my The Innovation and incubation division foraying into digital technologies and products in the experience economy (exonomy). Explore More
Do You Have a Customer 360 Program in Your Company?
A Fashion Retailer’s Customer 360 Challenge
More Global and Regional Channels and Customer’s Channel Preferences
Expansion in Asia and New Markets
Segments and Loyalty
Moving from Tactical Campaigns to Long-Lived Loyalty Management
Tactical Campaigns Lifecycle Loyalty
Increased Need to Manage Customer Transitions Between Channels, Experiences, Loyalty, Transactions, and Geographies
Store of the Future
Online and Offline Data Capture and Sharing with Partners to Elevate the Shopping Experience
The Future of Omnichannel
An Airline’s Customer 360 ChallengeInteract with guests from the passenger’s point of view
Closing, Shopping and Pricing
- Right Product, Right Channel
- Right Time, Right Guest
Booking, Waiting and Preparing
- Faster Check-In
Check-In and Airport Experience
- Last Call
- Airport Experience With Indoor Location
- In-Flight Experience
- Technical Service Alert
- Connecting Flight Information
- Customer Care, Acquisition, and Retention
A University’s Customer 360 Challenge
Strategic Planning Assumption
By 2022, 50% of large organizations will have still failed to unify engagement channels resulting in the continuation of a disjointed and siloed customer experience, lacking context.
Customer 360 Key Issues
You Need a Customer Engagement Hub
is an architectural framework that ties multiple systems together to optimally engage the customer.
allows personalized, contextual customer engagement, whether through a human, artificial agent or sensors, across all interaction channels.
reaches and connects all departments, allowing, for example, the synchronization of marketing, sales, and customer service processes.
A "Customer Engagement Hub" Enables Organizations to Align Their Processes With Customer Intent to Orchestrate a Cross-Channel, Cross-Departmental Customer Experience.