Overview

In the digital age, the power has shifted from enterprises into the hands of customers, completely changing the game. To win in this highly competitive customer-led market, brands need to take complete control of their customer experience by crafting personalized, seamless and omni-channel customer journeys that result in lasting and profitable customer relationships.

Espire is a leading Customer Journey Mapping partner to global brands, enabling them to intelligently design, implement, analyze and optimize actionable Customer Journey Maps (CJMs). CJMs empower our clients with complete visibility into each customer's unique journey with the brand that seamlessly runs across the digital and physical brand touchpoints and communication channels.

With our CJM solutions, our clients gain the strong competitive edge of discovering and tapping new revenue opportunities emerging in real-time from digital and physical touchpoints and communication channels. Customer intelligence harvested across customer journeys is leveraged by our clients to shift to business outcome centric, data-driven marketing and customer conversion strategies.

Offerings

Espire's powerful Customer Engagement Hub (CEH) offering drives the complete spectrum of CJM solutions that spans strategy, design, implementation, support and optimization.

Espire’s technology and consultative Customer Journey Mapping solutions enable brands to:

  • Build: Easily create elaborate and actionable customer journey maps spanning digital and physical brand touchpoints (website, mobile, e-mail, social media, print, kiosks and more) with drag and drop tools and custom design options.
  • Personalize: Plan, personalize and optimize customer journeys across all brand touchpoints.
  • Connect: Connect and deliver customer communication formats such as contracts, statements, bills and policies and messaging formats like audio or video files, digital advertisements, web pages and more
  • Control: Own the customer journeys of prospects and customers across digital and physical brand touchpoints, by guiding customers on their personalized, 1-to-1 journeys with the brand
  • Analyze: Get a holistic view of customer journey maps and customer intelligence through a single window. Be empowered to further drill down into customer interactions across individual touchpoints for actionable insights about customer behavior, user profiles, segmentation, preferences and predicted needs
  • Measure and Optimize: With powerful analytics, analyze the impact of every customer interaction in real time to dynamically optimize marketing activities
  • Automate: Automate marketing functions to deliver the right message at the right time across channels and devices, at any scale
  • Self-serve: Quickly build and deliver omni-channel customer communication and digital campaigns with self-serve, drag-and-drop interface and content tools
  • Integrate: Integrate customer journey maps with existing customer communication and campaign management platforms

Technologies

  • DCM: Sitecore, SDL, SharePoint, Umbraco, Drupal
  • MCCCM: Pitney Bowes, OpenText, GMC Software, Doxee, Messagepoint
  • Experience Design: HTML5, CSS3, JavaScript, AJAX, jQuery, AngularJS, Backbone.js, Compass, Bootstrap
  • Analytics: Talend, Alteryx, Microsoft Power BI, Qlikview, Tableau, Google Analytics, Adobe Analytics, Sitecore xDB, R Maching learning
  • Campaign Management: Salesforce Marketing Cloud
  • Integration: Oracle, TIBCO, Microsoft BizTalk and MuleSoft

Benefits

  • Engage with customers through a single window, in a more meaningful, highly personalized and contextual manner, seamlessly across all digital and physical brand touchpoints and communication channels
  • Accelerate customer acquisition with compelling, connected and personalized customer journeys facilitating quick and favorable purchase decisions of customers
  • Ensure effective upselling and cross selling to existing customers, by planning and orchestrating relevant, contextual and personalized customer journeys across brand’s digital and physical touchpoints
  • Espire's pool of specialized customer experience transformation Subject Matter Experts (SMEs) and consultants functioning as a seamless extension of your IT staff that can be ramped-up and scaled down as required
  • Ensured shorter project delivery time by leveraging Espire’s vast repository of ready-to-deploy and easily integrable digital experience technology frameworks and powered by Agile project management and DevOps practices
  • Optimized cost with a global delivery, time-tested processes, quality systems and methodologies to nullify cost and schedule overruns.
  • Service delivery excellence, with Espire being one of the few global companies which is ISO 20000-1:2011, ISO 22301:2012, ISO 27001:2013 and ISO 9001:2015 certified and CMMI Level 5 Ver 1.3 Appraised (DEV+SVC)