Embrace Multiexperience for Improved CX

Rainbow for Multi-Experience

Technologies for Multi-Experience (MX) based Customer Journeys. Cross-channel and Omnichannel approaches have been around for a long time, yet most organizations have not delivered on its promise of seamless and a unified customer experience. It’s time for brands to embrace MultiX for creating signature CX across digital touchpoints and interaction sets.

Rainbow CX Practice at Virtuos delivers a few dozens of technologies that are stitched together to offer CX Continuum, support channel-agnostic design, deliver seamless integration and drive CX Innovations.

The traditional channels of engagements are not aligned with the dynamic and transient Customer Journeys. Organizations need to shift Investments away from traditional channels and channel-focused teams.

Rainbow CX helps organizations in designing new Multi-Experience (MX) Journeys for customers using Mesh App and Service Architecture (MASA) - the fundamental architectural capabilities that enable the implementation of CX Strategy.

Rainbow MX Technologies Stack

Modern MX (part of CX Ecosystem) should support the trend of headless, API-centric systems such as commerce and content management platforms. New multi grained services can also be built to fill in the gaps of existing CRM, marketing, and commerce capabilities. The C-Suite leaders must implement MASA to effectively support the growing number of fit-for-purpose app experiences for different customers, and even employees, working with different types of devices, touchpoints, and modalities.

The scope of Multi-Experience (MX) is constantly changing as the organizational processes change and usually delivered across five and more areas.

Touch MX

Sensory models such as touch (haptic feedback), Workplace technologies, Airports, Hospitality, and Retail showrooms with AR, VR, and IOT support touch for MX.

Gestures MX

Gesture control, Gesture recognition or handheld controllers provide hand and body tracking. Digital wearables such as rings, Employee ID badges support gestures.

Chat MX

Chat with touch and gestures, integrated Knowledge base and AI support the modern applications involving MX. Chatbots also deliver humanized Multi-Experience.

Voice MX

Signals from voice and expression to gesture and touch are tracked. Voice MX includes the tone, intensity, and pitch denote the expression and intent of interactions.

Vision MX

Advanced cameras using augmented AI, machine vision, OCR, image recognition, pattern recognition, facial recognition, edge detection and motion detection.

Other MX

Sensory channels will support advanced capabilities such as emotion detection through facial expression analysis and human health status through olfactory (smell) analysis.

Rainbow for connected CX and EX

The cohesive and seamless connection between Employees and Customers. Employee experience (EX) can negatively influence operational performance and customer experience (CX) when employees are not personally invested in their jobs and organization. Rarely do we hear of omnichannel thinking being applied to help employees, other than funneling customer interactions to contact center employees.

Rainbow CX by Project

CXNow Transformation involves dozens of CX Technologies for various disciplines of Experience Continuum. Typically these projects include reconfiguring customer processes, creating a single view of the customer or developing CXM strategy with a view of creating "Multi-Experience Organization". From our experience and Gartner’s research, we offer seven types of CX Projects that are prevalent.

1-4
Types
5-7
Types

1Listen, Think, Do

Collect Feedback
Multichannel collection
Real-time alerts and actions
-
Analyze Opinion
Value analysis
Market research
Segmentation Propensity modeling
Start a Conversation
Expectations setting
Capturing intent
Manage dialogue

2From Out to In

Find Moments of Truth
Process modeling
Identify the weakest link
Automate and escalate
Redesign Processes
Quality controls
Trading efficiency and experience
Segmentation Propensity modeling
Adapt in Real Time
Real-time rerouting
Analytical-driven process decisions
-

3Act as One

Achieve Consistent Experiences
Single view of customer
Recognition
-
Share Answers
Knowledge management
Skills inventory
Better search
Multichannel Availability
Multichannel integration
Device-independent interaction
-

4Open Up

More Accessible
Self-service
Track for customer
Add channels
Demonstrate Trust
Honor privacy
Share data
Use only what you need
Encourage Participation
Review and comparison
Communities
Social networks

5Get Personal

Personalize Products
Configure to order
Mass customization
New product development
Customize Offers
Bundling product/service
Personal pricing
-
Stripped-Down Simplification
One size fits all
Standardization and scale
-

6Alter Attitudes

Empower Employees
Education and training
Cultural values
Ownership of the experience
Recruit Differently
Profiling the personalities
Balance teams
Recruit to brand
Make Clear the Responsibility
Governance and policing
Responsibility
Compensation and contracts

7Design Better

Have a Strategy
Executive enlightening
Ideal and real experiences
Program and project plans
Brand Execution
Values and promise
Reputation
Communication
Design the Experience
Benchmark usability and empathy
Digital design cool
-

Prof Services Contact Us

Source: Gartner

Rainbow CX Technologies Stack

Rainbow CX is all about delivering exemplary multi-experience by working on the vision of Organization 360 and Customer 360 with the help of technologies such as accelerators, tools, and extensions; frameworks; and industry leading integrations from our Relationware domain practice.

CRM and CX Portfolio

CRM/CX Technologies and their functionality falls into five main categories: sales, marketing, customer service, field service, and e-commerce, as well as several cross-CRM applications.

CX Cookbook by Rainbow

Customers look for quick fixes to manage CX Continuum by searching for accelerators, integrations, apps, connectors, and other elements from a variety of sources. Rainbow presents CX CookBook on how to do it quickly.

Digital Process Automation

Ensure executive alignment with how process automation supports a common strategic vision of an organization. Vivacis portfolio includes RPA, CLM, CPQ, Quote-to-Cash, DPA, and ERP Stack.

Rainbow FreshCX

Startups and SMB needs a fresh start for delivering CX on shoe-string budgets. FreshCX is a portfolio of few niche and cool CRM technologies handpicked from the most innovative companies.

RAINBOW DELIVERS DIFFERENTIATED CX STRATEGY

Rainbow CX is a collection of smart technologies for CX Continuum. Chief Product Officers and Other C-Suite love what we are doing to aggrandize and enrich your CX.

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