Webio's very own Paul Sweeney was back in action with TAD Summit this week to give his insights conversational messaging and highlight the importance of joined up thinking around the whole area of customer messaging.
Watch Paul's Session
In his session Paul talks about the key distinction between owned (email, chat, voice) versus paid (WhatsApp, Alexa, etc.) channels and the challenges that presents. WhatsApp will continue to see a surge in 2021 as it has been been so powerful for enterprises in engaging with customers and has been handling both huge volumes of inbound customer traffic. He also reviews the pandemic digital shift and acceleration and how messaging becomes programmable services and programmable customer experience.
There has never been as much as a need for communications as there is today with the nature of services socially changing around us and conversational messaging is playing a key part in this future. We need to think about how we blend these inbound and outbound channels - paid and owned - and start builing for that future today.
Businesses need to engage with customers where customers are most happy engaging and that is clearly messaging and this is where conversational middleware comes in by delivering the control to the brands through threading multiple channels
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