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Customer Engagement Hub (CEH) – A Key For Unique Customer Interaction

In today’s growing new business era, ‘customer’ and ‘digital’ are clearly inseparable. Mobility is the convergence center of new customer journey and messaging is the common way of customer communication in all channels. Mass has already ended. It is clear that every customer and his/her experience is unique.

Game changer enterprises are pioneers of this digital customer evolution. CMOs have already revised offer and communication strategies. Now their primary consideration is how to optimize customer interactions for the next best action, otherwise they will lose market share for sure. This is a real challenge and CIOs should put themselves in CMOs’ shoes. Thus, enterprise IT evolution progress is at the edge of another critical shift: re-evaluation of existing CRM applications, i.e. a new framework enabling personalized and contextual customer engagement in all touchpoints with all interaction channels.

2017-10-10

Unique Customer Engagement With Digital Ecosystems

Customers today expect digitalized, secure and personalized shopping experience within the most convenient times for them. Enterprises should give a meaning of all digital customer footprints for justification and this is only possible with delivering real-time & connected experience across journeys and channels, otherwise customers simply switch to competitors.

Although customers have positive attitude towards personalized offers, still they face with irrelevant recommendations and overmuch offer options among channels.

2017-09-14
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AI Bubbles for Your CSR

Let’s imagine, when your CSR or one of your dealers enters the system and a virtual assistant helps them to know the customer better, not missing a detail and offering the best available product they can buy or reminding the CSR an opportunity for a segment upgrade for customer.

Standard CRM products manually cover these processes but does not provide a “contextual” view of the customer; it appears as unassociated and disjointed customer information that the CSR must piece together. There is limited 360 view of the customer; at best it provides what the customer have bought before, and what the customer is buying now, but not what she or he likes or is likely to buy. What about her or his social media postings, community of interest and influences.

2017-09-07

2018: Rise of Digital Platforms for Strong Business Ecosystems

In 2018, Enterprise growth will depend on the strength of business ecosystems. This will be possible not only having strong business partners but also having right technology investment to manage complex, adaptive and flexible digital business models.

To leverage business ecosystems, CMOs and CIOs must develop a new and proactive engagement strategy to reach connections way beyond the total ecosystem. The basis of the strategy is quite obvious: make it digital, make it smart, make it adoptable and flexible. This will only be possible with next generation digital platforms having unified catalog and information management modules focusing on customer experience.

2017-08-26
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The customer journey: the new life cycle in the digital economy

We’re just a week away from this year’s TM Forum Live, which if past years are anything to go by will provide an excellent platform for discussions on the topics I have explored in my recent blogs.

I started out by asking a couple of simple questions: what does it mean to be a digital service provider, and how will today’s communications service providers make this transition? The answers are far more complex, of course. CSPs are required to undergo a transformation process that will be painful at times, but ultimately — if implemented correctly — highly rewarding on a number of levels.

2017-05-11

Engage, monetize and care

My recent blogs have explored why and how communication service providers (CSPs) are now evolving into digital service providers (DSPs), and also focused on the importance of innovation in BSS/OSS once the enterprise product catalogue (EPC) has been consolidated.

Now that you have these fundamental concepts in place, a crucial next step is to think about how you will enable the digital life for your customers. Essentially, this means providing a fully digital experience in the way that you carry out transactions and manage your operations, and how you represent yourself to the customer.

2017-05-03
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