KARACHI: The adaptability of the industry to technology and digitalization would optimize the customer satisfaction as well as boost their volume and profit, speakers believed at a seminar on Smart CX18 here on Wednesday.

They viewed the fast changing scenario of the local industry through growing use of technology a positive development and said that this trend is transforming the industry, which is becoming more and more technology-compliant.

The event, organized by C-Square Consulting with Genesys attended by market experts, representative of various business sectors and officials of utilities and held in-depth deliberation as how use of technology is reshaping the various industries. They especially focused on CX, which according to them is part of customer engagement transformation strategy.

An interesting debate was about brick & mortal versus the digital arena and triggered a lively debate among the panelists as well as participants by reaching the consensus that digital arena has transformed the business sector in the world including Pakistan and observed that although Pakistan has come a long way to switch over its business sector to digitalization but there still a lot of work needs to be undertaken to put the businesses on totally automation to facilitate the customers as well as carrying out the business deals and transactions on fast-track basis.

Mohamed Afifi, Managing Director Genesys Middle East in his presentation said smart business by combining with Artificial Intelligence (IA) would not only improve the operational efficiency but would also improve the customer services. “Customer satisfaction at optimal level can be made possible through digitalization-studded smart business,” he remarked and quoted the example of Emirates Airline and Saudi Telecom in Middle East, which benefited enormously by benefiting from Genesys technology.

The panelists participating in a discussion on “Maximizing financial inclusion through refined CX Strategy” were of the view that digital means are the only salutation to resolve the issues customers confront and urged the holistic approach is need of the hour to cover all aspects of business through digital tools.

Talking about the banking sector, they said that there are numerous challenges this sector is facing in the country especially the environment and mindset are the hurdles to put all banking services on automation.

There is also lack of research behind developing the technology-compliant products in this sector, they stated and added that realization on part of banking sector is growing to move swiftly toward complete digitalization of banking products.

Mohamed Kashek, Senior Solution Consultant, Genesys Middle East talked about evolution of customer engagements and said that digitalization would help in workforce optimization as well as workload management in the business field.

He said that customer experience in the digital arena mainly revolves around the customer needs and expectations as how they would be catered through application of technology.

Ahsan Mashkoor, Founder & Director C-Square Consulting spoke about using of artificial intelligence and chat bots to improve CX and added that role of CX is improving financial inclusion through fast track delivery service on economical cost. Hassan R Sheikh of C-Square also spoke on the occasion.