An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
Achieving Contact Center Goals Through Dynamic SchedulingCalabrio
Better. Faster. Smarter. These are the hallmarks of contact centers intent on seizing every opportunity to accelerate performance. Their ultimate goal: freeing the voice of the customer and improving customer satisfaction.
An enterprise wide information backbone for 4W & 2W dealerships, which encompasses all the branches and all users who are part of the dealership. Provides an accurate source of information related to each and every customer and their entire interaction lifecycle with the dealership.
Provides insights into data points which were hitherto undiscovered and were buried within your existing data.
For a FREE and no-obligations demo & consultation please contact us at -
Email - enquiry@crosscode.in
Call - +91.99169.65415
Achieving Contact Center Goals Through Dynamic SchedulingCalabrio
Better. Faster. Smarter. These are the hallmarks of contact centers intent on seizing every opportunity to accelerate performance. Their ultimate goal: freeing the voice of the customer and improving customer satisfaction.
An enterprise wide information backbone for 4W & 2W dealerships, which encompasses all the branches and all users who are part of the dealership. Provides an accurate source of information related to each and every customer and their entire interaction lifecycle with the dealership.
Provides insights into data points which were hitherto undiscovered and were buried within your existing data.
For a FREE and no-obligations demo & consultation please contact us at -
Email - enquiry@crosscode.in
Call - +91.99169.65415
This presentation is about -
Introduction to the Cloud Computing ,
Evolution of Cloud Computing,
Comparisons with other computing techniques fetchers,
Key characteristics of cloud computing,
Advantages/Disadvantages,
For more details you can visit -
http://vibranttechnologies.co.in/salesforce-classes-in-mumbai.html
Digital Transformation Road Map for Customer Service with Dynamics 365Manish Chauhan
Dynamics 365 for Customer Service: Digital Transformation Road Map for Customer Service with Dynamics 365. Drive digital transformation with a new approach to customer relationship management (CRM) solutions for a comprehensive view of your customers.
At Gunaatita, we are a trusted Microsoft BizSpark startup end-to-end Software solutions & Web development Company that provides excellent services in Enterprise mobility solutions, Software product engineering, Content Management System, CRM and Mobile applications using Java & .Net Technologies. We are committed to provide great value to our customers as a trusted offshore partner with our experience and expertise in cutting edge technology and highly process oriented execution.
Our main services include:
. Website Design and Development
. Enterprise Portal Development
. Mobile App Development (Android)
. E-commerce Solutions
. Service API development
CRMNEXT enables a digital platform empowered with AI driven digital journeys and processes that makes managing risk and serving customers immensely rewarding. Insurers can easily manage leads, resolve claims quickly, provide excellent customer serviceand personalize communication with clients in a single platform.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Municipal
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Antony Adelaar
This is the slideware used in a live inQuba & Microsoft webinar hosted on the 23rd of September 2020.
Recording here: https://youtu.be/J89zWhnpCb4
Do you want to learn how to use digital platforms in the FSI industry to stay relevant to your customers in the Digital Economy?
Join inQuba MD, Trent Rossini, and Microsoft FSI Sales Lead, Servaas Venter, in an upcoming webinar, where you’ll learn:
• When and why customers are likely to lapse
• How to nudge customers to achieve their signup goals
• The actions you can take to retain high risk customers
• How to obtain continuous customer feedback during their journey
• How to augment your legacy systems with modern digital platforms
• How to kick off conversion and retention programmes for your customers
Learn how to redefine the delivery of Financial Services client journeys that customers LOVE!
Customer Experience: Getting past the Barriers to Successsuitecx
This short thought leadership piece describes several barriers to success in Customer Experience (CX) programs and how to move beyond them with the right resources, tools and strategies.
As Europe's leading economic powerhouse and the fourth-largest hashtag#economy globally, Germany stands at the forefront of innovation and industrial might. Renowned for its precision engineering and high-tech sectors, Germany's economic structure is heavily supported by a robust service industry, accounting for approximately 68% of its GDP. This economic clout and strategic geopolitical stance position Germany as a focal point in the global cyber threat landscape.
In the face of escalating global tensions, particularly those emanating from geopolitical disputes with nations like hashtag#Russia and hashtag#China, hashtag#Germany has witnessed a significant uptick in targeted cyber operations. Our analysis indicates a marked increase in hashtag#cyberattack sophistication aimed at critical infrastructure and key industrial sectors. These attacks range from ransomware campaigns to hashtag#AdvancedPersistentThreats (hashtag#APTs), threatening national security and business integrity.
🔑 Key findings include:
🔍 Increased frequency and complexity of cyber threats.
🔍 Escalation of state-sponsored and criminally motivated cyber operations.
🔍 Active dark web exchanges of malicious tools and tactics.
Our comprehensive report delves into these challenges, using a blend of open-source and proprietary data collection techniques. By monitoring activity on critical networks and analyzing attack patterns, our team provides a detailed overview of the threats facing German entities.
This report aims to equip stakeholders across public and private sectors with the knowledge to enhance their defensive strategies, reduce exposure to cyber risks, and reinforce Germany's resilience against cyber threats.
More Related Content
Similar to How to Achieve World Class Customer Experience through Insightful IT
This presentation is about -
Introduction to the Cloud Computing ,
Evolution of Cloud Computing,
Comparisons with other computing techniques fetchers,
Key characteristics of cloud computing,
Advantages/Disadvantages,
For more details you can visit -
http://vibranttechnologies.co.in/salesforce-classes-in-mumbai.html
Digital Transformation Road Map for Customer Service with Dynamics 365Manish Chauhan
Dynamics 365 for Customer Service: Digital Transformation Road Map for Customer Service with Dynamics 365. Drive digital transformation with a new approach to customer relationship management (CRM) solutions for a comprehensive view of your customers.
At Gunaatita, we are a trusted Microsoft BizSpark startup end-to-end Software solutions & Web development Company that provides excellent services in Enterprise mobility solutions, Software product engineering, Content Management System, CRM and Mobile applications using Java & .Net Technologies. We are committed to provide great value to our customers as a trusted offshore partner with our experience and expertise in cutting edge technology and highly process oriented execution.
Our main services include:
. Website Design and Development
. Enterprise Portal Development
. Mobile App Development (Android)
. E-commerce Solutions
. Service API development
CRMNEXT enables a digital platform empowered with AI driven digital journeys and processes that makes managing risk and serving customers immensely rewarding. Insurers can easily manage leads, resolve claims quickly, provide excellent customer serviceand personalize communication with clients in a single platform.
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Municipal
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
~ 𝗧𝗼𝗻𝗴𝘀𝗮 𝗚𝘂𝘆
Book:- https://amzn.to/3XsVTz2.13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our st
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Antony Adelaar
This is the slideware used in a live inQuba & Microsoft webinar hosted on the 23rd of September 2020.
Recording here: https://youtu.be/J89zWhnpCb4
Do you want to learn how to use digital platforms in the FSI industry to stay relevant to your customers in the Digital Economy?
Join inQuba MD, Trent Rossini, and Microsoft FSI Sales Lead, Servaas Venter, in an upcoming webinar, where you’ll learn:
• When and why customers are likely to lapse
• How to nudge customers to achieve their signup goals
• The actions you can take to retain high risk customers
• How to obtain continuous customer feedback during their journey
• How to augment your legacy systems with modern digital platforms
• How to kick off conversion and retention programmes for your customers
Learn how to redefine the delivery of Financial Services client journeys that customers LOVE!
Customer Experience: Getting past the Barriers to Successsuitecx
This short thought leadership piece describes several barriers to success in Customer Experience (CX) programs and how to move beyond them with the right resources, tools and strategies.
As Europe's leading economic powerhouse and the fourth-largest hashtag#economy globally, Germany stands at the forefront of innovation and industrial might. Renowned for its precision engineering and high-tech sectors, Germany's economic structure is heavily supported by a robust service industry, accounting for approximately 68% of its GDP. This economic clout and strategic geopolitical stance position Germany as a focal point in the global cyber threat landscape.
In the face of escalating global tensions, particularly those emanating from geopolitical disputes with nations like hashtag#Russia and hashtag#China, hashtag#Germany has witnessed a significant uptick in targeted cyber operations. Our analysis indicates a marked increase in hashtag#cyberattack sophistication aimed at critical infrastructure and key industrial sectors. These attacks range from ransomware campaigns to hashtag#AdvancedPersistentThreats (hashtag#APTs), threatening national security and business integrity.
🔑 Key findings include:
🔍 Increased frequency and complexity of cyber threats.
🔍 Escalation of state-sponsored and criminally motivated cyber operations.
🔍 Active dark web exchanges of malicious tools and tactics.
Our comprehensive report delves into these challenges, using a blend of open-source and proprietary data collection techniques. By monitoring activity on critical networks and analyzing attack patterns, our team provides a detailed overview of the threats facing German entities.
This report aims to equip stakeholders across public and private sectors with the knowledge to enhance their defensive strategies, reduce exposure to cyber risks, and reinforce Germany's resilience against cyber threats.
StarCompliance is a leading firm specializing in the recovery of stolen cryptocurrency. Our comprehensive services are designed to assist individuals and organizations in navigating the complex process of fraud reporting, investigation, and fund recovery. We combine cutting-edge technology with expert legal support to provide a robust solution for victims of crypto theft.
Our Services Include:
Reporting to Tracking Authorities:
We immediately notify all relevant centralized exchanges (CEX), decentralized exchanges (DEX), and wallet providers about the stolen cryptocurrency. This ensures that the stolen assets are flagged as scam transactions, making it impossible for the thief to use them.
Assistance with Filing Police Reports:
We guide you through the process of filing a valid police report. Our support team provides detailed instructions on which police department to contact and helps you complete the necessary paperwork within the critical 72-hour window.
Launching the Refund Process:
Our team of experienced lawyers can initiate lawsuits on your behalf and represent you in various jurisdictions around the world. They work diligently to recover your stolen funds and ensure that justice is served.
At StarCompliance, we understand the urgency and stress involved in dealing with cryptocurrency theft. Our dedicated team works quickly and efficiently to provide you with the support and expertise needed to recover your assets. Trust us to be your partner in navigating the complexities of the crypto world and safeguarding your investments.
Explore our comprehensive data analysis project presentation on predicting product ad campaign performance. Learn how data-driven insights can optimize your marketing strategies and enhance campaign effectiveness. Perfect for professionals and students looking to understand the power of data analysis in advertising. for more details visit: https://bostoninstituteofanalytics.org/data-science-and-artificial-intelligence/
Techniques to optimize the pagerank algorithm usually fall in two categories. One is to try reducing the work per iteration, and the other is to try reducing the number of iterations. These goals are often at odds with one another. Skipping computation on vertices which have already converged has the potential to save iteration time. Skipping in-identical vertices, with the same in-links, helps reduce duplicate computations and thus could help reduce iteration time. Road networks often have chains which can be short-circuited before pagerank computation to improve performance. Final ranks of chain nodes can be easily calculated. This could reduce both the iteration time, and the number of iterations. If a graph has no dangling nodes, pagerank of each strongly connected component can be computed in topological order. This could help reduce the iteration time, no. of iterations, and also enable multi-iteration concurrency in pagerank computation. The combination of all of the above methods is the STICD algorithm. [sticd] For dynamic graphs, unchanged components whose ranks are unaffected can be skipped altogether.
Opendatabay - Open Data Marketplace.pptxOpendatabay
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Leverage these privacy-preserving datasets for training and testing AI models without compromising sensitive information. Opendatabay prioritizes transparency by providing detailed metadata, provenance information, and usage guidelines for each dataset, ensuring users have a comprehensive understanding of the data they're working with. By leveraging a powerful combination of distributed ledger technology and rigorous third-party audits Opendatabay ensures the authenticity and reliability of every dataset. Security is at the core of Opendatabay. Marketplace implements stringent security measures, including encryption, access controls, and regular vulnerability assessments, to safeguard your data and protect your privacy.
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Empowering the Data Analytics Ecosystem: A Laser Focus on Value
The data analytics ecosystem thrives when every component functions at its peak, unlocking the true potential of data. Here's a laser focus on key areas for an empowered ecosystem:
1. Democratize Access, Not Data:
Granular Access Controls: Provide users with self-service tools tailored to their specific needs, preventing data overload and misuse.
Data Catalogs: Implement robust data catalogs for easy discovery and understanding of available data sources.
2. Foster Collaboration with Clear Roles:
Data Mesh Architecture: Break down data silos by creating a distributed data ownership model with clear ownership and responsibilities.
Collaborative Workspaces: Utilize interactive platforms where data scientists, analysts, and domain experts can work seamlessly together.
3. Leverage Advanced Analytics Strategically:
AI-powered Automation: Automate repetitive tasks like data cleaning and feature engineering, freeing up data talent for higher-level analysis.
Right-Tool Selection: Strategically choose the most effective advanced analytics techniques (e.g., AI, ML) based on specific business problems.
4. Prioritize Data Quality with Automation:
Automated Data Validation: Implement automated data quality checks to identify and rectify errors at the source, minimizing downstream issues.
Data Lineage Tracking: Track the flow of data throughout the ecosystem, ensuring transparency and facilitating root cause analysis for errors.
5. Cultivate a Data-Driven Mindset:
Metrics-Driven Performance Management: Align KPIs and performance metrics with data-driven insights to ensure actionable decision making.
Data Storytelling Workshops: Equip stakeholders with the skills to translate complex data findings into compelling narratives that drive action.
Benefits of a Precise Ecosystem:
Sharpened Focus: Precise access and clear roles ensure everyone works with the most relevant data, maximizing efficiency.
Actionable Insights: Strategic analytics and automated quality checks lead to more reliable and actionable data insights.
Continuous Improvement: Data-driven performance management fosters a culture of learning and continuous improvement.
Sustainable Growth: Empowered by data, organizations can make informed decisions to drive sustainable growth and innovation.
By focusing on these precise actions, organizations can create an empowered data analytics ecosystem that delivers real value by driving data-driven decisions and maximizing the return on their data investment.
How to Achieve World Class Customer Experience through Insightful IT
1. Whitepaper
How to achieve World Class Customer Experience
through insightful IT and Data
Right aligned technology, data, people and process enabling world
class customer experience
The top companies who have consistently achieved the highest rankings for customer experience have followed a
similar patterned approach for designing developing, integrating and deploying smarter technology solutions by
leveraging the massive IT investments they have made over the years.
In today’s fast paced and dynamic technology enabled service centric world, the demand to have a trained and
customer focus employees is of utmost importance. Moreover, when you are lacking with consistent information about
your customer and the next prospect cycle.
World class customer experience is primarily enabled and powered by smart technology and data management
solutions. Excellence in Customer Experience translates into higher revenues, stronger loyalty, and market dominance.
Predominately these solutions are integrated and deployed to provide the employees and non-human representatives
such as websites, mobile applications, call center IVRs with the same unified, current and accurate picture of the
customer profile, activity, and mood.
This field has evolved to take a top strategic place with the biggest corporations in the world, and is referred as
Customer Experience management (CEM). Most of the fortune 500 companies have established an entire function
around CEM, with a Chief Customer Experience Office at the helm.
2. www.xavient.com
2 | P a g e
In this white paper I have outlined several key objectives which should be considered and the technology to attain the
optimal customer experience state for your business.
TO UNDERSTAND HOW THE CUSTOMER EXPERIENCE IS DEFINED, AND MEASURED
“If you can’t measure it you can’t manage it.” - Peter Drucker
The above reference is directly applicable to the practice and pursuit of optimal customer experience and satisfaction.
This is accomplished by leveraging time and motion studies, industry measurements, benchmarks, and metrics to
yielding the desired level of customer experience.
WHAT IS CEM AND WHY ITS DIFFERENT FROM CRM
The classic definition of CEM is the collection of processes a company uses to track, oversee and organize every
interaction between a customer and the organization throughout the customer lifecycle.
Identify the Gaps How much to invest
Find optimal solution to achieve
the right level of performance
3. www.xavient.com
3 | P a g e
The difference between CM (Customer Relationship Management) and CEM (Customer Experience Management)
CRM CEM
TO KNOW YOUR CUSTOMER BETTER – MAP THEIR JOURNEY – TRANSLATION INTO THEIR REAL WORLD
Engagement
and association
from all touch
points
About
their Real
World
Experienc
e
Discover
what they
expect
from you
You must know precisely what was offered or promised to your customers in every situation and from any touch
point or employee, and deliver consistently to exceed that promised expectation.
Smart IT Solutions are required for unified and correlated
customer notes and service / order status from all
sources
Chat sessions
Interactive notifications
Web transactions
IVR
CSR’s
Call centers
Point of sale agents
Kiosks
Mailings and Personalized correspondence
1
4. www.xavient.com
4 | P a g e
TECHNOLOGY ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
CONSISTENCY AND ATTENTION TO DETAILS
Attention to details and quality in the delivery and support of products and services is of utmost importance. This is
achieved through the deployment and integration of smart IT communication and service delivery solutions that enables
consistent and standardized messaging and provisioning of service. This is also highly dependent on the
Deploy smarter customer profiling to enable
more relevant interaction either when resolving
problems, or when targeting for upsell
campaigns.
Leverage latest caller ID and Text ID
technology to present call purpose content to
customers instead of them seeing an inbound
800 number which they will never answer.
Calling them to know that there is potential fraud or identity
theft, or that an order has shipped or is delayed, will get
answered when they know who’s calling and why. For
example: A technician is en-route requiring a confirmation
call preventing truck roll reschedule (Costly in opex and
customer satisfaction).
2
Ability to deploy an accurate and current model of your customers wants, needs, history, value, loyalty
and likelihood to churn, among others.
Ability to ensure that a unified and standard view of customers profiles and activity is presented through
a common services layer to all user interfaces ranging from websites, to mobile apps to the Call center
CRM, to the IVR just to name a few.
5. www.xavient.com
5 | P a g e
DATA ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
SELF-SERVICE AND EXPERIENCE CONTROL
Transparency and real-time interaction on status or service and orders among others like notifications and geo fencing.
Uber does this well with tier geo fencing using Google map technology to provide full transparency and control
over the service delivery..
Customer Self Service results in higher customer satisfaction, and control over the experience.
3
Top customer centric companies have achieved the highest levels of
service and product delivery through the deployment of advanced
training simulators close to real world applications, through data life
cycle management and modeling, and through standardization of
delivery services.
One of the key success factors has been enable through the
implementation of a common single middleware layer for all
customer data presentation to touch all points, eliminating
inconsistencies and in accuracies resulting in poor customer
experience.
6. www.xavient.com
6 | P a g e
APPS AND ANALYTICS ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
SENTIMENT ANALYSIS AND CUSTOMER EXPERIENCE MODE GAUGE
Know current and historical customer mood and opinion of your company, products, and services and leverage that
information through smart technology to identify actionable recommendations to move dial to green. Most companies
already have all of this data, and the technology which captured and stores it, the challenge is in extracting, correlating,
and making sense of it all to get customer situational awareness, leading to proactive action recommendations to head
off a move of the mood gauge to the left.
Self-diagnostics tools and dashboards showing bandwidth speeds
Network status outages planned and unplanned
Resolution steps and expected duration
4
7. www.xavient.com
7 | P a g e
TREND ENABLED GREAT CUSTOMER EXPERIENCE SOLUTIONS THROUGH SENTIMENT ANALYSIS
ANTICIPATION OF CUSTOMERS’ NEEDS AND ALIGNED OFFERS
Anticipation of customers’ needs and delivery of relevant and aligned offers. For Examples, Discovery and
recommendation engines, such as Netflix, which can apply to any product and service organization.
DATA MODELED ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
Sentiment data
collection
Correlation and
Processing
Analytics
Presentation to
dashboards and
reports
Recommendation
engines for offer
generation
5
Customer profiling data models which align to product and service and pricing
Discovery and recommendation engines and service consumption monitoring
8. www.xavient.com
8 | P a g e
STRONG PERCEPTION OF VALUE AND PERSONALIZATION
Services, Product offerings, plans and upgrades customized to the customer needs like big data analytics,
customer profiling and recommendation engines.
Proactive service affecting customer experience - correlation of network performance to subscribed services,
value and loyalty and churn preventative actions
6
9. www.xavient.com
9 | P a g e
PERSONALIZATION ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
Summary
Your business may have achieve the optimal state in the delivery of products, services and support, but unless you have
the right technology, and data models, integrated correctly to enable world class customer experience, you will never
take your revenue and cost control to the next level.
The first kick-step is to understand where the gaps or opportunity areas are with your business against industry best
practices, metrics and benchmarks
Network and Device Discovery, identification, and correlation to content
and service delivery.
Network and device monitoring solutions for capacity utilization,
congestion, and traffic routing to proactively balance and reroute
transactions and processing to ensure consistent and high performing
services.
10. www.xavient.com
10 | P a g e
Xavient has been solving these challenges for some of the top Telecom and Cable operators in the world and have a
proven track record in helping our customers attain top scores in customer service and experience.
About the Author
Bob Hallahan, Vice President of Technology- Xavient Information Systems
Robert (Bob) brings over 25 years of extensive executive level strategic consulting and hands-on experience designing
and developing advanced OSS/BSS solutions enabling and supporting advanced revenue generating services for all
Tier-1 US 3/4G Wireless, Cable MSO, and Direct Broadcast Satellite networks, as well as numerous international
operators. Robert holds specialized expertise in setting strategic technical vision, operational optimization,
transformation, solution and data architecture, and orchestrating World Class product development enabling
deployment of next generation service offerings.
Robert holds an MBA in Marketing & Finance from Marymount University, in Arlington, VA, and a Bachelor of Science
in MIS Management Information Systems, from the University of Maryland, in College Park Maryland.
People Technology Process
Data based on
quantifiable
measurements
Contact Us
Xavient Information Systems
2125 B Madera Road; Simi Valley, C.A 93065.
Main Line: 1.805.955.4111, Fax Line: 1.805.955.4144
Visit Us: www.xavient.com