Making “Omnichannel” Work Well:
An omnichannel model is increasingly being recognised as a critical success factor to provide customers with the flexibility they expect. However, getting the full benefits of the omnichannel model is highly dependent on leveraging smart underlying technology. Backend system integration is essential to ensure that, with multiple types of channel in place, the organisation as a whole - and particularly customer facing staff - retains an integrated, single view of product sets, service offerings, pricing, special offers and so on. Without this, there is a real danger of customers receiving inconsistent service depending on which channel they are engaging with. Deployment of modern API-led connectivity platforms can prevent silos and enable agility when implementing changes - new prices, new products, new offers - across all channels, and drive a consistent experience for every customer with every engagement.

Hyper-Personalising Customer Service: In the battle to acquire and retain customers, ensuring your service agents have accurate and real time 360 degree views of every customer is a critical success factor in delivering outstanding personalised customer service. Most businesses will usually already have considerable amounts of data about their customers - but a lot of them struggle to extract full value from this data because it is spread across multiple siloed systems and has not been consolidated to give a fully rounded view of each customer. Our data orchestration and integration capabilities can fix this. Then add in smart data analytics and AI to provide your service agents with real time advice on the next best action and you have the perfect platform for upselling, cross selling and ensuring full customer satisfaction.

A Holistic View of Customer Engagement: In a lot of market sectors there are multiple aspects that contribute to the customer’s ongoing engagement with the business. They typically include initial onboarding, account management, customer service and the ability to introduce new products rapidly to cater to emerging customer requirements. Technology is the underlying enabler for streamlining and enriching each of these. Intelligent business process automation can inject speed and agility into standard procedures such as onboarding and account management: a smart combination of integrated data orchestration, data analytics and AI can transform customer service; and migrating your systems to the cloud provides the basis for rapid development and roll out of innovative new products.

Always-On Marketing: In an attempt to keep their customers fully engaged, many organisations (both B2C and B2B) are now running Always-On Marketing (AoM) in parallel with their more traditional campaigns. Whilst the brand marketing expertise lies within your marketing team, they also need a technology partner to help them figure out what their options are for AoM and then to execute the strategy. Successful AoM is dependent on a number of core technologies being woven together to convert it from concept to operational reality - data orchestration and analytics, machine learning and applied AI, digital agents and intelligent conversation bots to name just a few - and it is this expertise that we bring to the table.