Blogs
How Digital Transformation is Driving the Customer Experience

Digital transformation is empowering businesses to drive customer experience more smartly. Focusing on user experience through digital transformations motivates companies to address, all the touch points and channels through which they interact with customers and through which customers encounter their products and services. Besides, digital marketing using enterprise and ecosystem data helps discover customer preferences and patterns. Based on this can model a competitive and holistic experience. Understanding of customer data and the insights derived from it drives strategy towards correct investments to yield significant ROI. Simply put, digital transformation is all about relooking at the way a company does business...

Cloud Migration Continues in CCM

CCM cloud has a long way to go so far as prioritizing content delivery to the customers is concerned. Why Cloud Migration? The “digital-first” trend in CCM is the result of the need for prioritizing social media, mobile and email content. The need for getting information to the customers whenever or wherever they want is never-ending. Cloud computing has an immense contribution in meeting this goal. With 70% of customer journey happening online, a large percentage of customer engagement happen only after customers have the knowledge about your products and services. Showcasing a brand along with the information they seek, creates the brand image. Furthermore, during the COVID-19 pandemic, the modern cloud solutions have enhanced customer experience...

Digital Transformation – The Driving and Success Factors

All business innovations are customer-driven and digital transformation is no different. Current day customers want to be “always connected” and expect relevant content anytime, anywhere, and on the channels of their choice. Therefore, the customer choice dictates the business strategy. Technology is evolving based on this demand and businesses are embracing these technologies to deliver an unmatched customer experience and create long-term customer relationship. What is Digital Transformation? The integration of digital technology into all areas of a business is fundamentally changing how a business operates and how they deliver value to their customers. According to a research conducted by IDC, before the end of 2021 two-thirds of the Global CEOs ...

Adapting Customer Experience During & After Covid-19

Your action during the challenging time of Covid-19 can determine your customers’ loyalty in future. Physical distance during Covid-19 is creating stronger human ties in society. This is the time which can build long-lasting customer loyalty or break it. During a time of unprecedented challenge Customer Communication Management (CCM) means reaching out and the pandemic is no exception Your CCM strategy today can create a lasting effect on customer trust. When the world is forced into isolation, business identity means how they deliver customer experience (CX) based on empathy, care, and concern. This can be achieved through maintaining effective customer communications. You need sound knowledge about the changing dynamics and new areas of...

Prediction: The future of CX

Predictive analytics is going to be an integral part of the future of CX! Customer retention is a big challenge in the rapidly increasing competition in business world. No wonder companies are moving more and more towards predictive analytics. An advanced branch of analytics, predictive analytics predicts future business trends. It is done by analysing the data at hand through data mining, statistics and data modelling, machine learning, artificial intelligence (AI.) Predictive analysis is expected to be the game-changer in transforming customer experience. Organizations can: Build Aspirations and Purpose through strategic planning Enable business transformation through technology and innovation Transform the business In this blog, we will explore some of the ways predictive analytics can help with a great CX...

Artificial Intelligence (AI) Emerges with CCM

AI-Powered Customer Communications Management (CCM) is fast becoming the in-thing. Bringing information to the customer across all touchpoints has always been of prime importance. The pandemic created a need for new and interactive communication channels which can be integrated with cloud computing and robotics. In this scenario, innovation with Artificial Intelligence (AI) in traditional CCM outputs is emerging to have a significant impact on the customer experience. In this blog, we will study some of the areas where AI-integration with CCM has become critical to business growth. AI Marketing solution in consumer education 70% of the buyer’s journey is occurring online and consumers educate themselves before engaging with a brand...

Data Optimization in a Best-in-Class Customer Journey

“Data alone has no value—it’s just masses of numbers or words.” ― Steven J. Bowen, Total Value Optimization. Data optimizing means managing the massive numbers or words collected through touch points: e-commerce site, social media, email, chat, or any other channel. Successful data optimization extracts the most relevant information which can speed up your business processes and thereby the business itself.  In the age of digitization, a company should try to match it's goal to it's customers goal. That means accurate understanding of customer experience to improve customer relation and maximise customer lifetime value (CLV.) A customer journey revolves around four main phrases: On-boarding/initiation Adoption or...

Role of Salesforce in Your Customer Journey

Salesforce must be a conscious choice for crushing the speed-breakers in customer journey. The steps you take with your customer during their journey with you build your customer relations. And successful customer journeys of your present customers define your business with the future ones. When does the customer journey start with your business? It starts way before they are even ready to buy and are just browsing and interacting with a brand on a website, on social media, or in person. These interactions create opinions about your company or brand. Each interaction is a little dot that adds up to and is mapped to a journey. What is Salesforce? And how can it help with your customer journey? We will explore the answers briefly in this blog...

The Customer Experience (CX) Standard Is Rising

A new reality is emerging in customer experience (CX) standards with predictive analytics (PA.) Companies are gradually moving from survey-based customer understanding to AI-driven predictions. Despite being an important tool for customer research, the survey-based measurements fail to meet the CX needs many times. Primarily, the time and effort in managing questionnaires and boosting the response rates always had a room for human error. The metrics resulting from Predictive analysis is seen to make better business progress, process, employee benefits and future investments. Predictive analytics is a category of data analytics that help businesses predict future events, behaviours and sales and marketing outcomes based on...

Building Blocks of Successful Customer Experience Transformation

What kind of experience do customers want? They: Expect to have multiple options to contact a business.  Near real-time response/solutions  Consistency of communication Their needs understood and a personalized experience Wherever necessary, they want the on-boarding process to be quick Providing all these consistently equals a great customer experience but is humanly difficult. This is where a mix of human and technology solutions helps to: Communicate through any customer-preferred channel Modern consumers like to communicate with a business across various channels based on the type of inquiry. For example, email is preferred against a statement requirement, IVR for balance inquiry; for a more complex query...

Improve Efficiency through Business Process Automation (BPA)

Business Process Automation (BPA) uses digital technology to automate repeatable tasks. BPA implements RPA or robotics for accelerating processes. Information is routed to the right person at the right time through defined rules and actions. What can BPA bring to a business? Improved productivity by reducing the time of task completion. Therefore, increases the rate of productivity of routine tasks, serves more customers within a short span, and involves employees in complex and revenue-generating tasks. Increased accuracy through rule-based actions for similar tasks without mistake and deviation. This improves quality as well as consistency. Product quality and consistent and reliable service establish a great customer...

Enabling Web Channels for a Great Customer Experience

With customer screen time increasing every day the web channel activities are also increasing. Existing and probable customers visit web channels to engage with a brand. Mobile technology has made customer engagement easier from anywhere and is helping web channels to establish and grow business through successful positioning, selling, implementing, and supporting products and services. Digital transformation has made business success easier through web channel enablement that is innovation with the state-of-art technology. These technologies: Never let your website sleep: The Internet never sleeps and so can’t your website. When you have a chat bot or Robotics bots, you can answer standardised customer queries...

Core Business Benefits of a Customer Communication Management (CCM) Platform

Customer communication management (CCM) must be a corporate Strategy. The aim is to optimise the creation, delivery, storage, and retrieval of outbound communications made by companies ─ analogue or digital using one single platform. CCM fuses with your goal of business success through fault-free customer experience. Its adoption can radically change the way your company works and communicates with customers. An end-to-end CCM platform enables your business to manage the entire communication process. It can compile all your customer data to create personalised communications for each one. The benefits are manyfold...

Why a CRM Solution Important to Acquire, Retain and Grow your Customer Base?

A sound customer relationship, constant contact with customers (potential and existing), value offered to them, and customer profitability analysis help to maximise customer's lifetime value.  Companies must revisit customer service every day because customer expectations are much higher than before. But it is a challenge in the cost-cutting scenario the companies have to operate. Some of the answers to the ‘how to’ are: Gathering customers opinion Newsletters and notifications Digital marketing on social media and multiple touch points  Maintaining great customer experience A relevant website with fresh contents The gap between the expectation and fulfilment etc.) can be filled by technology... 

10 main benefits WCMS can help your business with

Do want to manage your digital content across all channels? You need a Web Content Management System (WCMS.) As a platform/technology, WCMS empowers you to create website and eCommerce content, manage them to be effectively distributed on the web. Today’s digital marketing strategies such as email, social media, print, or any other advertisements are made through the business website. A large percentage of businesses have their own website now. Therefore, it is critical to maintain a web presence that matches the brand image. A WCMS helps companies maintain, control, change, and reassemble content on a webpage. WCMS can be cloud-based or on-premise, making it the choice for big businesses...

Role of CCM in Your Customer’s Journey

In today’s digital business space, customers’ journey must meet an effective CCM strategy. With the advancement of digital technology, customer expectations are becoming more and more demanding. Correctness, usefulness, and consistency of communications, personalization, and meeting their expectations across all channels and finally seamless delivery of communication is crucial for the #success of any business. The process is complex. It involves assembling content from numerous documents, data from various touchpoints, and stored information from core applications. Customer journeys often involve myriad communication #management tools. For example, marketing automation software or a customer experience platform may be used for...

Can RPA help you improve the customer experience for your brand?

The answer to the question in the title is “Yes.” Automation of several customer-facing tasks improves #business efficiency, hence customer experience. Robotic Process Automation (RPA) is one of the fast-growing segments that drive innovation across marketing, streamlining CRM, and improving every Customer Experience. Great User Experience is the key to any business success. As business technology RPA automates the highly repetitive and routine tasks generally performed by the knowledge workers. The employees’ free time can be used for more value-added and user-facing tasks. For example, American Fidelity reduced huge human hours of manual tasks through RPA. The drag-n-drop features of RPA solutions...

10 Main Benefits CRM Can Help Your Business With

Customer Relationship Management (CRM) is an approach that manages customer interaction; establishes and maintains a good relationship with the customers; and creates more customer engagement. CRM solutions achieve these through technology and innovation. The top-10 benefits include: 1. Deeper customer insight 2. Improved Customer Relations and Customer Experience 3. Efficient Data Management 4. Sales Prediction 5. Improved personalized customer interactions 6. Improved Customer Opportunities 7. Business risk and expense #management 8. Increased productivity 9. Better Team collaboration 10. Lasting Customer loyalty Let us see how: 1. Deeper Customer Insight: Customer data collected through...

How to Provide a Great Customer Experience and Maintain Social Distancing

The virus has forced people inside their homes. But business has to go on. The first phase prompted businesses to go online and transform digitally to keep the business going. In the new normal (second phase) a more solid approach, planning, and strategy in terms of digital transformation is required. To be competitive is still the buzzword while maintaining customer relations is now more challenging. Re-visiting the two foundations of customer loyalty —‘trust’ and ‘confidence’ is needed. For business success innovation is the need of the hour. What should be the customer service model during the new normal? Customers insight through Customer Relationship Management (CRM) solutions...

Are you a Good Brand or a Great Brand?

It is an expression of a product or service of a company and how well they have internalized their customers. It is rightly put by Lisa Gansky: “A brand is a voice and a product is a souvenir.” So what makes a good brand? – A clear focus with thorough knowledge of the target audience, competition, and USP. A brand’s identity reflects the goals which the company consistently maintains: during presales, sales, and post-sales. What is a great brand? Great brands are made out of a consistent business effort that creates a strong identity that its customers relate to. This identity remains constant over time. In 1999, Coca-Cola introduced vending machines that automatically raised prices during the summer for consumers to pay more for the ice-cold beverage. Customers were furious customers termed it...

Every Customer Connection Matters

Every purchase says a story of its own ─ the, #customerexperience with your #business. The plots of these stories are the #customerrelations you create and maintain with the mind-set that every interaction is important. The customer relation today is a lot data-driven. Data offers the capacity to gain an accurate understanding of customers through #analytics to provide even better #customer experience. This is the mantra to survive in today’s highly competitive #business scenario. Everything boils down to establishing a sound customer communication system. Customer knowledge is power and #data transforms that power into #business edge. A holistic approach to customer communication uses Customer Relationship Management (CRM) tools to ensure sound and a proper #businessintelligence tool...

How can BI help Improve Customer Experience

As per International Data Corporation, each person on earth will generate an average of about 1.7 MB of data per second in 2020. Business strategies and decisions have evolved from being data-based to data driven. Today BI solutions harness the sea of data being generated for a great customer experience. How? Data speaks and it gives the right answers to the right query. This is where effective BI solutions differ from others of the same genre. A solid Business Intelligence strategy means perfect customer data interpretation and better customer expectation management with data imaging and self-service BI. Mixed with AI, these can turn the customer management scenario cause a 180 degree. Big Data imaging or visualization tools...

Begin Your Digital Transformation Journey To Improve Customer Experience

Irrespective of whether you are a large global multinational corporation, small-medium enterprise or a startup, digital enablement drives every function of your business today. The ability to effectively communicating with your target audience, process their requests and orders, continuously keeping them informed about progress of their request and order as it progress, listening to them, quickly responding and resolving their concerns, adopting quickly to improve the processes are some of the most crucial factors for any organization to give its customers a great brand experience. This may look simple at the outset, but it may need some good systems, stringent processes and a good level of automation to achieve this...

Evolution of Customer Communication Management (CCM)

As customer expectations around instant access to up-to-date, relevant information continue to rise, the customer communications industry is evolving to satisfy their needs. For this purpose, customer communication management (CCM) has developed rapidly in the last few years, to a new, multi-channel reality. Where customer communications are used to connect latent, one-way messaging, today’s communication explications can support organisations to realise the promise of reliable, scalable, multichannel customer communications based on extensive analytics. But not all businesses have completed the evolution to mature CXM (Customer Experience Management). The Three stages of Customer Experience Management...

Isolation Economy – Forced start, current state and future

Its coming to 6 months when COVID-19 almost home arrested the mankind globally. Some societies responded quickly and managed to control the spread of pandemic while many struggled and still struggling. The impact was same for most economies and most organisations globally. To ensure a smooth running, companies allowed employees to work from home. This global pandemic did not only change the working style but also the expectations, the way to work, the way to buy, the way to sell as social distancing became the new norm. This situation forced the mankind towards the “Isolation Economy”. The isolation economy is based on the principle that people will travel less for any kind of work, rather they will mostly work from home...

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