Interviews

Evolving Customer Expectations: Navigating the Digital Age with Enhanced Service Excellence

CXOToday has engaged in an exclusive interview with Mr. Salil Kapoor, CEO, Hindware Home Innovation (HHIL)

  1. How have customer expectations evolved and shaped the way they engage with brands?

The dynamics of consumer behavior underwent a significant transformation due to the COVID-19 pandemic, ushering in an era where customers now have heightened expectations and have placed an increased emphasis on service excellence. This shift, marked by discerning customer preferences and a sustained demand for elevated service levels, will be here to stay. The pandemic not only accelerated technological advancements but also increased reliance on e-commerce platforms, permanently elevating standards for service quality from brands.

Furthermore, during the lockdowns and self-isolation, increasing number of people turned to their digital devices for information and entertainment. This shift to digital engagement has played a pivotal role in shaping and reinforcing the evolving expectations of consumers.  Achieving a delightful customer experience now requires adopting an integrated, omnichannel customer service approach.

Here at Hindware Home Innovation Limited, we have integrated communication channels such as phone support, live chat, email, social media, and in-person interactions to ensure a consistent and efficient customer service experience across all platforms. We have created a cohesive and interconnected system where customers can interact and receive information from us seamlessly across all channels.

We have also embedded customer service into our products. Our own dedicated application for the IoT range of appliances, allows customers to seamlessly engage with our products. Whether adjusting appliance settings remotely or receiving real-time updates, our application ensures that customers have a direct and tailored connection with our brand.

 

  1. Gen AI has caught the interest of brands. What role do you think Gen AI will play in your CX strategy?

The advanced generation of AI technologies is pivotal in shaping our customer experience by harnessing real-time insights from extensive data sets. Its capabilities go beyond merely enhancing customer service. Gen AI will play a pivotal role in personalization and efficiency. The ability to understand and adapt to individual preferences in real-time is invaluable. We envision harnessing Gen AI to enhance our CX by way of predictive analytics, tailoring products, services, and interactions to meet the unique needs and expectations of our customers.

By embracing this technology, we aim to create more meaningful and seamless experiences, fostering stronger connections with our audience. Gen AI is deployed to automate campaigns, streamline processes, and make data-driven decisions, thereby significantly boosting overall operational efficiencies. By integrating Gen AI into our CX strategy, we aim to proactively address issues, enhance service delivery, and align our products more closely with the evolving expectations of our customers. It’s a tool for evolution, enabling us to stay at the forefront of customer-centric innovation.

 

  1. How are brands making sense of customer data and accelerating the timeframe for insight-led campaigns?

Advanced analytics tools are the key behind the increasing popularity of consumer-driven insight-led campaigns. These tools dissect patterns and determine consumer behaviours. For instance, e-commerce platforms utilize AI algorithms to analyze consumer data, including purchase histories and browsing habits, enabling the creation of hyper-targeted campaigns. To accelerate the timeframe for insight-led campaigns, brands employ advanced analytics tools that facilitate real-time data processing and analysis. This enables us to swiftly identify emerging trends, customer sentiments, and market dynamics. By leveraging cutting-edge technologies, we ensure that our decision-making processes are not only data-driven but also agile and responsive to evolving consumer preferences.

Moreover, our commitment to data privacy and security is paramount. We adhere to stringent ethical standards and regulatory guidelines, ensuring that customer trust remains at the core of our data-driven initiatives. By establishing a secure and transparent framework, we aim to build and maintain a strong rapport with our audience.

Our omni-channel strategy plays a pivotal role in deciphering customer data and expediting the timeline for insight-led campaigns. Via our e-commerce platforms, we gain access to valuable consumer-driven data, which becomes instrumental in shaping our marketing and business strategies nationwide. For instance, if a customer repeatedly shows interest in a specific product through multiple online interactions, our presence on e-commerce platforms promptly informs us about the increasing demand for that particular item and provides insights into the geographical areas where the demand is concentrated. This real-time data allows us to swiftly formulate targeted campaigns that align with consumer preferences, ensuring a more responsive and effective approach to the market demands.

 

  1. How is personalization becoming prominent among consumers in the digital age?

In the digital age, personalization has become increasingly prominent among consumers as they prioritize convenience and relevance in their product experiences. We align with the personalization trend by leveraging advanced technologies, particularly in IoT-enabled appliances like Hindware Spectra iPro (Air Cooler), Hindware Optimus I-Pro (Kitchen Chimney), Hindware Ondeo Evo I-Pro (Water Heater), and more. These intelligent appliances go beyond conventional functionalities, offering users the ability to customize features effortlessly.

Through smartphone applications and voice commands, users can control aspects such as temperature, automatic on/off functions, and more. Over time, the technology in our smart appliances identifies user usage behavior and offers a personalized experience by understanding their preferences and usage patterns. For example, if a consumer frequently adjusts the temperature or prefers certain settings, the appliance learns and adapts to those preferences over time, creating a tailored and more enjoyable user experience.