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Defining the Omni-Channel Experience

Your customers are everywhere: in brick-and-mortar stores, sitting at desktop computers at home, in the workplace, or on the go with smartphones and tablets. They connect to your business through personal contact, web sites, and social media. To meet your customer expectations and provide them a superior experience you need a cohesive approach to interact and allow them to communicate easily with you. This is the Omni-channel Experience that thrives in the digital age and with technology-savvy consumers.

When businesses think about Omni-channel they think about the problem from their point of view – to communicate their message to the customer consistently through multiple channels. Some fail to realize that Omni-channel is not about them, it is about the customer: what they wish to do, which way they want to do it, and how they wish to consume the information and the services the company offers.
Continue reading What about Omni-channel experience is going wrong today? How do we make it right?

Eduardo Silva

Eduardo has more than 16 years’ experience in the telecoms and IT industry, shaping next generation technology introduction and transformation. Currently leading Intense Technologies’ European region, he is invested in customers’ success with their digital customer experience to create more focused customer-oriented organizations.

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Accelerating the Digitization of Business Processes

By McKinsey & Company

McKinsey & Company says that companies like Apple & Amazon deliver products & services swiftly; with a seamless digital customer experience has raised the bar of user expectations. Customer wants their services from utility to bank operations to be done instantly. Customer would pay a premium for digitization of business processes that are around-the-clock available, real-time fulfillment, with a personalized treatment, global consistency, and zero errors.

Digital Customer Experience with Process Automation

To meet such demands companies should not only digitize a single business process but reinvent the entire business process by reducing the number of steps, go paperless, faster query resolution, automated decision making, dealing with regulatory and fraud issues, etc. Such organizational changes results in reduced operating costs, and 90% of turnaround time.
Continue reading Accelerating the digitization of business processes

In10stech

Our enterprise software products are used globally by Fortune 500s for digitalization of customer experience life-cycle, resulting in greater customer-centricity and reduced operational expenses

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