Customer Engagement
Enabling the customer experience to a proactive model across both traditional & emerging channels

Envision

Define the Customer Engagement Roadmap

The Customer Journey

Customer Engagement aims to enhance the level of engagement and experience with customers by introducing industry-leading capabilities to implement a proactive engagement model, increase customer insight, interact with customers in the right ways at the right times, and develop lasting positive experiences that drive customer acquisition, retention and loyalty.

The result is a more robust and actionable understanding of the customer across the entire journey.

From Vision to Planning

 
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Establish

Prioritize Customer Engagement Capabilities and Initiatives

Themes & Capabilities

Sales

  • Social Media
  • Advanced Analytics
  • Customer Management
  • Real Tim Usage / Analytics
  • Prospect Management
  • Predictive Decisions

Service

  • Product Master
  • Next Best Action
  • Cross Sell / Up Sell
  • Customer Insights
  • Pricing
  • Right Offer, Right Time
  • Social Media

Marketing

  • Channel Enablement
  • Data Enablement
  • Survey Usability
  • System Campaigns
  • Creative Authoring
  • Content Management
  • Customer
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Initiatives

Customer Acquisition

Build system to intake and process consumer data from vendors. Suppress existing customers and undesirables to generate a database of qualified prospects. Configure the campaign management system to support prospect segmentation and acquisition marketing campaigns

Customer Interaction

Provide a single platform for customer data that can be leveraged to analyze and react to customer interactions Enable data, offer leading analytical capabilities, and integrate with front end applications and other service consumers.

Customer Data and Analytics

Provide a single platform for customer data that can be leveraged to analyze and react to customer interactions. Enable data, offer leading analytical capabilities, and integrate with front end applications and other service consumers

Customer Service

Analyze captured customer touches and deliver enhanced capabilities to better understand and fulfill each customer’s needs. Develop architecture and integrate with CRM modules for real time offers, cross-sell and up-sell, service management, products, pricing, and enhanced social proof of concept
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Enable

Implement Platforms, Processes and Channels

Channels

  • Web
  • Care
  • Retail
  • Indirect Sales
  • Mobile
  • Direct Sales
  • Social
  • Message

Platforms

  • Sales / Service / Marketing
  • Real Time Recommendations
  • Customer Segmentation
  • Business Intelligence
  • Analytics
  • Data Visualization

Integration

  • Webservices
  • CRM Integration
  • Social Media Integration
  • Real Time Responses
  • Offer Scheduling
  • Middleware
  • Data Services

Customer Data

Business Process Transformation

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Engage

Engage Customers with leading Capabilities and Tools

The Customer Service Call-Center Prototype

The customer service protype enables compelling and focused information architecture, visual, and interaction design which is customizeable to your purposes. This prototype focuses specicially on telecom, but has been designed for easy re-use.
 

Customer Trends and Data Visualization

Customer Interaction Tools Across Channels

Real Time Campaign and Offer Management

Analytics Based Offers and Actions

Prospect Recognition and Acquisition

Executive Sales, Marketing & Service Analytics Tools