Transforming Customer Experience with AI-powered Chatbot

Transforming Customer Experience with AI-powered Chatbot

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Transforming Customer Experience with AI-powered Chatbot:

Infobip, a global cloud communication company and a leader in omnichannel engagement, recently hosted an exclusive live webinar on how enterprises can transform Customer Experience (CX) with an AI-powered chatbot. The event brought together industry leaders from Bangladesh across sectors including BFSI, Retail & e-commerce, and Digital Natives.

The virtual forum began with a presentation by Nafiz Al-Amin, Customer Success Partner, Infobip Bangladesh, on striking a balance between humans and AI in CX. Nafiz also demonstrated how an AI chatbot can reduce operational customer service costs using automation, improve sales results drastically and increase customer satisfaction.

Live Fireside Chat:

Following that, Infobip held a live fireside chat with Md. Abul Moshad Chowdhury, Head of Information Technology, Sheltech Brokerage Limited in which he revealed how customer experience automation has helped Sheltech Brokerage increase customer loyalty and retention. He also highlighted how Infobip’s WhatsApp channel has contributed to boosting customer engagement and retention. The session was moderated by Mehmudul Haque, Senior Account Manager, Infobip Bangladesh.

The session concluded with a panel discussion on “Role of Automation in Improving Customer Experience”. The discussion featured Rashedul Hasan Stalin, SVP – F. Head of Digital Banking, Payments and Partnership Business, BRAC Bank; Ahmed Shoyeb Iqbal, Head of Operations, Meena Sweets & E-Commerce, PR & Communication, Gemcon Group; Sadia Haque, Founder, ShareTrip, with A Z M Fouz Ullah Chowdhury, Head of MFS, ONE Bank serving as the panel moderator.

The discussion shed light on the crucial role of AI chatbots in eliminating communication friction, personalizing conversations, and most importantly, improving conversion rates. It also discussed the massive implications of automation for improving customers’ experiences in terms of data-driven decision-making and cost-efficiency. Also, the panelists shared their CX automation experiences in their respective industries. Finally, they explored how to balance automation and customer service to meet the business goals and create the ideal customer experience.

Experts: Policy support, level-playing field crucial for supermarkets to do well

Experts: Policy support, level-playing field crucial for supermarkets to do well

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Experts: Policy support, level-playing field crucial for supermarkets to do well

In order for the supermarket industry in Bangladesh to prosper, analysts say, there needs to be sufficient policy assistance and a level playing field.

They also emphasized the need for a VAT/tax solution.

They were speaking during a roundtable on Tuesday in the capital titled “Ensuring Sustainable Growth in Supermarket Industry” organized by Dhaka Tribune, in association with Meena Bazar.

The event was chaired by Reaz Ahmad, executive editor of the Dhaka Tribune.

President of the Bangladesh Supermarket Owners’ Association Kazi Inam Ahmed said that consumers must pay VAT of 5%, which rose from 1.5% in multiple phases.

“The consumer does not pay VAT while purchasing goods from the free market, which is a factor in the supermarkets’ competitiveness.

Our supermarket business’s main objective is to offer consumers a shopping experience in a beautiful and safe environment, where they can find food, fresh fruits, and vegetables all under one roof.

“But people don’t want to go to supermarkets because of the extra VAT,” he said.

The supermarkets in Bangladesh were the first to introduce POS, barcodes, ensured quality and quantity and played a role in return policy and price stabilization.

He also mentioned that importers have to pay 70%-175% tax on refrigerators, along with facing issues such as high space rent in prominent areas, electricity bills, etc.

Nusrat Jabeen Banu, additional secretary of the Ministry of Commerce, said that the Ministry of Agriculture has the Agricultural Marketing Act which mentioned how to manage the supermarket and contract firm. According to this law, supermarkets must operate accordingly.

AHM Shafikuzzaman, director general of the National Consumer Rights Protection Directorate, said that there is a lack of trust among the consumers regarding the products of the market.

In this regard, he mentioned the recent situation in the egg market.

He also said that to gain trust, supermarkets should work on sourcing traceability.

“They should inform the consumers about their sources of products,” he added.

Reazul Haque, deputy director of Bangladesh Standards and Testing Institutes (BSTI), emphasized that consumers should verify the presence of mandatory licenses, price tags, and the BSTI logo.

Md Selim Reza, CEO of Dhaka North City Corporation (DNCC), said that there is a lack of trust, limitations of laws, and also an unethical mentality. “These should be resolved,” he added.

Sahadev Chandra Saha, director of Bangladesh Food Safety Authority, said that supermarkets should take preventive measures in SCM and also should ensure the traceability of sources of products, consumers and suppliers, and also introduce recall systems.

Amin Helaly, vice-president of the FBCCI said that supermarkets are a new addition to the business. Everyone should work to unleash their potential.

Ahmed Shoyeb Iqbal, head of expansion, brand and online, Meena Bazar, said that they want a level-playing field for all.

“We respect all rules and regulations. We want unified rules to ease the business,” he added.

The speakers also said that the annual business of supermarkets is worth Tk3,000 crore.

The government should work to solve the infrastructure problem.

The government may raise the workforce in monitoring and source a workforce based on PPP if needed.

They also urged on modernizing the supermarkets and if done, it would connect 2.7 million new employees, 1.4 million farmers, and a 20%-30% rise in income.

According to the Bangladesh Super Market Association, currently, the share of supermarkets is 2%-2.5% in total shopping and the number of outlets is around 300.

It is one of the most potential sectors of business in Bangladesh.

Zakir Hussain, general secretary of Bangladesh Super Market Association, Malik Talha Ismail, director of Unimart, Mahadi Faisal, head of marketing of Shwapno, Khandaker Nur-E-Burhan, COO of Agora, Galib Farrokh Bakht, COO of Daily Shopping, Engr M Liakat Ali, director of United Certification Services Ltd, Rejaul Karim, member of BFSA, Mostak Hasan Md Iftekher, founding chairman and general secretary of BSFA, Dr Abdul Hannan Chowdhury, professor of North South University also spoke at the event.

Insight,Business Deep Dive

Insight,Business Deep Dive

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Meena Bazar Brand, and Meena Bazar’s eCommerce Strategy With Ahmed Shoyeb Iqbal, GM, Brand, Communication, and Business Development, Meena Bazar:

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Ahmed Shoyeb Iqbal, General Manager of Brand, Communication, and Business Development, Meena Bazar, on Meena Bazar’s brand and communication strategy, Meena Click and Meena Bazar’s eCommerce ambition, digital payment, the business of retail, and the art of marketing and communication.

Future Startup

Thank you for agreeing to do this interview. What is your background and what are you working on?

Ahmed Shoyeb Iqbal

I have been working at Meena Bazar for almost nine years now. Previously, I worked at Grameenphone. After leaving GP and before joining Meena Bazar, I went to the UK to do my MBA from the University of London where I studied Marketing Management. I returned in 2009 and joined Meena Bazar.

Meena Bazar, a relatively smaller retail chain at that time, was at the beginning of a new phase. The company had already conceived an expansion plan.

Although I studied Marketing Management, initially, I joined in a different role in the training and development department as Manager, Training, and Development.

We had about seven outlets at that time. Overall supermarket business was a nascent concept in Bangladesh. In fact, the age of supermarket business in Bangladesh is about 18 years. The people with domain expertise in supermarket business was in short supply. Hence, training and development was an important department for Meena Bazar in order to scale the business.

The department was responsible for preparing and improving the skills of salespeople and store managers, which was particularly critical during that formative phase.

Since I had foreign exposure and a degree in Marketing Management, I used to train staff and store managers on customer service, developing customer service framework, working on different modules and other relevant aspects.

After working for a year in that department, I moved to my core function which is brand and communication. I started as Manager, Brand, and Communication for Meena Bazar. Currently, I look after the Brand, Communication and Business Development as General Manager.

I work with different vendors such as Pran, Unilever, GSK, Shajeeb, and others to launch joint promotional campaigns.

Most of the promotions that you see from us, such as 10% discounts on a particular product or 5% on another, these are not our promotions per se, these discounts come from our vendor partners. We ensure that it reaches to our customers so that they purchase these products.

One of my responsibilities is to bring these sorts of communications by working with our partners.

Generally speaking, we have two priorities at brand and communication department at any given time. One is to increase footfalls in our stores which means growing the number of customers visiting our outlets daily; and secondly, increasing the basket size of our existing customers through offers and promotional campaigns.

Apart from regular communication works, we also look at how we can build the lasting relationship with our customers. Over the past years, we have successfully introduced Meena Bazar Club Card, a membership platform for Meena Bazar customers where we currently have over a hundred thousand members. We launched it in 2012. It has been growing consistently since then.

We also launched Meena Bazar website, www.meenabazar.com.bd, in 2012. We were the first grocery chain in the country to launch a fully dynamic e-commerce website in Bangladesh. Our ecommerce endeavor has evolved over the years. Recently, we’ve rebranded our ecommerce platform to www.meenaclick.com.

Besides Meena Bazar, our parent company, Gemcon Group, operates another retail chain called Gourmet Bazar. I and my team also look after the branding and marketing of it.

We have two Gourmet Bazar outlets: one at Banani and another at Gulshan. Both of the outlets are very well received. Our Banani Gourmet Bazar has a community-centric positioning. We have been able to establish it as an event-based, community-centric outlet. It has a nice coffee section, a grocery section and it attracts different types of people. On the other hand, our Gulshan branch has made its mark as a premium grocery shop.

These are some of the things that we do. Apart from these, there are regular campaigns and promotional activities. There are a lot of events these days that warrant for our attention. We also run event-specific promotional campaigns.

As a supermarket, we sell products of other brands. We do have some home brand or private label brands such as tissue, water, and a few others, but mostly we aggregate brands. Bring them under one roof and in the process offer convenience to our customers. Consequently, when it comes to communication, we often require to walk a tightrope and find a balance that serves my purpose as well as delivers the result.