A Fashion Retailer’s Customer 360 Challenge
More Channels
More Global and Regional Channels and Customer’s Channel Preferences
Omnichannel Complexity
Expanding Geographies
Expansion in Asia and New Markets
Regional Global
Segments and Loyalty
Moving from Tactical Campaigns to Long-Lived Loyalty Management
Tactical Campaigns Lifecycle Loyalty
Customer Transitions
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 Challenge
Interact with guests from the passenger’s point of viewClosing, 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
- In-Flight Experience
Post Flight
- 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
Across Systems
is an architectural framework that ties multiple systems together to optimally engage the customer.
Across Channels
allows personalized, contextual customer engagement, whether through a human, artificial agent or sensors, across all interaction channels.
Across Departments
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.