CUSTOMER EXPERIENCE

Use martech solutions to enhance your customers’ experience in 2023

By our News Team | 2023

Using marketing technology shouldn’t necessarily replace real-life customer interactions, but martech can enhance the relationship.

The year 2022 showed us that something as simple as a grocery delivery service, if done well, can become extremely popular with customers and create a point of competitive advantage.

According to James Bayhack, Director for sub-Saharan Africa at international customer experience company CM.com, if a service works well, clients quickly appreciate it.

Bayhack list several marketing technology (martech) trends set to shape the year ahead and make for a more adventurous marketing approach in 2023.

Customer Experience

Photo by Cytonn Photography from Pexels

The rise of ChatGPT

While intelligent solutions consistently dominate the tech space, we shouldn’t neglect the importance of human interaction.

Do we want to scan a QR code to download an app to place an order at a restaurant? Even as the Fourth Industrial Revolution advances, person-to-person customer service has a role in humanising customer contact points.

That said, exciting things are happening in intelligent customer service. Recently, the AI research lab, OpenAI, launched an AI chat interface called ChatGPT that uses machine learning and internet data to generate any type of text. This means messaging responses can be:

  • detailed
  • personalised, and
  • corrective.

It will be interesting to see how human-like these machine-based communications become.

Becoming video-focused

We have all become familiar with this refrain, yet many businesses still shy away from the power of video. Businesses that embrace video marketing stand to gain:

  • increased brand awareness
  • improve their lead generation game
  • improve sales, generate more traffic, and
  • increase users’ understanding of their products or services.

For 2023, incorporating video into your overall marketing efforts is regarded as non-negotiable and should ideally include:

  • leveraging live video
  • creating behind-the-scenes and educational videos, and
  • ensuring your video content is SEO-optimised.

By repurposing video content for different platforms and channels, marketers can save money, time and effort. It’s certainly more efficient than constantly building brand-new content. This concept also applies to turning existing assets like blog posts into video content.

Merging real and virtual with holographic ads

Social media makes it easier for brands to position themselves in front of consumers. However, it’s a fight for attention and it can be challenging to get noticed. Holograms could solve this problem and ultimately control marketing, particularly in the Out-of-Home (OOH) advertising industry.

Holograms are an exciting marketing tool for businesses looking to push the envelope. Users of this advertising technique can show 3D animated and interactive images and objects.

Nike, Audi and Mercedes-Benz have all succeeded in creating holographic experiences. Whether hosting a holographic press conference or OOH advertising campaign, these brands have piqued the interest of consumers in an environment where traditional and digital advertisements are prevalent.

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    Dr Kin Kariisa

    Group CEO - Next Media

    Dr. Kin Kariisa is an extraordinary force at the helm of Next Media Services, a conglomerate encompassing NBS TV, Nile Post, Sanyuka TV, Next Radio, Salam TV, Next Communication, Next Productions, and an array of other influential enterprises. His dynamic role as Chief Executive Officer exemplifies his unwavering commitment to shaping media, business, and community landscapes.
    With an esteemed academic journey, Dr. Kariisa’s accolades include an Honorary PhD in exemplary community service from the United Graduate College inTexas, an MBA from United States International University in Nairobi, Kenya, a Master’s degree in Computer Engineering from Huazong University in China, and a Bachelor’s degree in Statistics from Makerere University.
    Dr. Kariisa pursued PhD research in Computer Security and Identity Management at Security of Systems Group, Radboud University in Nijmegen, Netherlands. As a dynamic educator, he has shared his expertise as a lecturer of e-Government and Information Security at both Makerere University and Radboud University.

    Dr Kin did his PhD research in Computer Security and Identity Management at Security of Systems Group, Radbond University in Nigmegen, Netherlands. He previously served as a lecturer of e-Government and Information Security at Makerere University in Kampala, Uganda and Radbond University in Netherlands.

    Dr Kin did his postgraduate courses in Strategic Business Management, Strategic Leadership Communication and Strategies for Leading Successful Change Initiatives at Harvard University, Boston USA.

    • Other current and previous roles played by Dr Kin Kariisa:
    • Lecturer of e-Government and Information Security to graduate students at Makerere University, Kampala and Radbond University in the Netherlands
    • Director of Eco Bank Uganda Limited, one of the largest banks in Africa
    • Chairman of the National Association of Broadcasters, an umbrella industry association for all Television, Radio and online broadcasters in Uganda.
    • Chairman of Board of Directors of Nile Hotel International, that owns the leading hotel in Uganda, Kampala Serena Hotel.
    • Chairman of Board of Directors of Soliton Telmec Uganda, the leading telecom company in Optic fibre business managing over 80% of optic fibre in Uganda.