| | JUNE 202219Consultants Reviewo thrive in the new normal, contextual engagement is the need of the hour. A truly engaging experience requires shared context. The ability to share the same space, hear the same au-dio, witness the same sights--these are the details that build bonds. Now that consumers are comfortable using vid-eo, they increasingly crave this shared context and expect to have video en-gagement directly inside the apps they are already using.Small businesses can partner with real time engagement service provid-ers to make customer engagement more scalable, engaging and cost ef-fective. Real time engagement will help small businesses move beyond a typical voice or video call and engage with the end user in creative ways like implementing AR and VR alongside live video calls. The key to success is to replicate the real-life experience in the virtual world.Digital experiential revolution is happening on the backbone of real-time engagement platforms support-ing business continuity across sectors namely education, retail, gaming, en-tertainment, healthcare, among others. Technologies such as Augmented real-ity, Virtual reality and Mixed Reality are in demand as they are helping com-panies with remote assistance, training, and workshops.The world is moving towards an increased virtual collaboration mod-el. While connecting with customers through traditional cloud communi-cation platforms, small and medium businesses can face a dilemma on their brand recall. At times, there is very little differentiation between one small busi-ness from another in terms of branding and customization of the online experi-ence for the end user. This will invari-ably act as a deterrent to position a par-ticular business in the market due to the lack of a strong differentiator. Brands will shift towards real time engagement to redefine customer ex-perience in the new normal scenario. With the right content and live video solution, businesses can create inspired experiences that increase engagement, brand awareness, customer loyalty, and sales. The key now is to replicate the seamless in-store experience into an online channel to avoid customer loss and brand loyalty. Both brands and customers will be leveraging real time engagement platforms for both inter-actions and transactions. An example of this is LiSA, a software startup that brings human interaction, authenticity, and fun to online shopping experience by live streaming shopping among re-tailers and brands. Prodigious Shift In The WorkplaceThe pandemic has altered the defini-tion of workplace and the future of workplace is definitely hybrid. With the success of the remote workplace in the last few months, most Global MNCs will shift to a hybrid model where physical and remote workplace will co-exist with one another. Em-ployees will have the freedom and flex-ibility to work from anywhere they feel they are the most productive. Moving STEPS SMALL BUSINESSES CAN TAKE IN ORDER FOR INCREASING CUSTOMER ENGAGEMENT THROUGH CLOUD COMMUNICATIONBy Ranga Jagannath, Director, AgoraRanga Jagannath,DirectorRanga is renowned for his design thinking and agility abilities and is driving the business expansion for the company.CXO INSIGHTST
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