New technologies for customer engagement: What can we expect from 5G and Metaverse?  |  SEGS

New technologies for customer engagement: What can we expect from 5G and Metaverse? | SEGS

Consumer engagement has become the holy grail of brand-consumer relationships. Engaging is not just about being a customer, but about using it ideologically, communicating, experiencing, protecting and following the brand. Satisfaction is when there is a biased relationship and it is very difficult to build and maintain that relationship.

Of course, technology simplifies the process, as it allows companies to deal with different customers more individually and with less effort at the same time, as well as allowing them to be more personalized and interactive, even if they are one in a million. Therefore, it is important to pay attention to the technological innovations presented, as they can lead to drastic changes in this complex, delicate and intense relationship between the customer and the brand. It can be salvation, redemption or fall, just knowing or not using this new resource well.

Most technology can help, but that doesn’t mean you can accept it anyway. So I would like to draw your attention to a discussion of what we can expect from these two new technologies that are perfect for moving the heavens and the earth, physical and digital: 5G and metavers.

The last few years have shown the importance of digital transformation for companies as the roots of consumption are deeply rooted in the digital world. It is all built on technology that allows more interaction, mobility and possibilities in digital situations to get captive space in positive customer engagement relationships.

With the advent of 5G, we can expect an increase in bandwidth with more mobility, allowing us to get instant connections and a lot of information. This allows companies and consumers to communicate more effectively, intensely and emphatically. It is necessary to go to a physical place to solve a problem or to buy something from a brand. Everything is solved with quick communication and is supported by various communication tools. Achieving agility and spontaneity is already part of the essence of consumption and it all has to do with engagement.

5G is the basis for creating a new level of interaction without a long delay and with a greater sense of personalization in a digital way. Customer engagement is essential, most importantly, an efficient channel. There is now the possibility of continuous data traffic on the cloud so that it can process more complex objects and add machine learning services to those communications. This new possibility of continuous communication regardless of the required bandwidth will enable Internet of Things devices to achieve more accurate results. Security services will also respond well.

Speaking of metavers, it is worth noting that most people have not yet seen its full potential. The idea is that metavers exist only as a virtual reality, and in fact, you have to have a digital avatar and use it, experience things, and create content. From a corporate perspective, some are already working to be present in this virtual world, but it is still challenging to bring this reality to the attention of the whole people, mainly due to the cost of these devices having to be “within” the metavers. .

Interactions between metavers will occur in different ways, even if the most recognizable virtual reality is through glasses. Technology has a wide range of functions, such as creating digital twins that can mimic real-life situations and help all types of companies solve problems before they occur.

In terms of engagement, Metavers will be a game changer because it allows one to have far more experience than providing real-world experience, but engagement strategy requires understanding where to apply this technology. It is not enough to have virtual space, it needs purpose, it needs communication, it needs to be accessible to its client and cannot oppose practicality, it wants to accept more than it can tolerate in real communication strategy.

To create, companies need to find content related to two technologies and how they can affect the implementation of their products or services. Next, it is important to try to understand what benefits they can get by building relationships using metavers or something similar in their services and what they can add to their database. Capture more real-time information.

An important factor when it comes to investing is to allow the customer to choose the most convenient channel for them to interact with the company. And it can change in your daily routine, on the go or at home. There are times when speaking through audio is more meaningful or, depending on the type of information, the video conference call also opens. But it is always important to give customers the options that work for the product or service you offer.

Another factor to consider is the use of customer data, which must be done securely and reliably. True commitment requires experience and trust. If the customer is convinced of how they treat their personal information with respect and keep their personal information safe from outside parties, then their relationship with the company is much better. Of course, this is something that companies need to invest in business intelligence, digital security, communication platforms and efficient primary data capture, but when this is done, exemplary, positive customer experiences are created that are etched in memory. , For both customers and businesses

* Luís Leão is a developer evangelist in Twilio, a leading global cloud communications company.

About Twilio

Today’s leading companies rely on Twilio’s Consumer Engagement Platform (CEP) to build direct, personal relationships with their customers around the world. Twilio’s core communications APIs enable companies to engage with their customers through voice, conversation, messaging, video and email. The Twilio segment, a leading customer data platform, enables companies to create highly personalized interactions and automated customer profiles based on primary data across multiple channels. Twilio enables companies to use communications and data to connect intelligence flexibly and programmatically at every stage of the customer journey, from sales to marketing, growth, customer service and many other engagement usage cases. In 180 countries, millions of developers and hundreds of thousands of companies use Twilio to create magical experiences for their customers.


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