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 email@example.com for any further queries pertaining to the release or any assistance to the new upgrade and implementation.
MORE FROM OUR BLOGS
Supporting & Building Digital Solutions for Improving Customer Experience
Espire upgraded their existing corporate website to Sitecore version 9.1 for streamlining navigation issues, upgraded their E-commerce platform for delivering personalized customer experiences, deployed Sitecore technical enhancements to improve development process like refactoring, Unicorn, Glass mapper and T4templates, Search etc
A Leading Offender Management Software Solution Provider Gains the Competitive Edge of Agility
The client is a leading provider of offender management product, catering to the Governments sector mainly to Canada, USA and UK. With the aim of becoming agile by automating the internal processes and modernizing the systems, the client decided to develop an application to assess their end-client’s business process environment.
Powering Digital Transformation by revamping Quote & Buy process for a UK based leading Insurance company
Espire enhanced the existing Digital Transformation Journey using Umbraco CMS,Designed and implemented Umbraco based system for content management of the forms and modules
Optimized data and content management with Azure-based solutions for a leading Singapore-headquartered transshipment hub
The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla. They required a strategic technology partner to carry out Azure migration and eliminate on-premise hosting environment. They also needed managed support services for monitoring website up-time and efficient incident management.
Sitecore managed cloud drive digital experiences at scale with cloud
Businesses have started investing in digital experience platforms and technologies aggressively to drive omni-channel digital experiences throughout the customer journey. Sitecore empowers businesses to host their different DXP products on cloud, Sitecore Managed Cloud helps them streamline system integration, enhance the speed of deployments while providing improved security and data privacy.
Digital Communications and CCM Solutions 4 key initiatives to Improve Customer Experience
Digital communications help in stitching your prospect to customer journeys together by keeping them actively engaged and allowing them to re-initiate conversation from where they left off. Delivering contextual and interactive communications can help the customers take the next step and reach out to you through the channel convenient for them.
Total experience digital transformation strategy for global businesses
The Total Experience strategy has emerged as a key trend for businesses to drive better digital experiences for users, customers and employees while improving business growth
Digital experience management 5 best practices to improve customer experience on b2b websites
Customer Experience is at the heart of customer service and building long-lasting customer relationships. Customer experience will emerge as the key determinant of business success, surpassing the quality and price of products. While B2C brands have prioritized customer experience as a strategic business goal, B2B companies are yet to navigate their technology investments towards digital experience management.
Sitecore cdp optimization 5 steps for deploying customer data platform
The Customer Data Platform (CDP) has become a critical part of the modern technology stack, as a one-stop solution for data orchestration and management. Sitecore CDP comprises of all the core data management capabilities along with intelligent decisioning, predictive analytics, experimentation, and orchestration for driving positive brand experiences
Global Customers Served
Resources Certified on multiple leading technologies
Years of Experience in Digital Transformation & Total Experience