How can insurers excel in customer engagement? 7 essentials of a unified core systems, sales and marketing platform are needed.
Abstract: In a recent SMA study, more than 80% of insurers said that they were making strategic investments in customer engagement and experience. Yet, only 8% of them are able to present a single view of their customers across all channels. This presentation explores the impact of that gap on both insurance companies and policyholders, and explains the 7 essentials needed to overcome those challenges.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
In this webinar, Steven Noels CTO of NGDATA, walks through interactive Big Data to gain real-time intelligence, connect with customers in new ways and deliver greater value through stronger relationships and more compelling offers and services in order to build customer lifetime value and satisfaction.
Pega Next-Best-Action Marketing White PaperVivastream
N-B-A (Next-Best-Action) marketing is an approach that uses real-time customer data and analytics to determine the optimal next action or communication for each individual customer across marketing channels. It aims to improve profitability through more customer-centric interactions. When implemented by O2, an early adopter, N-B-A resulted in a 9% increase in bill value, 75% response rate, and reduced customer retention costs in the first month. N-B-A marketing considers each customer's unique profile and preferences to identify the single best offer or message to provide at any given time, avoiding issues like campaign collisions seen in traditional marketing.
Utilizing Big Data to Optimize Customer Value Management StrategiescVidya Networks
How can big data help us look differently at our customer base? A presentation by Elan Rosenberg, Business Development Director, Marketing Analytics at cVidya
Susan Cordts, President/CEO of Adaptive Technologies, Inc. (ATi) provided this presentation to attendees of the American Marketing Association Phoenix meeting on August 27, 2008. The presentation details analytics, customer values and how to target the right customer, at the right time, with the right message and media.
This document discusses how big data and analytics can be used in the finance industry. It notes that traditional enterprise architectures struggle to provide a unified view of the customer due to data silos. In contrast, companies like Google, Facebook and LinkedIn put the customer at the center, allowing real-time profiling, analytics and actions. The document advocates building a continuous "Customer DNA" across systems to better understand customer needs, predict attrition risk, and enable timely interventions to improve retention and lifetime value.
Driving Profitability and Market share in the Indian Non-life Industry, Prese...Nikash Deka
Highlights of the Presentation is mainly scoped around how to engage with the Banks for a more meaningful relationship in the context of Indian Non-life Industry. Also touched upon the lesson learned during this short journey and what is the potential along-with a road draft to Bancassurance success in coming years as Banks are marching towards becoming super-market of financial products to increase affinity of customers towards the banks
The document discusses how insurers can build customer loyalty through an excellent claims management process rather than just focusing on price. It argues that consumers care about both price and having good coverage and service when making claims. An outstanding claims experience can be a major competitive advantage for insurers. This requires focusing on all aspects of the claims process, from easy notification on a mobile device to prompt updates and payments. The right digital claims management system is seen as key to delivering an "astounding" customer experience in a cost-effective way.
Thunderhead argues that businesses should shift their focus from managing the customer journey to understanding the customer-managed journey. A customer's journey consists of interactions they choose across multiple channels and cannot be controlled by a business. However, businesses can gain insight into the actual customer journey by comparing it to journey maps and using data from real interactions to analyze customer behavior and take real-time action. This allows businesses to improve the customer experience at each stage of their personal journey.
In this webinar, Steven Noels CTO of NGDATA, walks through interactive Big Data to gain real-time intelligence, connect with customers in new ways and deliver greater value through stronger relationships and more compelling offers and services in order to build customer lifetime value and satisfaction.
Pega Next-Best-Action Marketing White PaperVivastream
N-B-A (Next-Best-Action) marketing is an approach that uses real-time customer data and analytics to determine the optimal next action or communication for each individual customer across marketing channels. It aims to improve profitability through more customer-centric interactions. When implemented by O2, an early adopter, N-B-A resulted in a 9% increase in bill value, 75% response rate, and reduced customer retention costs in the first month. N-B-A marketing considers each customer's unique profile and preferences to identify the single best offer or message to provide at any given time, avoiding issues like campaign collisions seen in traditional marketing.
Utilizing Big Data to Optimize Customer Value Management StrategiescVidya Networks
How can big data help us look differently at our customer base? A presentation by Elan Rosenberg, Business Development Director, Marketing Analytics at cVidya
Susan Cordts, President/CEO of Adaptive Technologies, Inc. (ATi) provided this presentation to attendees of the American Marketing Association Phoenix meeting on August 27, 2008. The presentation details analytics, customer values and how to target the right customer, at the right time, with the right message and media.
This document discusses how big data and analytics can be used in the finance industry. It notes that traditional enterprise architectures struggle to provide a unified view of the customer due to data silos. In contrast, companies like Google, Facebook and LinkedIn put the customer at the center, allowing real-time profiling, analytics and actions. The document advocates building a continuous "Customer DNA" across systems to better understand customer needs, predict attrition risk, and enable timely interventions to improve retention and lifetime value.
Driving Profitability and Market share in the Indian Non-life Industry, Prese...Nikash Deka
Highlights of the Presentation is mainly scoped around how to engage with the Banks for a more meaningful relationship in the context of Indian Non-life Industry. Also touched upon the lesson learned during this short journey and what is the potential along-with a road draft to Bancassurance success in coming years as Banks are marching towards becoming super-market of financial products to increase affinity of customers towards the banks
The document discusses how insurers can build customer loyalty through an excellent claims management process rather than just focusing on price. It argues that consumers care about both price and having good coverage and service when making claims. An outstanding claims experience can be a major competitive advantage for insurers. This requires focusing on all aspects of the claims process, from easy notification on a mobile device to prompt updates and payments. The right digital claims management system is seen as key to delivering an "astounding" customer experience in a cost-effective way.
Increase Customer Engagement with PersonalizationNG DATA
The latest solution from NGDATA - Lily 3.0 - allows businesses to easily organize big data in a customer centric way, so they can more intelligently market to customers at the individual level to improve customer experiences.
Customer Lifecycle Engagement for Insurance Companiesedynamic
This document discusses improving customer engagement and acquisition for insurance companies through digital channels. It begins with an agenda and introduction to eDynamic's expertise in digital solutions for insurers. It then covers key trends in customer acquisition, opportunities for improving engagement through the customer lifecycle. Specifically, it discusses how digital plays a role in each stage from research to claims. It provides eDynamic's perspective on how insurers can respond by understanding the changing customer and providing simplicity, visibility and control. Finally it outlines a approach to improving engagement and acquisition through assessing maturity, creating digital marketing tactics, selecting the right technology elements, and continuous improvement.
Retailers recognize the importance of customer analytics in understanding customer behavior and needs, but many are struggling to effectively analyze customer data and take action. While 93% of retailers view customer analytics as a competitive advantage, nearly two-thirds are unhappy with their current analytics capabilities. The document outlines challenges retailers face in collecting and linking customer data from various touchpoints, and providing a unified view of the customer journey to better personalize the customer experience.
Introduction to Decision Strategy Manager, the tool used to create Decision Strategies.
Introduction to the Decisioning Components, the building blocks of Decision Strategies
The document discusses overcoming common objections from customers for not purchasing insurance. It provides tips for responding to objections such as not having room in their budget, not seeing a need for insurance, a lack of knowledge about insurance, an existing relationship with another insurance agency, and reluctance to purchase additional insurance when trying to cross-sell existing customers. The document recommends tailoring recommendations, benefits, and sales pitches to customers' specific needs in order to increase the likelihood of making a sale.
Target-Engage-Support: The definitive guide to online customer interactionGianluca Ferranti
The document discusses strategies for optimizing customer interactions across online channels. It emphasizes targeting the right customers, engaging customers through various digital channels at optimal times, and providing proactive versus reactive support. Proactive support involves anticipating customer needs and volunteering assistance, which can boost conversion rates and customer satisfaction while lowering costs. The key is engaging the right customers at the right time through the right channels and with appropriately trained agents.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
IBM introduces Journey Analytics, a solution to visualize the customer journey across channels and gain insights. It allows collaboration to design customer experiences. Journey Analytics uses interactions and audiences from multiple solutions and partners to provide a holistic view. This helps improve business outcomes by increasing loyalty through exceptional customer experiences. The solution is designed for marketing personas to better understand, engage and retain customers.
Discover the importance of moving from data visualization to more actionable insights that can help you engage your customers in new ways and offer more compelling products and services in order to strengthen your relationship with your customers.
DarrelKammeyer Creating Value with BI in HospitalityDarrel Kammeyer
This document summarizes a presentation by MicroStrategy on how their business intelligence software can help companies in the hospitality industry. The presentation discusses how MicroStrategy integrates with core hospitality processes, provides examples of how it has helped customers with operations, financial analysis, and marketing. It also presents the value proposition of using MicroStrategy to maximize revenue, enhance efficiency, increase customer profitability, and improve satisfaction.
Analytics is a two-sided coin. While on one side, it uses
descriptive and predictive models to gain valuable knowledge from data, i.e. data analysis, on the other side, it provides insight to recommend action or guide decision making, i.e. communication
The document discusses how businesses can get to know their customers better in order to offer more customized experiences. It recommends analyzing existing customer data, identifying common customer attributes, segmenting customers into personas, sharing persona descriptions with employees, personalizing marketing based on personas, soliciting customer feedback, addressing issues found in feedback, and continuously monitoring customers. The goal is to understand customers' needs and ensure the business meets those needs.
NGDATA is a company that provides big data analytics and artificial intelligence to help companies improve customer experience. It collects customer data from various sources to build detailed customer profiles called "Customer DNA" and uses this to deliver personalized experiences across channels, proactively engage customers, enhance customer service, and gain greater insights from existing customer data. The document discusses case studies of NGDATA helping companies in retail banking, media, and other industries to better understand their customers and improve customer retention through real-time personalization.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
Case Study: Transforming a Business Through Individual Customer AttentionPeppers & Rogers Group
The document summarizes a case study of a financial services company that underwent an organization-wide transformation to focus on individual customers. As a first step, the company hired Peppers & Rogers Group to identify different customer groups and develop value propositions for each. Peppers conducted quantitative and qualitative research, including customer surveys, interviews, and data analysis to understand customers. They identified customer segments and created profiles for each, along with sales and service models. Based on Peppers' recommendations, the company is now implementing a new approach to uniquely identify and treat individual customers.
Learn the essential customer experience metrics for your brand eTailing India
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most important decisions for customer experience could be the metrics selection and so today we bring four of the most widely leveraged and useful customer experience metrics: Customer Satisfaction, Net Promoter Score, Visitor Intent, and Task Completion.
Afinium.com Big Data Big Sales White Paper 2014 Afinium
Customer centricy drives sales, and real time data analytics allows creation of uniquely personalized buyer experiences to convert even casual browsers into loyal customers.
Afinium.com: Big Data Big Sales white paper 2014 Afinium
The document discusses how insurance companies can implement customer-centric strategies using big data to drive profitable growth. It states that capturing customer data through interactions and developing ongoing customer relationships is key. It defines customer-centricity as aligning products and services with current and future customer needs to maximize long-term financial value. To achieve this, insurance companies must manage large amounts of customer data, convert it into insights, understand customer lifetime value, and predict customer behavior through analytics.
The document discusses how insurance brands can improve customer engagement by focusing on individual customer needs and building direct relationships with customers. It argues that insurance companies currently have an "engagement gap" where customer expectations are not being met. The document promotes a solution called the ONE Engagement Hub that can analyze customer journeys, provide insights into customer intent and behavior across channels, and help insurance companies have more effective conversations with customers to improve engagement and relationships.
Increase Customer Engagement with PersonalizationNG DATA
The latest solution from NGDATA - Lily 3.0 - allows businesses to easily organize big data in a customer centric way, so they can more intelligently market to customers at the individual level to improve customer experiences.
Customer Lifecycle Engagement for Insurance Companiesedynamic
This document discusses improving customer engagement and acquisition for insurance companies through digital channels. It begins with an agenda and introduction to eDynamic's expertise in digital solutions for insurers. It then covers key trends in customer acquisition, opportunities for improving engagement through the customer lifecycle. Specifically, it discusses how digital plays a role in each stage from research to claims. It provides eDynamic's perspective on how insurers can respond by understanding the changing customer and providing simplicity, visibility and control. Finally it outlines a approach to improving engagement and acquisition through assessing maturity, creating digital marketing tactics, selecting the right technology elements, and continuous improvement.
Retailers recognize the importance of customer analytics in understanding customer behavior and needs, but many are struggling to effectively analyze customer data and take action. While 93% of retailers view customer analytics as a competitive advantage, nearly two-thirds are unhappy with their current analytics capabilities. The document outlines challenges retailers face in collecting and linking customer data from various touchpoints, and providing a unified view of the customer journey to better personalize the customer experience.
Introduction to Decision Strategy Manager, the tool used to create Decision Strategies.
Introduction to the Decisioning Components, the building blocks of Decision Strategies
The document discusses overcoming common objections from customers for not purchasing insurance. It provides tips for responding to objections such as not having room in their budget, not seeing a need for insurance, a lack of knowledge about insurance, an existing relationship with another insurance agency, and reluctance to purchase additional insurance when trying to cross-sell existing customers. The document recommends tailoring recommendations, benefits, and sales pitches to customers' specific needs in order to increase the likelihood of making a sale.
Target-Engage-Support: The definitive guide to online customer interactionGianluca Ferranti
The document discusses strategies for optimizing customer interactions across online channels. It emphasizes targeting the right customers, engaging customers through various digital channels at optimal times, and providing proactive versus reactive support. Proactive support involves anticipating customer needs and volunteering assistance, which can boost conversion rates and customer satisfaction while lowering costs. The key is engaging the right customers at the right time through the right channels and with appropriately trained agents.
3 New ways to Improve and Understand your Customers ExperienceVirginia Fernandez
This document discusses new ways for organizations to understand and improve the customer experience. It outlines three key capabilities needed: analyzing customer behavior to understand root causes of issues, visualizing customer journeys across channels, and easily pivoting between different analytics types. The document also discusses challenges like fragmented data, siloed tools and departments. It proposes that a unified analytics solution is needed to provide a holistic view of the customer experience.
IBM introduces Journey Analytics, a solution to visualize the customer journey across channels and gain insights. It allows collaboration to design customer experiences. Journey Analytics uses interactions and audiences from multiple solutions and partners to provide a holistic view. This helps improve business outcomes by increasing loyalty through exceptional customer experiences. The solution is designed for marketing personas to better understand, engage and retain customers.
Discover the importance of moving from data visualization to more actionable insights that can help you engage your customers in new ways and offer more compelling products and services in order to strengthen your relationship with your customers.
DarrelKammeyer Creating Value with BI in HospitalityDarrel Kammeyer
This document summarizes a presentation by MicroStrategy on how their business intelligence software can help companies in the hospitality industry. The presentation discusses how MicroStrategy integrates with core hospitality processes, provides examples of how it has helped customers with operations, financial analysis, and marketing. It also presents the value proposition of using MicroStrategy to maximize revenue, enhance efficiency, increase customer profitability, and improve satisfaction.
Analytics is a two-sided coin. While on one side, it uses
descriptive and predictive models to gain valuable knowledge from data, i.e. data analysis, on the other side, it provides insight to recommend action or guide decision making, i.e. communication
The document discusses how businesses can get to know their customers better in order to offer more customized experiences. It recommends analyzing existing customer data, identifying common customer attributes, segmenting customers into personas, sharing persona descriptions with employees, personalizing marketing based on personas, soliciting customer feedback, addressing issues found in feedback, and continuously monitoring customers. The goal is to understand customers' needs and ensure the business meets those needs.
NGDATA is a company that provides big data analytics and artificial intelligence to help companies improve customer experience. It collects customer data from various sources to build detailed customer profiles called "Customer DNA" and uses this to deliver personalized experiences across channels, proactively engage customers, enhance customer service, and gain greater insights from existing customer data. The document discusses case studies of NGDATA helping companies in retail banking, media, and other industries to better understand their customers and improve customer retention through real-time personalization.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
Case Study: Transforming a Business Through Individual Customer AttentionPeppers & Rogers Group
The document summarizes a case study of a financial services company that underwent an organization-wide transformation to focus on individual customers. As a first step, the company hired Peppers & Rogers Group to identify different customer groups and develop value propositions for each. Peppers conducted quantitative and qualitative research, including customer surveys, interviews, and data analysis to understand customers. They identified customer segments and created profiles for each, along with sales and service models. Based on Peppers' recommendations, the company is now implementing a new approach to uniquely identify and treat individual customers.
Learn the essential customer experience metrics for your brand eTailing India
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most important decisions for customer experience could be the metrics selection and so today we bring four of the most widely leveraged and useful customer experience metrics: Customer Satisfaction, Net Promoter Score, Visitor Intent, and Task Completion.
Afinium.com Big Data Big Sales White Paper 2014 Afinium
Customer centricy drives sales, and real time data analytics allows creation of uniquely personalized buyer experiences to convert even casual browsers into loyal customers.
Afinium.com: Big Data Big Sales white paper 2014 Afinium
The document discusses how insurance companies can implement customer-centric strategies using big data to drive profitable growth. It states that capturing customer data through interactions and developing ongoing customer relationships is key. It defines customer-centricity as aligning products and services with current and future customer needs to maximize long-term financial value. To achieve this, insurance companies must manage large amounts of customer data, convert it into insights, understand customer lifetime value, and predict customer behavior through analytics.
The document discusses how insurance brands can improve customer engagement by focusing on individual customer needs and building direct relationships with customers. It argues that insurance companies currently have an "engagement gap" where customer expectations are not being met. The document promotes a solution called the ONE Engagement Hub that can analyze customer journeys, provide insights into customer intent and behavior across channels, and help insurance companies have more effective conversations with customers to improve engagement and relationships.
The document provides guidance on convincing a CEO to invest in a customer loyalty program. It outlines the benefits of loyalty programs, including retaining valuable customers who spend more and refer others. The document then gives a 10 step process to build a business case, including proving expected profit increases, using customer data to show growth opportunities, and addressing potential objections. It also recommends running a pilot program to test the concept. The conclusion presents a quick pitch focusing on using data to measure success and showcasing examples of loyalty programs that increased profits.
Convincing your CEO to invest in a loyalty programmecolinjones001
This document provides guidance on building a business case to convince a CEO and senior management team to invest in a customer loyalty program. It outlines the benefits of loyalty programs, including retaining valuable customers who spend more and drive revenue. The document recommends a 10 step process to build the case, including proving expected profit impact, using customer data to show growth opportunities, and addressing potential objections. It also suggests running a pilot program to test the concept and demonstrate results before full implementation.
191 Castro Street, 2nd Floor, Mountain View, CA 94041 P 6.docxfelicidaddinwoodie
191 Castro Street, 2nd Floor, Mountain View, CA 94041 | P: 650-532-8155 | E: [email protected] | 1
CUSTOMER INTELLIGENCE:
THE KEY TO KEEPING
SAAS/CLOUD CUSTOMERS
There is good news and bad news for software
companies in the shift to the software subscription
model of the Cloud. The good news is that
revenues have become much more predictable and
stable. The bad news is that you have to keep
reselling the sale in order to retain those customer
income streams over time. The good news is that
there is more available data than ever before about
your customers. The bad news is that the data is
scattered all over the company and is therefore not
easily accessible.
The good news is that adding and supporting
application features and functionality is easier to do
in the Cloud. The bad news is that your
competitors will soon be adding those same
features to their applications too. The meaning is
clear. In the SaaS/Cloud business model, what is
really being sold is a relationship rather than
technological features & functions, and keeping that
relationship profitably going for as long as possible is
the core issue for long-term success as SaaS
company.
1
W
hi
te
pa
pe
r
Why should a SaaS company, especially if they think that they’re in their “land-grab” phase and therefore don’t have time
or resources to worry about churn at this point, invest time and money now in building dedicated customer retention
resources?
SaaS-Capital, a provider of debt-based growth capital for SaaS companies, answers the question. Churn is a cumulative
beast. The income that you lost last quarter continues to be lost next year and the year after. Consider their model of
two SaaS companies. Both sell only software subscriptions; no other income conduit is included. Both sign 10 new
customers per month @ $1,000.00 each. Both spend $120K per month on sales & marketing to acquire those
relationships (CAC). The only difference between them is that one has a customer retention rate of 95%; the other’s
only 80%. At the end of 5 years, the difference in bottom-line company valuation between the two was $15 million
dollars. Along the way, the company with the 95% retention rate also had increased revenues to work with, up to $24K
per month. That’s a lot of money – your money – both now and later.
THE HUGE COST OF CHURN
THE NEED TO KNOW
To make the initial sale, you needed to know quite a
bit about your prospective customer. What were
their business needs and requirements? Who were
the decision makers and influencers? What were
the timetable and the budget factors? All of that
knowledge and more made the signature on the
first contract possible. To get the renewal
signatures, however, you’ll have to keep that data up
to date and to add to it. Customer Intelligence is a
process that can’t have an end. It’s what you don’t
know about your customer relationships that can
cause you to lose them.
If the key ...
Accenture research reveals how transforming to a living business enables insurance companies to achieve sustainable growth through hyper-relevance. To learn more visit: https://www.accenture.com/us-en/insights/insurance/living-business
Life cycle marketing for the automotive services industryCatalyst
Whether your goal is to increase ticket size, boost cross-sell, get customers to visit more often, or all the above, an effective life cycle marketing strategy can deliver the competitive difference you want.
Prasad Narasimhan discusses various applications of predictive analytics across different domains including business, marketing, operations, collections, customer segmentation, telecom, sports, social media, and insurance. Predictive analytics uses statistical techniques to analyze current and historical data to predict future events or outcomes. It has various uses such as predicting customer churn, credit risk, response to marketing campaigns, fraud detection, and more. The document provides examples of how predictive analytics is applied in areas like customer retention, cross-sell, collections, credit risk management, and churn prediction in telecom.
Marketing to the Power of ONE - Salesforce Partner Forum - New York City 11.1...Joel Book
Marketing to the Power of ONE! discusses how smart brands use customer data and personalized experiences across channels to increase sales and customer loyalty. It highlights how the customer journey has changed, with consumers doing extensive online research before purchases. To stay relevant, brands must understand individual customers and guide them through their shopping, buying and usage experiences. Data-driven companies that observe customer behavior across channels and use that data to deliver personalized content have seen conversion rates increase up to 6-9% higher.
Dissecting the Art of Building Great Customer Experiences (1).pdfMeenuRandhawa2
The document discusses building great customer experiences through personalization. It provides insights from various reports and experts on how understanding customer preferences, segmenting audiences appropriately, and delivering consistent omnichannel experiences can boost customer engagement and revenues. Personalizing communications based on purchase history, location, and interests while respecting communication preferences is important for a positive customer experience.
When it comes to scrutinizing costs, most insurance companies can say “Been there, done that. Got the t-shirt.” Managers are familiar with the refrain from above to trim here and cut there. The typical result is flirtation with the latest management trends like lean, outsourcing and offshoring, and others. However, the results tend to be the same. Budgets reflect last year’s spend plus or minus a couple of percent in the same places.
The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to
negative curvature, or vice versa. In political science, an inflection point is a moment in history that dramatically alters a geopolitical situation, for better or worse. In business, Intel co-founder Andy Grove has described a strategic inflection point as “an event that changes the way we think and act.” Each of these definitions describes a moment at which our fortunes change — and in many cases, we can’t recognize the moment until
after it’s passed.
111814_Salesforce Marketing Cloud - Partner Forum NYCJoel Book
Marketing to the Power of ONE! How Smart Brands Use the Salesforce Marketing Cloud to Deliver a Personalized Customer Experience discusses how the Salesforce Marketing Cloud enables brands to deliver personalized experiences across channels. It highlights how customer data and progressive profiling allow brands to optimize customer journeys. Examples are provided of how Trunk Club and Volvo Construction Equipment leverage data and multi-channel strategies to increase engagement and sales.
Customer Lifecycle Software Stack: 12 Tools to Help You Raise Profits by 75%LizzyManz
The document discusses tools to help manage the customer lifecycle from awareness to advocacy. It identifies 12 tools to help with key stages: awareness (Hootsuite, WordPress), engagement (Insightly, Salesforce CRM), evaluation (Hubspot, Mopinion), purchase (Apple Business Chat, OptinMonster, PayPal), post-purchase (Process Street, Churn Zero), and advocacy (Influitive, GrowthSurf). Each tool is described briefly with its features and pricing. The goal is to understand and guide customers through each stage to maximize customer lifetime value and retention.
Though lead generation for business purposes can be a rather
daunting task, there are various simple ways that can be adopted to
keep the exercise as simple as possible. This time tested methods
have proven to be very useful for those attempting the further their
business forays or expand current business opportunities.
As well, customer loyalty is the single most important element to
retain within a business relationship. A lot of positive elements can be
derived from a well established loyal customer base. Huge amounts of
money is periodically allocated to advertising, primarily to garner a
bigger market share of consumers, but with the existence of a loyal
customer base, this expenses can be channeled towards other better
and more beneficial areas.
Gerald Pilcher
gerald-pilcher.com
7 Ways Insurance Brokers Should Approach InsurTechSiren Group
“InsurTech” is a term used quite often these days – a spin-off of the even more popular word “FinTech.” It refers to technologies and platforms. These platforms can help optimize any of the principles for success or requirements of insurance.
InsurTech encompasses companies that provide insurance, but engage technology in a user-centric way.
Here are 7 ways of making InsurTech the heart of your business:
Sophelle Focus Report | Product Findability: Connecting People and Products O...Julie Barile
Product findability is more than on-site search.
Doing product findability right connects the right person
with the right product at the right time. Consumers
don’t recognize channels, technologies, warehouse
locations, or drop-ship relationships. They are expecting
a seamless, frictionless experience, and retailers that
provide it are succeeding in the marketplace.
Connecting people and products effectively significantly
improves the customer experience and leads directly to
downstream benefits.
Customers want retailers to meet them with relevancy
wherever they choose to shop. Seamless customer
experiences across all touchpoints requires coordinated
operations, integrated systems, and shared data
throughout the enterprise. Retailers must find the right
mix of solutions for their products and customers.
Similar to Why the Ultimate 360° Insurance Experience Eludes Insurers (20)
AI 101: An Introduction to the Basics and Impact of Artificial IntelligenceIndexBug
Imagine a world where machines not only perform tasks but also learn, adapt, and make decisions. This is the promise of Artificial Intelligence (AI), a technology that's not just enhancing our lives but revolutionizing entire industries.
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Full-RAG: A modern architecture for hyper-personalizationZilliz
Mike Del Balso, CEO & Co-Founder at Tecton, presents "Full RAG," a novel approach to AI recommendation systems, aiming to push beyond the limitations of traditional models through a deep integration of contextual insights and real-time data, leveraging the Retrieval-Augmented Generation architecture. This talk will outline Full RAG's potential to significantly enhance personalization, address engineering challenges such as data management and model training, and introduce data enrichment with reranking as a key solution. Attendees will gain crucial insights into the importance of hyperpersonalization in AI, the capabilities of Full RAG for advanced personalization, and strategies for managing complex data integrations for deploying cutting-edge AI solutions.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
Cosa hanno in comune un mattoncino Lego e la backdoor XZ?Speck&Tech
ABSTRACT: A prima vista, un mattoncino Lego e la backdoor XZ potrebbero avere in comune il fatto di essere entrambi blocchi di costruzione, o dipendenze di progetti creativi e software. La realtà è che un mattoncino Lego e il caso della backdoor XZ hanno molto di più di tutto ciò in comune.
Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Building Production Ready Search Pipelines with Spark and MilvusZilliz
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
“An Outlook of the Ongoing and Future Relationship between Blockchain Technologies and Process-aware Information Systems.” Invited talk at the joint workshop on Blockchain for Information Systems (BC4IS) and Blockchain for Trusted Data Sharing (B4TDS), co-located with with the 36th International Conference on Advanced Information Systems Engineering (CAiSE), 3 June 2024, Limassol, Cyprus.
GraphRAG for Life Science to increase LLM accuracyTomaz Bratanic
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
Goodbye Windows 11: Make Way for Nitrux Linux 3.5.0!SOFTTECHHUB
As the digital landscape continually evolves, operating systems play a critical role in shaping user experiences and productivity. The launch of Nitrux Linux 3.5.0 marks a significant milestone, offering a robust alternative to traditional systems such as Windows 11. This article delves into the essence of Nitrux Linux 3.5.0, exploring its unique features, advantages, and how it stands as a compelling choice for both casual users and tech enthusiasts.
UiPath Test Automation using UiPath Test Suite series, part 6DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI.
UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities.
Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes.
What will you get from this session?
1. Insights into integrating generative AI.
2. Understanding how this integration enhances test automation within the UiPath platform
3. Practical demonstrations
4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath
Topics covered:
What is generative AI
Test Automation with generative AI and Open AI.
UiPath integration with generative AI
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
UiPath Test Automation using UiPath Test Suite series, part 6
Why the Ultimate 360° Insurance Experience Eludes Insurers
1. Why the ultimate
360° insurance
experience eludes
even the top
insurers
And the 7 essentials needed
to overcome the challenges.
2. Smart insurers know that happy, loyal
customers are the key to their success.
Especially these days, when those
customers are more demanding and
savvy than ever before.
Want to learn more? Download the full report here
3. In fact, in a recent Strategy Meets Action
study, more than 80% of insurers said that
they were making strategic investments in
customer engagement and experience.*
Want to learn more? Download the full report here
4. In fact, in a recent SMA study, more than 80% of insurers
said that they were making strategic investments in
customer engagement and experience.
Yet, only 8% of them are able to present a
single view of their customers across all
channels.
Want to learn more? Download the full report here
5. In fact, in a recent SMA study, more than 80% of insurers
said that they were making strategic investments in
customer engagement and experience.
Yet, only 8% of them are able to present a single view of
their customers across all channels.
So, if they aren’t able to do that, what kind
of experiences are their customers having
with them?
Want to learn more? Download the full report here
7. Odds are, they’re not very good.
Odds are, they are making
the kinds of mistakes with
their customers that
deteriorate trust and
prevent loyalty.
Want to learn more? Download the full report here
8. Odds are, they’re not very good.
Odds are, they are making the kinds of mistakes
with their customers that deteriorate trust and
prevent loyalty.
Like sending them
marketing offers that
lack relevance
or personalization.
Want to learn more? Download the full report here
9. Odds are, they’re not very good.
Odds are, they are making the kinds of mistakes
with their customers that deteriorate trust and
prevent loyalty.
Like sending them marketing offers that
lack relevance or personalization.
Or, trying to sell them
something they’ve
already bought.
Want to learn more? Download the full report here
10. Odds are, they’re not very good.
Odds are, they are making the kinds of mistakes
with their customers that deteriorate trust and
prevent loyalty.
Like sending them marketing offers that
lack relevance or personalization.
Or, trying to sell them something they’ve
already bought.
Or asking them to
provide the same
information over
and over.
Want to learn more? Download the full report here
11. Odds are, they’re not very good.
Odds are, they are making the kinds of mistakes
with their customers that deteriorate trust and
prevent loyalty.
Like sending them marketing offers that
lack relevance or personalization.
Or, trying to sell them something they’ve
already bought.
Or asking them to provide the same
information over and over.
Or communicating
through one channel
when they prefer
another.
Want to learn more? Download the full report here
12. At Best ...
... these kinds of
experiences annoy
customers and
damage their view of
their provider.
Want to learn more? Download the full report here
13. At Worst ...
... they cause them
to look for an
alternate insurer
who will take better
care of them.
switch insurance provider
Want to learn more? Download the full report here
14. Today’s customer relationships are all
about the moments.
Want to learn more? Download the full report here
Receives
product offers
Purchases
policy
Accesses
services
Tells
others
Pays
bills
Evaluates
options
Files
claims
15. Today’s customer relationships are all about the
moments.
Every moment, every interaction, is an
opportunity to enhance your relationship
with your customer―an opportunity to
demonstrate to them that you understand
them and their needs.
Want to learn more? Download the full report here
Receives
product offers
Purchases
policy
Accesses
services
Tells
others
Pays
bills
Evaluates
options
Files
claims
16. Today’s customer relationships are all about the
moments.
Every moment, every interaction, is an opportunity to
enhance your relationship with your customer―an
opportunity to demonstrate to them that you
understand them and their needs.
Every moment is an opportunity to shift
their perception from “I pay you for my
required insurance” to “I see you as my
asset protector―the partner that I trust
to reduce my risk.” *
Receives
product offers
Purchases
policy
Accesses
services
Tells
others
Pays
bills
Evaluates
options
Files
claims
Want to learn more? Download the full report here
17. To take advantage of these moments,
insurers need a complete view of their
customers.
Want to learn more? Download the full report here
18. To take advantage of these moments, insurers need
a complete view of their customers.
They need to integrate data and systems
from both the front and back office to
deliver just-in-time information for
for marketing campaigns, sales activities,
policy servicing, billing and claims
transactions, and much more.
Want to learn more? Download the full report here
19. To take advantage of these moments, insurers need
a complete view of their customers.
They need to integrate data and systems from both the
front and back office to deliver just-in-time information
for marketing campaigns, sales activities, policy
servicing, billing and claims transactions, and
much more.
So, what’s getting in the way?
Want to learn more? Download the full report here
20. Most insurers have multiple disparate
systems that make it extremely difficult
to effectively manage the customer
engagement processes when there is
movement from one channel or process
to another.*
Want to learn more? Download the full report here
21. Most insurers have multiple disparate systems that
make it extremely difficult to effectively manage the
customer engagement processes when there is move-
ment from one channel or process to another.*
Integrating these systems is no easy task,
and maintaining that integration over time
adds additional complications.
Want to learn more? Download the full report here
22. Insurers need to be able to aggregate
systems and expand the view to see
beyond the transaction. This means that
systems must be integrated from the start
(pre-integrated) or tightly integrated by
explicit design.*
Want to learn more? Download the full report here
23. Insurers need to be able to aggregate systems and
expand the view to see beyond the transaction. This
means that systems must be integrated from the start
(pre-integrated) or tightly integrated by
explicit design.*
In order to deliver the ultimate 360°
experience, insurers need to dissolve the
boundaries between sales and marketing,
and policy, billing, and claims servicing.
Want to learn more? Download the full report here
24. They need business capabilities that will help them
take customer understanding to a new level:*
1. Integrated information and insights across channels
2. Unified operations that deliver consistent experiences
throughout the customer lifecyle
3. Right context for every interaction
4. Real-time capabilities that enable immediate,
appropriate action
5. Informed exchanges based on insight into
the customer profile and current situation
Want to learn more? Download the full report here
25. They need business capabilities that will help them take customer
understanding to a new level:*
1. Integrated information and insights across channels
2. Unified operations that deliver consistent experiences throughout the
customer lifecyle
3. Right context for every interaction
4. Real-time capabilities that enable immediate,
appropriate action
5. Informed exchanges based on insight into
customer profile and current situation
And they need modern, integrated solutions that
can deliver the ultimate 360° experience with full
customer-centered, omni-channel support.
Want to learn more? Download the full report here
26. So what does that look like?
Want to learn more? Download the full report here
27. So what does that look like?
Let’s take a look at the
7 essentials of a modern,
integrated solution.
Want to learn more? Download the full report here
28. 7 essentials of a modern,
integrated solution
Essential #1
A common customer data model used by
different areas of the company to market to
a customer, provide customer service, or
handle a transaction that provides a
common view or common definitions of
customer data.* 1Want to learn more? Download the full report here
29. 7 essentials of a modern,
integrated solution
Essential #2
Advanced solution support for marketing and
communication management that provides
real-time, tight integration with core
operational systems.*
2Want to learn more? Download the full report here
30. 7 essentials of a modern,
integrated solution
Essential #3
Modern policy, billing, and claims core
systems that offer extensive integration
points to bundled or separate digital
marketing systems.*
3Want to learn more? Download the full report here
31. 7 essentials of a modern,
integrated solution
Essential #4
Solutions that provide a high degree of
configurability to define when, where,
and how in the customer engagement
lifecycle customers and prospects
are engaged.*
4Want to learn more? Download the full report here
32. 7 essentials of a modern,
integrated solution
Essential #5
Omni-channel experience management
capabilities that transfer relevant contextual
information fluidly among interaction
channels.*
5Want to learn more? Download the full report here
33. 7 essentials of a modern,
integrated solution
Essential #6
A consolidated view of all systems to
manage all service aspects of customer
interaction.*
6Want to learn more? Download the full report here
34. 7 essentials of a modern,
integrated solution
Essential #7
Sophisticated integration capabilities
that facilitate the exchange of data
and services and achieve reuse and
consistency throughout the company.*
7Want to learn more? Download the full report here
35. The ultimate 360° experience takes
integration to a new level, tapping into
the gold mine of information that is
resident in core systems and then
combining that data with sales, marketing,
and servicing insight―in real-time, in the
right context―and executing smarter
interactions.
Want to learn more? Download the full report here
36. The ultimate 360° experience takes integration to a new
level, tapping into the gold mine of information that is
resident in core systems and then combining that data
with sales, marketing, and servicing insight―in
real-time, in the right context―and executing smarter
interactions.
So that insurers can delight their
customers with experiences that are
always meaningful and valuable.
Want to learn more? Download the full report here