What about Omni-channel experience is going wrong today? How do we make it right?

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.
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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.

Go beyond insights from big data, act on them to build business agility

big data

We all know that the ability to make quick decisions that will positively impact customer experience is critical in today’s ‘age of the customer’. Having a clear understanding of their demands and interests is crucial if you wish to get their mind share. Most companies have invested in big data technologies to help them derive insights to tailor personalized and context relevant experiences to their customers.

“In a Gartner survey of 437 members, the proportion of companies investing or planning to invest in big data is at 76%, 3 percentage points higher than 2014″

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Eduardo Silva

How Analytics Can Help you Drive Customer Centricity

Using Analytics to Drive Customer Centricity

Much attention and discussion today is focused on “big data” and how it can be used to various advantages by business. Every credit card transaction or online transaction processing function generates data that can provide you with valuable information about your customers. Traditionally businesses obtained information collectively after-the-fact in a batch mode that provided some level of insight to past activities. But competitive markets require business agility that responds quickly to changing customer demographics and the need to interact effectively with the customer. Businesses that commit to a customer-centric culture and strategy will realize competitive advantages in numerous ways including:

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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

Analytics-driven Customer Acquisition, Insights, and Engagement

Analytics-driven Customer Relationships

How can Business benefit from Analytics-driven Customer Relationships?

Customer analytics have become a critical tool in acquisition and retention of today’s technically-savvy consumers. By combining data from multiple sources related to customer interaction and sales, marketing teams can focus on current and future customers with the most potential for anticipated revenues. Predictive analysis can detect evolving trends that allow executives and marketing to formulate business plans to take advantage of these indicators. There are some basic initial steps that need to be taken to gain this competitive advantage through analytics-driven customer information:

Collect customer information related to profile (address, demographics), purchase history, and other interaction with the company.
Build a 360 degree view of the customer through transformation of data into real information.
Through analytics generate customer insight and ranking based on purchases, payments, etc.

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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

Unified view of all customer engagement systems

Various relationships between applications, customer data management, processes and business users are a complex puzzle that various enterprises want to solve. When a business user needs a holistic view of customer, he/she has to log into various applications that again have data stored in various sources and various processes are involved. This manual and exhausting procedure is blocking the capabilities of various business stakeholders like

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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