To Drive Customer Engagement In Digital Era Needs Hyper localisation And High personalisation: Airtel Report

The trending aspects like hyper localisation and hyper personalisation can be drive the customer to engage more in a progressively digitally connected world, a report by Airtel states.On Tuesday, The enterprise unit of Bharti Airtel, Airtel Business with NSE -0.75 percent, released its first Business Insights report under the guidance of its Customer Advisory Board, which had a representation from leading companies from across industries.

In December, Airtel Business announced the launch of its Customer Advisory Board for deeply engaging customers in its product development journey.

The report highlighted the need for reimagining customer journeys in an increasingly digitally connected world with multiple personal devices and channels.

Airtel release states, “This requires businesses to create omni-channel engagement platforms that can deliver highly personalised and hyper-localised, contextual experiences to customers.”

Ajay Chitkara, Director and Chief Executive Officer, Airtel Business states, “Customers, now are looking for online first and omni channel experiences, which requires brands to accelerate their digital transformation journeys and re imagine customer engagement.”

The report recognizes five stakes for redefining customer engagement journeys, and they are Intelligent Interactions, hyper personalisation, connected across channels, customer's choice of time, robust and secure connectivity.The board meets at regular intervals to considered and offer counsel on customer issues and developing technology trends to help Airtel Business to align its innovation roadmap to the strategic requirements of its customers and create the right solutions for the market.Airtel's Customer Advisory Board added, "The forum will also provide Airtel's key enterprise customers an early view of the advanced capabilities that the company is building."