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  • THE NEW ERA OF CONNECTED CUSTOMER EXPERIENCE

    One of the key imperatives for modern marketers is to unlock deep customer insights to improve marketing effectiveness. Digital customer experiences are becoming more critical to a business’ success than ever before. Organizations are building a robust data and technology backbone, from automated processes and self-learning technologies, to driving meaningful customer engagement across channels. Connected experiences leverage data from automated processes, and self-learning softwares to build meaningful relationships with customers across channels.

  • Connected Solutions for a Connected Experience

    Most organizations have evolved over a period, to stitch together various technology solutions to drive customer engagement. These are often disjointed, and customers need to navigate through this non-standardized and often, disconnected maze of apps and services. Imagine a customer looking for a Home Loan from a bank. The customer needs to not only fill form/s and input data manually, but also needs to upload many documents which may include navigating multiple pages. Even after completing these, she/he might have to wait for a verification call or be asked to submit additional documents. But with the rise of connected experiences, availing services like Home Loans will become more convenient and efficient. Customers may just have to access a single platform that will integrate all the relevant datasets from other platforms, and all the customer has to do, is allow them access to the same.

    The platform will pull data from multiple sources like documents from ‘Digilocker’ or current credit score from ‘credit bureaus,’ verification form Aadhaar, or property verification from MAHARERA and so on. Everything related to data will be available at the click of a button! With these datasets and information available, banks can sanction the Home Loan in an instant. To add to this, the platform can also recommend diverse options available to customers to choose from. This experience will be more connected, integrated, and seamless.

    Connected experiences can leverage data from automated processes and self-learning software, to build a meaningful relationship with customers across channels.

  • Key Considerations while Building Connected Experiences

    For businesses to successfully create and leverage connected experiences,
    the following 3 points need to be addressed:

    Capability to create a fresh and engaging experience at every interaction.

    The capability to create a fresh and engaging experience should be interactive, immersive, and collaborative; all the while delivering a specific and trusted outcome. It enables a consistent and personalized engagement by seamlessly orchestrating technologies like Augmented Reality, 3D imagery and gamification.

    Capability to connect and leverage large datasets to better the quality of engagement.

    The capability to connect and leverage large datasets is at the core of all connected experiences. It is integral to leverage the power of data insight to raise the quality of engagement. The various datasets that can be used here are transaction history, behaviour history, demographic data, etc.

    Capability to analyze and generate actionable insights in real-time for all interactions.

    The capability to analyze and generate actionable insights in real-time needs a network of seamlessly connected technologies that can include IoT, streaming data, access to stored data, Single Customer View, etc.

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