JAKARTA - XL Axiata, a subsidiary of Malaysia-based telco group Axiata and one of the largest cellular telecommunications providers in Indonesia, has partnered with MoEngage to improve customer experience by bringing more personalized, contextual and engaging content to more than 57 million users. the customer.
As part of this partnership, XL Axiata uses MoEngage to drive multi-channel customer engagement through their offerings, AxisNet and myXL. MoEngage's insights-based customer engagement platform provides XL Axiata with a deeper understanding of customer behavior and actionable analytics to increase retention at all touchpoints throughout the customer lifecycle.
By analyzing customer journeys, XL Axiata can identify end-user friction points, improve them, and ultimately, improve the experience and avoid churn. They can effectively greet customers with relevant moment-based messages that focus on preferences, behavior and even purchase history. MoEngage's contextual AI recommendation engine further helps XL Axiata optimize communication by sending the right message to the customer, at the right time and channel.
In addition to a digital-first and personalized customer experience, XL Axiata's decision to implement an insight-based engagement platform is primarily driven by its seamless integration capabilities with tools in the martech stack, including the BI/CRM/CDP platform. Apart from customer-centric capabilities, ease of creating personalized campaigns, extensive support in streamlining execution strategies, MoEngage continues to develop feature enhancements tailored to XL Axiata's needs. (LM)