticipate customer needs. Customer feedback can also help other teams act quickly to improve product or service offerings and Indian businesses understand this - 58% are able to turn customer feedback into change “very quickly”. In fact, better collaboration between sales and support teams can optimize customer engagement across all touchpoints, reduce churn, and build stronger relationships.

Evolving CX’s role

According to the report, rethinking the role of support teams requires investing in training and tools to ensure agents have what they need to uncover leads and close deals. Starters in India have the lowest satisfaction for CX tools they use and the highest proportion of staff being overwhelmed (69%) among Indian businesses polled. They also face challenges in training agents with 80% of them reporting it to be less than ideal. Adopting better CX technologies can help agents better manage their workload. 84% of Champions in India are extremely satisfied with the CX technology they use, and 100% of them saying their agents are never overwhelmed.

With the right technology, businesses will reap the benefits, and the data proves it. Globally, Champions are 6x more likely to uncover a new sales opportunity in more than 25% of their customer interactions; and are 62% more likely to find sales opportunities during customer interactions compared to Starters. However, as customer expectations rise so does the pressure to continue to differentiate a product or service.

“The biggest changes businesses face to keep up with - let alone get ahead of - customers’ expectations are both operational and cultural,” said Titterton. “The role of CX cannot be understated, and business leaders still need to only prioritize their investments but make them work well for their teams. We understand how daunting this can be, but the data underscores just how significant the opportunity is when you get it right.”

As consumers keep raising the expectation bar, the way forward is to ensure that businesses have the right knowledge, skills and technology to meet them. For more, download Zendesk’s CX Accelerator report.

*Methodology

In the second quarter of 2022, Zendesk surveyed more than 4,900 business decision makers who were focused on ensuring and/or enhancing customer service, support, and experience capabilities. The report examines their best practices and identifies stages of customer experience (CX) maturity from Starters at the earliest stage, progressing to Emergers, Risers, and CX Champions sitting at the highest level of expertise. Business decision makers represented organizations spanning all market segments, from small businesses to large enterprises, and multiple industry verticals like retail, financial services, manufacturing healthcare, education, and technology companies, among others. Countries surveyed include: Australia, Brazil, Canada, France, Germany, India, Japan, Mexico, Netherlands, Singapore, South Korea, United Kingdom, United States.

About Zendesk

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 6,000 people across the world. Learn more at www.zendesk.com.

Infobip Collaborates With Microsoft to Enhance Digital Communications

Microsoft partner Infobip’s SMS and WhatsApp solutions are now available through Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Marketing

The integration helps businesses communicate with their customers over their preferred channel to improve the customer experience and boost sales

Global cloud communications company Infobip enhances its collaboration with Microsoft by integrating its WhatsApp and SMS channels to help businesses to deepen customer relationships, increase loyalty and boost sales. This follows Infobip’s deployment of its Communications Platform-as-a-Service (CPaaS) on Microsoft Azure last year, adding its omnichannel capabilities to Microsoft’s platforms.

Customers increasingly want to message a business rather than call, so brands need to be where their customers are. Responding to this, Infobip has integrated its SMS and WhatsApp channels with Microsoft Dynamics 365 Sales. Businesses using Dynamics 365 Sales can now use Infobip to build personalized customer communication campaigns using text messages and benefit from WhatApp’s enhanced features such as graphics and video capabilities.

This includes sending personalized coupons to existing or potential customers to increase sales, collecting customer feedback to improve products and services, and sending bespoke event, appointment, or payment due date reminders. Data from a single-view dashboard means users of Dynamics 365 Sales can have a complete view of customer communications across these new channels, where they can see sent and delivered message reports.

Infobip has also integrated its WhatsApp channel with Microsoft Dynamics 365 Marketing, ensuring marketing teams in enterprise companies can interact with customers where they are most likely to engage.

Veselin Vuković, VP of Strategic Partnership at Infobip, said: “The evolution of our collaboration with Microsoft demonstrates our commitment to ensure businesses can communicate with their customers using their preferred channel. In doing so, we help improve the customer experience, enhance loyalty, and ultimately boost sales. Our network delivered 225 billion messages last year and is connected to 70% of the world’s mobile devices via 700 global telecom partners. We’re delighted to be a Microsoft partner and our new integration will make it easier for customers to make use of our global reach and rich channel mix.”

Azure customers will also have the option to use existing Azure credits, as part of the Microsoft Azure Consumption Commitment (MACC) program, to access Infobip’s cloud contact center solution Conversations. Through this agreement, businesses can engage customers, partners, and sellers through existing Microsoft procurement relationships, while benefiting from Microsoft’s trusted expertise and its partner ecosystem.

Vincenzo Esposito, General Manager, Central & Eastern Europe, Microsoft, comments: “Companies like Infobip add value by integrating their solutions with Microsoft Dynamics 365. This ensures that businesses, no matter where they are or their channel preferences, can harness the benefits of digital transformation. Together we are enabling omnichannel communication to deliver impactful business solutions.”

Pamela Clark-Dickson, Principal Analyst at Omdia, adds: “One of the major trends currently underway in CPaaS is the vendors’ transition from enabling communications for better interactions with customers to putting the customer experience at the center of their strategic and technology roadmaps. That means that CPaaS vendors like Infobip, closely examine how consumers wish to interact with their service providers, with communications just one of the (very important) enablers that they can put in place to enable those interactions. This next step in the collaboration with Microsoft underpins this’. Businesses globally will gain the benefit of expertise from these two global leaders to advance their innovation agenda.”

Tata CLiQ Collaborates with Salesforce to Redefine Customer Experience

A unified customer view is enabling Tata CLiQ to deliver optimal experiences at every customer touchpoint

Salesforce (NYSE: CRM), the global leader in CRM, today announced that Tata CLiQ has leveraged Salesforce Service Cloud, to deliver the right experiences across multiple channels to consumers with contextual, proactive and personalized interactions.

Tata CLiQ aspires to be a leading e-commerce company, offering its customers best in class service for timely deliveries, hassle free returns and more. PwC has been a key partner in the implementation process enabling end-to-end deployment transforming the service experience for Tata CLiQ providing a holistic view of customer information seamlessly.

Tata CLiQ also implemented the Visual Remote Assistant (VRA) which allows the company to deliver the same exceptional support they would deliver in-person, visual guidance, often in real-time. This solution is browser based, allowing employees to seamlessly connect with customers on a live remote support to capture correct images for the return scenarios.

Since implementing Salesforce, service agents have a unified view of the customer which has delivered efficiency with intelligent dashboards and reports assisting teams with data driven decision making. According to Tata CLiQ, agent experience has improved by 30% with the Single Source of Truth. An 8% reduction in Average Handling Time by the resolutions team, improving first time resolution rate by 15%.

Shweta Srivastava, Director - CS and Customer Experience, Tata CLiQ, said, “Customer-centricity is at the heart of everything we do at Tata CLiQ. Salesforce is aligned to our two-pronged functional vision and strategy of delivering best in class customer and advisor experience, thereby ensuring efficient processes, empowered agents, and superior business outcomes.”

Arun Kumar Parameswaran, SVP and Managing Director - Sales & Distribution, Salesforce India, said, “We are thrilled to be a technology enabler and advisor to Tata CLiQ as they further their vision of becoming a leading e-commerce company fueled by growth and personalized experiences.”

Anjumara Syed, Partner, PwC India Salesforce Leader, said, “PwC has played an integral part in designing and implementing a fully integrated, unified Salesforce platform for Tata CLiQ service agents - continuously delivering customer satisfaction and improving agent productivity.”

About Salesforce

Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

About Tata CLiQ

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform operating in categories such as electronics, fashion, jewellery, home, beauty, and luxury. Tata CLiQ has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up, exchange, and returns across 1200+ brands and 1000 stores in 100+ Indian cities and towns. With an obsession for providing customers with a best-in-class shopping experience, we believe in careful brand curation as well as developing and implementing technologies to improve the online experience.

Rezo.AI Launches New Game Changing Offering Designed to Fuel Sales, Marketing, and Support Activities for B2C Businesses

Rezo.AI launches a game changer for Enterprises fueling Sales, Marketing and Support teams to boost revenue growth

Rezo.ai, an AI-powered CX Cloud for enterprises that are transforming customer experience, improving agent productivity, and operationalizing real-time intelligence, today announced the launch of its new offering designed to fuel sales, marketing, and support activities for B2C businesses.

In a highly competitive sales landscape, Rezo.ai carves out a path for businesses to increase top lines, improve agent productivity, and delight every customer. Rezo.ai allows businesses to review 100% of customer interactions, tapping into every customer agent interaction from first contact to resolution. This enables bringing transparency to enterprises, allowing them to understand how consumers are feeling and their major pain points while amplifying their best agent’s capability across the organization.

Fueling sales is powered through Rezo by enforcing script adoption, conversational flow adherence, and protocol compliance, and gaining critical real-time insights into situational factors that may bring down the sales. Real-time insights are consumed by Rezo to assist agents with course correction and provide prompts and suggestive scripts for quick closures/upsell/cross-sell.

So far, the solution has analysed over 21 million minutes in over 30+ languages across multiple channels which is a strong testimony to the interest expressed by enterprises across industries – including insurance, financial services, automobile, and telecom.

Speaking about the impact on businesses, Dr. Rashi Gupta, Chief Data Scientist & Co-Founder, Rezo.AI, said, "Rezo enables enterprises with data packed insights for long term business growth. Our focus is to empower teams to understand their customer behaviour, build personas that can be leveraged to boost sales. Our AI engine also proposes prompts, next best action and ensure enhanced customer experience (CX). In addition, we focus on empowering sales team to understand their customers better, ask right questions and tap on opportunities for 100% conversions.

About Rezo.ai

Rezo.ai is India’s fastest evolving AI-powered CX Cloud for enterprises, transforming businesses with its turnkey services for quick scalability and better economics.

Founded in 2017 by an IITian couple - Manish and Rashi Gupta, Rezo.ai is powered by Machine Learning, Natural Language Processing and Predictive Intelligence, and other proprietary algorithms. With Rezo.ai, businesses can look at strengthening their contact center capabilities and scaling without worrying about customer experience (CX).

Rezo is helping organizations transform traditional contact centers into modern AI-powered contact centers. AI-powered contact centers enable automated interactions across multiple channels – email, chat, voice, and social and support 100+ languages. Rezo also helps analyse customer–agent interactions, coach and train agents and enhance the customer experience with in-built RPA.

With a strong presence in India, and with expansion plans for the US and the Middle East, Rezo.ai is moving ahead with high vigor to empower businesses across the globe with its AI-powered contact center. Backed by a team of world-class Ph.Ds., data scientists, engineers, and futuristic technology, the company is delivering business success to hundreds of companies across industries such as Logistics, BFSI, Healthcare, Automobile, Education, and Travel.

British Premium EV Brand One Moto India Opens its Experience Hub in Pune

(L-R) Mohammed Muzammil Riyaz, Founder & Promoter of One Moto India, Syed Hussain Ali Khan, GM, Global Operations, One Moto India, Mr. Santosh Dhone from Dhone E-World LLP, Dr. Suhas Hardas, M.D(Med) D.M(Cardiology), FICCA (Australia), Aditya Reddy, Vice President, Sales & Marketing, One Moto India

First Dealership of Maharashtra under Dhone E-World

One Moto India - The first-ever British Brand of Elegant and premium EVs in India has launched a new experience hub in the city of Pune, Maharashtra. The experience hub shall allow customers to visit and experience the products of the brand and also gain more knowledge of the technology and offerings. The hub will be managed by Dhone Group under its registered name Dhone E- World LLP.

The hub is situated in the heart of the city at DECCAN and is in proximity to leading educational institutes and universities, thus very accessible for the youth. The experience hub will ensure the best customer experience with the finest digital displays of the vehicles, along with elaboration on the brand’s legacy. The college students will also be able to enjoy exclusive test rides specially organised for them over weekends.

(L-R) Aditya Reddy, Vice President, Sales & Marketing, One Moto India, Dr. Suhas Hardas, M.D(Med) D.M(Cardiology), FICCA (Australia),  Syed Hussain Ali Khan, GM, Global Operations, One Moto India, Mohammed Muzammil Riyaz, Founder & Promoter of One Moto India, , Mr. Santosh Dhone from Dhone E-World LLP

The experience Hub was inaugurated in the presence of renowned cardiologist from Pune Dr. Suhas Hardas, M.D(Med) D.M(Cardiology), FICCA (Australia), senior management from One Moto India and Dhone Group.

The Experience Hub, under the dealership of ‘One Moto India – Dhone E-World’, showcases all 2022 premium Electric Scooters by One Moto Brand, which include:

• Commuta – Top Speed – 75 Kmph; Range – 100 km on a single charge; Price – INR 1,36,500
• Byka – Top Speed – 85 Kmph; Range – 180 km on a single charge; Price – INR 1,83,750
• Electa – Top Speed – 100 Kmph; Range – 150 km on a single charge; Price – INR 1,99,500

*All prices are, Ex-showroom, India.

One the Occasion of Experience Hub Launch Mohammed Muzammil Riyaz, Founder & Promoter of One Moto India affirmed “We understand that the youth is the driver of the country for a better tomorrow. Hence, we always wanted to introduce the concept to this segment of the society, and provide them with the finest experience. It gives us great pleasure to be associated with ‘Dhone Group’. Our customer service philosophy is in tandem with the principles of our Dealer Partner. The staff at One Moto India Pune Experience Hub is well trained to offer the quality customer experience with the best after-sale service which allow the customer to enjoy the best-in-class stress-free EV ownership.”

Dhone GROUP and One Moto have certain common set of values, looking at which Dhone group is appointed as distributor for Maharashtra and Goa.

At the inauguration, Dr. Suhas Hardas, M.D(Med) D.M(Cardiology), FICCA (Australia) said “This is the time when we all need to get together for the EV adoption to achieve the e-mobility mission settled by our government. Brands like One Moto India and Dhone Group contribute to this mission by providing nice quality products with cutting edge technology.

One Moto India will not only be focussing on showcasing the products but also the technology behind the vehicles. The brand shall also have a dedicated zone to display the components of the vehicle aiming at extending the transparency and quality.

Mr. Santosh Dhone from Dhone E-World LLP, said, “We are absolutely thrilled to bring premium Electric Scooter Brand One Moto to Pune. It is an honour to have been associated with One Moto India, and I would like to take this moment to welcome you to the Dhone E-World, which is home to Premium best in class Electric Scooters. We have strategically established the experience hub in this location where youngsters form the majority of the crowd. We are sure that we will be able to offer an everlasting experience to them which will further be carried in the word.”

Pune city has always been a knowledge centre in itself and attracts youth. Following the fact, the brand targets to launch a second dealership in the city soon.

About One Moto India

One Moto Is A British Mobility Company Shaping And Electrifying The Last-Mile With Iconic Electric Motorcycles, Bikes, And Scooters. One Moto forayed in India and is promoted by Ellysium Automotives. The brand has launched 3 products for Indian consumers and weaved a strong network of 75 Dealers, the brand is headquartered in Hyderabad, Telangana.

About DHONE Group

DHONE GROUP has been in the auto trade for more than two decades, and is managed under the leadership of Mr. Santosh Dhone. The group has been associated with renowned automobile brands like Royal Enfield, Suzuki, Kia Motors, Piaggio Electric Commercial and Ford in Pune.

4 Companies Enhancing the Customer Experience in Banking Sector in India

A defining competitive differentiator in the banking sector is the customer experience (CX) offered by a bank. Some of the most common benefits of investing in customer experience include greater wallet share and higher rates of recommendation. The need of the hour for the players in the banking sector is to take a more discerning look at their services and offerings and streamline them in a manner that results in a personalized experience every time a customer visits the banks or avails its services remotely. The only possible solution in this regard is integrating varied technologies that comprehensively enhance the whole banking experience for the stakeholders and more importantly the customers. Let’s take a look at a few such new-age platforms that are designed to enhance CX in the ever-growing banking sector.

CXInfinity

It is always a wise move for banks and financial institutions to transform customer experience by digitizing the customer support system. CXInfinity, which is an AI-driven omni-channel customer engagement platform, can help banks win and retain the trust of their customers through personalized real-time engagement. A customer can reach out to a bank through varied channels such as Email, WhatsApp, SMS, voice chat or social media platforms like Facebook and Twitter, and this is exactly where CXInfinity can come handy by letting the customer representatives engage through any channel. The platform offers a secure cloud and on-premise installation along with end-to-end encryption. Besides, the agents do not need to switch screens as they get an integrated view of every conversation over time. It also allows third party integration.

ThirdEye

ThirdEye is a platform that leverages AI applications and big data technologies to transform customer experience when it comes to banking. While it implements end-to-end big data solutions through data sciences solutions with Artificial Intelligence, Machine Learning and Deep Learning seamlessly baked into it. The platform further offers data analytics services that allows banks to improve operational efficiencies so that customers do not need to run from pillar to post for their different objectives. Apart from it, banks can be equipped with the platform to transform organizational knowledge into insights, which would help them devise their customer engagement strategies.

FaceX

FaceX is an established name when it comes to face recognition SDKs and APIs. The platform’s services and offerings can be utilized by banks to implement facial recognition into their applications without any hassles. This gains much importance owing to the prolonged impact of the ongoing pandemic where anything contact-less is considered the best alternative. With high accuracy face recognition APIs and SDKs that require minimal coding, FaceX can revamp the way customers interact with banks. If the technology offered by FaceX is integrated, customers can simply use their face as the tool for all verifications, which is a must for all banking activities.

Appy Pie

This global no-code platform offers a plethora of services that can improve customer experience in the banking sector in a comprehensive manner, especially with regard to mobile banking. With the help of this platform, banks can get a one-stop destination for the development of banking apps, websites, chatbots and also advanced automation solutions; all these without the hassles of coding. What the customers end up getting is round the clock availability of customer support, instant access to all banking services via app and thus, complete control over their finances. All that the customers need to do is login to the banking app and tap through all services required.