McKinsey's Global Survey on external engagement found that senior executives recognized the need to engage stakeholders and were increasingly focused on their companies’ efforts in this area. Nearly 60 percent of respondents claimed that customer engagement ranks among their top three priorities.
With the pandemic accelerating digital adoption, customers have become exceedingly particular about their brand preferences. Customer engagements across different touchpoints and devices have become a top priority for market penetration and building customer loyalty.
Proactively engaging with customers throughout their customer journey not only helps them make an informed choice but it also builds trust. Effective customer journey mapping provides key insights on customer needs and preferences, allowing brands to retarget their marketing vision and create positive brand experiences.
In this blog, we will discuss how different industries are leveraging cutting-edge technology solutions to maximize their brand outreach and drive engaging customer engagement across touchpoints.
1. Customer self-service portals
According to a recent report by Salesforce, 69% of decision makers at service organizations say self-service is a major part of their service strategy.
Self-service portals act as a one-stop solution for customers to access information related to the brand and its products, raise service requests, access community forums, or troubleshoot basic issues with detailed how-to guides, FAQs and videos. Self-service portals not only save time, they help brands drive personalized customer experiences leading to higher customer satisfaction. Customer self-service platforms allow brands to improve their customer service and mitigate hefty operational costs.
This success story highlights how Espire helped a leading European Insurance Holding Company develop a self-service portal to ensure faster time to market. We designed a Quadient-based interactive portal which provided the service agents the flexibility to edit, update and review documents on-the-go, as per customer requirements. Read the complete case study > here
2. CCM Optimization
Driving contextual omni-channel customer communications is a necessity for brands to address customer queries and share timely updates with the customers. By standardizing the outbound communications for the entire enterprise, brands can reach the full potential of their customer engagement strategy to drive more conversions and build meaningful customer relationships.
This case study showcases how we helped a leading Switzerland-based postal services deploy a scalable CCM platform to drive contextual customer communications. We implemented a scalable API-based Quadient solution for improving customer engagements across multiple customer touchpoints. Know more> here
3. Marketing Automation
Marketing automation is a powerful tool which helps brand marketers optimize manual tasks like lead management or email campaign management etc. Leading DXP platforms offer marketing automation as a key functionality which allows digital marketers to leverage multiple channels and devices to get a 360-degree view of the prospect behavior, enabling them to drive personalized experiences to generate qualified leads and improve conversions.
This success story depicts how Espire helped a leading UK-based Motor Insurance Company drive personalized engagements to target specific customers and address their needs. We leveraged Sitecore to deploy marketing automation to drive personalized & contextual experiences to customers across touchpoints. We carried out effective customer journey mapping providing a 360-degree view of the customer, put in place persona driven marketing campaigns with custom predefined goals to drive greater customer acquisition and retention. Read the entire case study > here
4. Modern Digital Workplace Solutions
With pandemic-led movement restrictions and the rise of remote working, DWP Solutions have become a part and parcel of every business to enhance collaboration between departments to achieve key business goals. Modern digital workplace solutions help brands provide connected experiences to their employees, while giving them the liberty to access files at any time on any device. It bolsters productivity, allowing brands to improve their staff experience and productivity.
Espire recently assisted a leading Singapore-based healthcare service provider deploy a SharePoint-based solution to improve employee experience and collaboration with seamless accessibility to data and reports. Read more> here
With focus on Total Experience (TX) solutions, we are paving the way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) – with overarching service offerings around Multi-Experience (MX), and User Experience (UX).
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