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In this episode, Michael Ricci, Senior VP of Strategy at Sinch, joins us to talk about how companies are utilizing conversational commerce to elevate the customer experience and connect directly to their customers.
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Conversational Commerce may be on the rise in the US, but in many parts of the world, it’s already a normal part of everyday life. Across the globe, brands are engaging directly with their customers through text, WhatsApp, and other text-based apps, guiding them through the buying journey for everything from ordering a pizza to buying new clothes.
Michael Ricci, Senior VP of Strategy at Sinch, joins us to talk about how companies are utilizing conversational commerce to elevate the customer experience and connect directly to their customers.
Join us as Brian and Michael discuss:
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How conversational commerce is currently being utilized around the world
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The role of AI and Machine Learning in conversational commerce
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Why consumers are seeking personalized digital shopping experiences
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How companies can integrate conversational commerce into their commerce experience flow
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What we're also seeing is sort of a Renaissance of SMS. And by that, what I mean is there are many players in the space who have woken up to the fact that consumers want to have a chat experience much like they do with their friends and family via SMS. And so rather than using SMS as a one way channel there's many providers, ourselves included who are creating rich, powerful two way experiences where we can mine data from the consumer.
