"Meaningful experiences ultimately drive emotional engagement and secure sustainable long-term loyalty"
Enabling personalised customer engagement in an omni-channel world
How do your customers interact with your brand? From your company web presence and social media channels, to contact centers, chatbots and face-to-face interaction, you’re operating in an omni-channel, real-time world.
It’s no longer enough to simply provide a consistent experience across each channel and the growing number of customer touchpoints: you need to make that experience both personal and relevant.
But how? With tailored, personalised experiences anticipating a customer’s next step with your brand, before they take it.
Predictive Services for Customer Engagement is how you build engagement and loyalty. It’s how you build relationships of trust based on relevance and empathy.
A move towards one-to-one marketing
Today’s customers crave close connections with the brands they choose to engage with. And with data aplenty, the smart CMO will focus on both experience and emotion. This means evolving towards a one-to-one marketing model – where you have an engaged and valued relationship with your individual customers. This is the vision the model to aspire to.
Maximising value though enabling tailored, personalised actions which anticipate a customer’s next step their brand, before they take it.
Predictive Services for Customer Engagement by Capgemini makes balancing the emotions and rational factors through personalised messaging possible.
Built on Pegasystems, this powerful solution offers a bridge between your business goals and your customers goals. It uses in-depth data analytics and business rules management to give a contextual
view of each customer and their journeys with your brand, allowing you to move from a transactional experience to conversational experience where all digital, inbound and outbound and event experiences are merged into one single view of the customer.