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BW Businessworld

Battleground Consumer Engagement

Novel technologies have opened up new avenues for businesses and are permitting organisations to engage consumers in innovative ways.

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“HEY SIRI, FACETIME Mom”, that’s how easy it is today to get things done on a smart device, and innovations such as these are pushing the bar for consumer engagement. A recent research suggests that after a delightful experience with one firm, they expect the same from others in the industry.

There are some engagement trends in the recent past, that can potentially change the future. Consumers’ happiness depends equally on the quality of the service or product they are paying for and the quality of the company’s engagement. They are anticipating companies to utilise technology to improvise their offerings. Consumer engagement has formed three foundations that are connectivity, timeliness and personalisation. To win customers’ loyalty, trust and ethics are essential for a company.

In today’s hyper-competitive market, it is crucial for organisations to meet these standards. Customers, today, have immense power. No matter the industry, it is a certainty that understanding consumer needs is crucial for success.

We are amidst a revolution in the customer engagement space, which defines how companies build relationships and connect with their caudiences. Majority of the customers today feel that companies should fundamentally transform their customer engagement strategies.

Novel technologies have opened up new avenues for businesses and are permitting organisations to engage consumers in innovative ways. At Yulu, we have deployed artificial intelligence (AI) and machine learning (ML) to ensure operational efficiency and vehicle availability by predicting the demand and supply of its assets.

We are building a technology platform that focuses on micro-mobility. Technology connects us, and using our special and smart vehicles, we leverage it to solve complex urban mobility problems.

Yulu uses a common model of knowledge, supports multiple vehicles, it is robust, scalable and simple. We believe in data-driven business and have developed ML and AI models that are powered by users or internet of things (IoT) system data that is collected. We use this data to improve customer experience and operating performance.nWe have focussed on the art of network building with IoT and GPRS technologies for smart vehicles. We will continue to harness insights for an emphasis on hardware innovation to derive actionable predictions of demand and supply. We are coming up with many product extensions in the form of a hybrid combination of our existing battery and human-operated vehicles.

Consumers, today, are more powerful than ever before. they are in full control of the experiences they desire, and this is fueled by companies acclimatising to contextualised and tailored engagement strategies. trends such as these have been pushing the limits of companies to renovate themselves to better understand their customers and connect with them on a personal level. having said this, companies that respect the data gathered from customers, and employ it to enhance their experience, will definitely have a better chance of gaining customer loyalty and trust.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.

Amit Gupta

Co-founder & CEO, Yulu

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