Why Messaging is a Means for Digital Transformation

Keynote Room

Overview

As consumers, we have switched most of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call. Only 3% of consumers enjoy IVR, and support voice calls account for a massive chunk of the budget. With this in mind, many brands have adjusted these customer journeys by switching these conversations to asynchronous messaging. Hear from a Google expert about how pioneering businesses have recognized messaging as the future of excellent customer experience and why you should make messaging a part of your DT strategy.

Digital Operations & Platforms

Speakers

Rob Lawson

Global Partnerships Google

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