Enhancing CX through Connected Intelligence
In 2014, the average customer journey had more than nine interactions across the organizations to deliver personalized customer experiences and derive insights. Now, organizations provide anywhere from 20 to 500, depending on the offering. Today, the customer journey is much more complex, with multiple channels and touchpoints from the discovery phase to the final purchase and post-purchase phases. While this poses challenges for enterprises, it also gives them more opportunities to forge more meaningful relationships with potential and existing customers.
Customers feel disconnected / Customer experiences miss the mark
Most businesses now use multi-cloud infrastructure and environments, deploy AI and ML technologies, and invest in scalable and intelligent data collection, storage, and analytics tools. This gives them the ability to offer hyper-personalization and improved customer experiences. However, more than 50% of consumers say personalization tends to feel off-target and doesn’t meet their needs or preferences, and 60% of customers say it feels like they are communicating with separate departments, not one company. Many organizations struggle with integration and in-depth analysis of data from disparate technology platforms and applications like data warehouses, data lakes and lake houses integrations with their complete MarTech stacks. This siloed data, combined with gaps in data analysis and inefficient use of AI and ML technologies, makes it challenging for them to deliver seamless customer experiences and scalable customer journeys in real-time from their existing tech stacks.
Our organization is striving to deliver excellence in this MarTech landscape by consolidating the best practices from multiple industries and deploying advanced use cases to accelerate growth for brands and clients. This has been possible to achieve with Connected Intelligence. It is a 360-degree solution for enterprises, enabling key capabilities like:
End-to-end customer journeys across all the digital channels at real-time
Personalization at scale through advanced data integration and AI/ML frameworks
Real-time decisioning and customer engagement strategies to deliver growth
Intelligent content delivery with powerful insights across all the channels
Transforming customer experience across business operations
Connected Intelligence comprises connected data, connected content, and connected decisions that ensure every interaction is informed and insightful, every engagement is personalized, and next best actions are delivered in real-time while adhering to strict privacy standards and protocols.
Connected Intelligence can bring significant value to several real-world marketing use cases and existing applications:
Banks can adopt Connected Intelligence to analyze transaction data, financial behaviors, and life events (such as buying a house on home loan) and offer personalized financial advice offers across all digital channels and touchpoints of customer to anonymous and known customer profiles. By combining insights from multiple data sources, such as spending patterns, investment portfolios, and credit scores from different tech legacy, on-prem or cloud platforms, banks can recommend tailored savings plans, investment strategies, and loan offers for every individual in a personalized manner. For instance, a customer can send an enquiry for a loan on the banking mobile app with a dynamic form populated based on customer previous interactions, history and transactional data. They can then seamlessly continue their application process at a bank branch or through a call centre without needing to repeat information, as the bank would have a cohesive 360 view of the customer’s interactions across various channels. This will help expedite the loan sanction process and reduce paperwork.
The Connected Intelligence (CI) advantage
By unifying data from multiple sources and applying advanced AI/ML analytics, Connected Intelligence can help enterprises uncover hidden patterns between marketing activities and customer outcomes. This will enable them to develop more informed marketing strategies and tactics. Enterprises can gain a deeper understanding of customer preferences and behaviours and anticipate market shifts using data-driven insights. This intelligence can be leveraged to curate and deliver personalized assets at scale across all channels, elevating customer delight and enhancing the Return on Investment (ROI) of marketing initiatives.
Connected Intelligence drives superior customer interactions by synchronizing customer data across online, in-store, contact center and mobile platforms and applying advanced self-learning and machine learning models. For instance, an insurance or telecom company can leverage Connected Intelligence to adjust their prices dynamically based on real-time factors such as demand, competitor pricing, and customer’s browsing patterns and historical data.
At Areteans, we leverage Pega’s Customer Decision Hub and Connected Marketing Platform, which optimizes real-time customer journeys and can help to scale your customer engagement strategies. It delivers relevant next best actions that enhance engagement, proactively address issues and generate product and service recommendations, ensuring every customer experience is as impactful as it is personalized.
With Connected Intelligence, organizations can manage the complexities of the modern customer journey. Our Connected Intelligence solution includes a Customer Data Platform (CDP) powered by Tealium, OPMG’s Marketing Analytics Platform and Omni and Pega-based Customer Decisioning Hub (CDH) to empower enterprises to deliver hyper-personalized customer experiences, drive higher ROI, and maximize customer lifetime value (CLV).
Contact us today to begin your transformation journey.