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Mobile Marketing Magazine sat down for a chat with our very own Robert Gerstmann, to get the low down on our recent rebrand and how the face of customer engagement is changing right before our very eyes. Take a look at our video , where David Murphy from Mobile Marketing Magazine grills our Chief Evangelist and Co-founder on the thinking behind our rebrand, how it will help us on our journey…
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Mobile first enterprises like Uber, Airbnb and any given challenger bank, are winning the battle for customer loyalty and attention. Their approach has enabled them to leapfrog the time and cost associated with changing legacy IT systems, giving them the edge when it comes to adapting to new consumer trends and technologies. Now the battle-ground for precious loyalty and attention is shifting to…
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What does the modern enterprise need in terms of messaging? Why is the context of the consumer so important? CLX co-founder and chief evangelist Robert Gerstmann talked to Capacity Media’s James Pearce to explain…, What is omni-channel messaging, in a simple phrase? And who will use it?, Omni-channel messaging is business messaging orchestrated across any mobile channel including SMS messaging , RCS messaging , chat apps and MMS messaging . Increasingly a good customer experience is the primary way in which businesses compete. As consumers increasingly move to smartphones to perform a wide range of tasks, it follows that omni-channel messaging is for any company that is serious…, How complex is it for businesses to use parallel technologies and parallel channels to communicate with consumers?, The truth is that achieving omni-channel communication is complex. Enterprises want two things; a single customer view gathered from multiple communication technologies, and to be able to reach consumers on the platform most relevant to them. Add to this the contextual dynamic – the message may only require a 160-character SMS or need something more two-way like a chatbot session including…, What are the obstacles to overcome in this aim – including the still embryonic state of RCS?, With RCS in particular, the route to mass adoption has various simple obstacles that are the responsibility of different parts of the ecosystem. Firstly it’s up to mobile operators to adopt MaaP and Universal Profile so that RCS is enabled. This is happening at pace, with several operators, including Sprint, AT&T Rogers and Vodafone already live with A2P RCS and many more operators expected…, How do the costs (versus benefits) differ across the different platforms?, For RCS, it’s too early to say where pricing will be set. This is subject to intense discussions across the ecosystem. A combination of per transaction and per session pricing with the payload, which can be much heavier in terms of data than SMS, being included in the charge somehow looks likely. Whilst pricing levels aren’t yet nailed down it’s likely that RCS will cost more than SMS but in…, How long do you think it will take for RCS, OTT and other “new” messaging systems to achieve a significantly larger market than SMS?, It will take at least five to ten years for the combination of RCS and OTT messaging options to eclipse SMS, as SMS today is trusted and ubiquitous and doesn’t require a data connection. Even with consumer acceptance of new messaging formats, SMS will still be widely used as the most appropriate channel for specific messaging tasks depending on the specific use case, cost, handset, network etc..…
Tipo: Artículo
The paradox of the smartphone generation is that whilst new products and services are hitting the market at speed, precious brand loyalty keeps decreasing. Consumers have more choice than ever over which bank or energy company they use, where they buy things or how they get home from a night out. The competition for consumer attention (and money) continues to shift power from institutions to…, Consumers increasingly have a digital outlook, 1. Having a smartphone strategy has long-since been a table stake for customer facing enterprises. Management consultancy firm McKinsey , surveyed consumers across a range of vertical sectors. In telecommunications for example, they found that 90% of customer service journeys started digitally, and that 76% of telecommunications customers were satisfied with a customer service journey that was…, Customer service 24/7, , 2. A recent consumer study by West UC , found that 70% of respondents want more convenient customer service options to support 24/7 lifestyles, whilst 74% agree that it’s frustrating when customer service is only available during working hours. A further 47% would like to see more customer service options tailored toward smartphones. 3. The same west UC study found that consumer expectations…, The impact of poor customer service, , 5. Accenture estimates the cost of customers switching due to poor customer service is $1.6 trillion. 6. The Digital Disconnect In Customer Engagement report goes further. It found that 52% of customers have switched any given service in the past year due to poor customer service, with banks, retailers, and cable and satellite television providers being the worst offenders. 7. Almost half…, Enterprises are responding, , 9. The use of A2P SMS continues to grow. In a recent report from the analysts Ovum, A2P SMS messages was forecasted to rise to 1.28tn, up from 1.16tn in 2016. 10. The same Ovum report indicated that the use of SMS as a customer communications channel continues to grow, and actionable SMS is becoming increasingly important to enterprises, with 23% of survey respondents stating that their use of…
Tipo: Artículo
Application to Person (A2P) SMS messages continues to reign as the channel of choice for customer engagement , notification and authentication. It’s trusted and ubiquitous. Last year, CLX conducted a major survey with analyst firm Ovum on messaging in the enterprise. Ovum’s analysis showed that use of A2P SMS continues to surge, forecasting 1.28tn messages by 2019, up from 1.16tn in 2016. "The…
Tipo: Artículo
Enterprise messaging is the most effective channel for customer engagement . New messaging formats like RCS messaging are helping the industry innovate and remain relevant, as the enterprise messaging market shifts focus to deeper consumer engagement. Everything from authenticating a user for a banking service, notifying them that their parking meter is about to expire, to serving up marketing…
Tipo: Artículo
Our latest eBook , which focuses on A2P messaging, takes a look at what prompted the MEF to put together a Code of Conduct – Joanne Lacy, COO at MEF, explains it all. SMS remains the most open and ubiquitous channel for communicating with consumers. It is inexpensive, works on every device, across every mobile network and is by far the most trusted format. New technologies such as RCS are also…, What’s in the Code of Conduct?, The industry Code itself sets out a standard of behaviors, procedures and actions for all actors operating within the A2P SMS market in order to protect consumers, demonstrate ethical and commercial responsibility as well as to maximize value to all companies involved in the messaging ecosystem. In brief, Code signatories: Shall not create, carry or deliver unsolicited A2P SMS messages Must…
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Can your phone tell if you’re a good driver? Yes it can, say Telematics specialist The Floow. In fact, it’s also helping insurers to encourage better habits among their policyholders. Tim Green, mobile expert and influencer, sat down with Rebecca Bell, Marketing Director at The Floow, to find out how A2P SMS is enabling insurer engagement for the first time. “How’s my driving?” It’s a question…
Tipo: Artículo
