Last Friday, we had a lot of fun talking to our business partner, Pierre-Olivier Goffin from Arsenalia Group.
We talked about Conversational Commerce .
If you’re not sure what is it, let me share a story that might resonate with anyone who’s been noticing how rapidly the world around us is changing — especially when it comes to customer expectations.
Or, if that’s what you prefer, please listen to the full 20-minute chat:
VIDEO
Pierre-Olivier serves as the Group Business Developer, where he plays a pivotal role in promoting the company’s services across Europe. His work involves driving digital transformation for clients by leveraging Arsenalia’s 15 specialized Centers of Excellence, each designed to deliver exceptional customer experiences.
Now, imagine you’re part of a generation that’s grown up with smartphones in hand, used to having the world at your fingertips. You can order food, book a ride, and connect with friends — all in seconds. Now, as this generation enters the workforce and gains purchasing power, their expectations from brands are sky-high.
They don’t just want products; they want experiences. They want everything fast, personalized, and available whenever and wherever they are.
This shift in expectations is what’s driving the need for Conversational Commerce. Younger generations aren’t willing to wait around. They won’t tolerate clunky websites or long waits for customer service. They want to interact with brands as easily as they chat with friends. They expect these interactions to feel just as personal.
That’s where Conversational Commerce comes in.
It’s not just about being available on every platform; it’s about engaging customers in a way that feels natural and personal. Think of it as the digital equivalent of walking into your favorite store, where the staff knows your name, your preferences, and even that you’ve been eyeing that new gadget. But instead of a physical store, this happens right in your chat app or on the brand’s website.
The reason this is so powerful is because it matches the expectations of today’s customers. It’s responsive, it’s personalized, and it’s available at the exact moment they need it. No more searching for answers or waiting for help — everything is just a quick message away.
In a world where customer loyalty can make or break a brand, those who embrace this shift in expectations are the ones who will come out on top. By leveraging Conversational Commerce, brands can meet their customers where they are, offering not just products, but personalized experiences that build lasting relationships.
And that’s how a generational shift is reshaping the future of customer interactions, pushing brands to innovate and connect in ways they never had to before.
If you'd like to explore Conversational Commerce for your business, just schedule a call with Pierre-Olivier: https://meetings-eu1.hubspot.com/pierre-olivier-goffin
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