Author : Marketing
Marketing
05/Nov/2020

Espire Infolabs is a global technology services company empowering businesses to drive growth with their customer experience and content services including digital content management, customer communication management, and content collaboration combined with integration, cloud, enterprise solutions, analytics, and robotic process automation.


How to Achieve Cohesion Between Customer Experiences and Robust Back-End Systems

In today's digital world, rising customer expectations and the need to deliver superior customer experience has necessitated businesses and marketers to orchestrate renewed levels of customer engagement - by leveraging and deploying new technologies. However, modern marketers still face multiple challenges associated with technology stacks, siloed systems and the overall technology infrastructure with disconnected tools and point solutions.

Companies that can think in terms of systems, as opposed to point solutions, stand to outpace others in terms of both revenue and margin growth

- Accenture Future Systems Report

Modern marketing technology stacks come with disconnected point solutions - where each of them interacts separately with the customers, collects disjointed data, and stores them in disconnected silos. This leads to fragmentation of data providing an incomplete picture of the customers due to which marketers fail to have a complete view of customer’s behaviors, needs, expectations and patterns - to provide a truly personalized content & services

The current need thus, is to have a solution that can integrate all the disjointed data and technologies together to support fluid customer engagements- with innovations around segmentations and seamless customer journeys. To overcome these challenges, the concept of Customer Engagement Hub has emerged as an architectural framework that integrates multiple systems together - for an optimal customer engagement.

Responsive Omnichannel Interaction

A well-designed CEH solution helps in orchestrating a responsive omnichannel interaction in real-time - helping and delighting customers anywhere, anytime! Purchasing behavior of modern customers reflects an omnichannel pattern - as they switch between devices, platforms and channels in their journey with your brand, and it thus requires you to match their speed and deliver to their demands at the right point of interaction & at the right time - when they are ready to engage with you.

Customer Engagement hub allows brands to build capabilities with central point of control, enabling them to engage with customers across all channels i.e. both digital and traditional touchpoints, during their overall journey. You can thus achieve a highly responsive omnichannel interaction with contextual and relevant engagements irrespective of the channel chosen by the customer.

360-Degree View of The Customer - Data Unification

A CEH allows a seamless integration and operationalization of your customer's data gathered through all sources, touchpoints, and channels - overcoming the critical hurdle of fragmented and siloed data. It thus provides you with a complete 360-degree view of customers profile & needs, enabling you to reach & respond to them with contextual and personalized communications-at the right place & at the right time!

Unifying Existing Technology Stack

As your current technologies and tools are tied up together, CEH is generally installed on top of your existing tech stack - eliminating the need of exhausting and expensive new technologies from the scratch. A CEH solution is designed with an in-built feature to allow seamless integration of any new technology stack with the help of customizable API connectors - making it a perfect future-proof & central solution for all your marketing needs!

Synchronizing Different Departments - Cross Enterprise Approach to CX

A robust Customer Engagement Hub empowers brands to drive contextual and relevant engagements with ease & offer targeted personalization at scale - with a symbiosis of human and artificial intelligence serving customers across all channels.

CEH helps businesses to synchronize their marketing, sales and customer facing services - to reach customers with single source of truth and drive interactions based on the complete view of the customer's profile.

Espire's game-changing Customer Engagement Hub (CEH) is a unique framework that bridges the gap between multiple customer engagement silos with a cross enterprise approach and provides enhanced customer experience. It is an agile, collaborative and connected framework that leverages your technology ecosystem to intelligently arrange and orchestrate fragmented engagement systems and existing silos.

Espire's CEH is built by seamlessly integrating all key enablers of excellent CX. It includes the complete spectrum of digital and customer experience transformation solutions - spanning digital content management (DCM), multi-channel customer communication management (MCCCM), customer journey mapping (CJM), experience design, analytics and CRM. Along with this, our complementary cloud and integration services ensure that CEH is agile and well-integrated with client's existing IT environment.

Adopting an end-to-end cross enterprise approach, Espire has been seamlessly connecting digital experiences with back-end management and operations systems. Our homegrown Customer Engagement Hub has proven track of leading digital experiences across industries - from consultation to final implementation, and managed services thereafter. We are enabling digital transformation & personalisation by crafting awe-inspiring Customer Experiences and driving complete spectrum of customer engagement. Reach us at marketing@espire.com for any further queries pertaining to the release or any assistance to the new upgrade and implementation.


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