Digitalisation ‘revolutionising’ customer engagement

Smart parking and charging solutions, geomagnetic location-based solutions, VR and other new generation technology revolutionising customer engagement were centrestage at the recent Digital Engagement Summit organised by PCCW Solutions.

The event drew more than 150 senior executives from the retail, manufacturing and property sectors.

Raymond Chan, SVP of PCCW Solutions, said the event provided a unique opportunity to gather experts from retail, manufacturing and property industries in one place to share their insights during the keynote speeches and panel discussion on how technologies enable a new breed of digital-empowered organisations to improve customer engagement, build new partnerships and drive competitive advantages.

Raymond Chan, SVP of PCCW Solutions, shared insights of using customer journey mapping to spark innovation.

Raymond Chan, SVP of PCCW Solutions, shared insights of using customer journey mapping to spark innovation.

“Markets are constantly and rapidly changing. Digitalisation has become a key factor for corporations of all sizes to seize comparative advantages and deliver revolutionary customer experience,” he said.

“Companies try to ensure that customers will be happy with the interaction when they connect with their product, customer service, sales staff, or marketing materials. But this siloed focus on individual touchpoints misses the bigger and more important picture: the customer’s end-to-end experience,” said Chan.

“Only by looking at the customer’s experience through his or her own eyes along the entire customer journey they take can the companies begin to understand how to meaningfully improve performance. This summit is all about helping retailers understand that challenge and leading them through the customer journey so they can build stronger, closer, more personalised communication – and ultimately boost sales.”

Andrew Kernebone, SE Director, Asia Pacific with Extreme Networks, provided insights of delivering better customer experience with seamless connection.

Andrew Kernebone, SE Director, Asia Pacific with Extreme Networks, provided insights of delivering better customer experience with seamless connection.

As well as the presentations, the half-day event featured an exhibition of technologies from partners and sponsors, including Extreme Networks, Honeywell, SecuRex Solution, Symphony Gold and PCITC.

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