1、Conversational commerce:Driving customer engagement and business growthCustomer experience doesnt just differentiate your business,it drives competitive advantage and growth The convergence of digital channels,near ubiquitous use of mobile phones,and more seamless mobile payments have changed how bu

2、siness supports,services,and sells to customers.Mobile commerce is emerging as a defining channel for many organizations,with research estimating that mobile will make up about 73%of ecommerce sales in 2021,and more than 10%of all retail sales by 2025.1 76%of respondents shop on mobile devices becau

3、se“it saves them time.”2Mobile commerce is expected to double its share of retail sales,with the percentage of transactions from mobile/digital wallets rising to more than 50%by 2023.302Today,more than 80%of mobile device time is spent on chat apps;businesses have recognized that messaging isnt just

4、 convenient and fast,it has become vital to a modern customer experience.4 With 85%of business buyers and 79%of consumers believing that the experience a company provides is as important as its products or services,messaging applications have given rise to new communications channels that create new

5、 opportunities to grow sales,build customer loyalty,and gain insights into customer needs.5Whether interacting with a human representative or chatbot perhaps even both conversational commerce enables real-time customer engagement.From chatting with customer service representatives to ask questions o

6、r resolve issues,to getting personalized recommendations and enabling in-app purchases,conversational commerce has become a growth engine for modern business and instrumental to delivering a differentiated,proactive,and,often,real-time customer experience.0304Why conversational commerce customers me