The X Future

Applying to The X Future's use case:

A tool that enables brands to deliver extraordinary Customer Experience at every customer interaction

The X Future

The X Future

Cupertino, CA, USA

Use Case Collaborators

DB

Devanshu Bansal

Cofounder

Champion

db@thexfuture.com

A tool that enables brands to deliver extraordinary Customer Experience at every customer interaction

Published

Last Updated: Wed Jun 15 2022

Industry

Retail, e-commerce
Consumer packaged goods

Function

Marketing & Sales
Customer Service

Technologies

AI (Artificial Intelligence)
Machine learning
Advanced Analytics

Tags

Customer Stories
Customer Data
Customer Engagement
Customer service

Problem Statement

Brands and product manufacturers are increasingly turning to direct-to-consumer marketing in e-commerce to transform the way they sell. With direct ownership of the customer relationship, D2C brands have the unique ability to offer a more engaging online experience, one that makes their customers feel heard. At the same time, they struggle to develop an engaging and unified customer experience. The process is data-driven and requires bringing together a lot of components to derive actionable insights. Delivering real-time customer experiences is complex, difficult to achieve and nearly impossible to optimize. With contextual information typically limited to a single channel, brands struggle to provide personalized experiences in the right place at the right time, and therefore, negatively impact customer satisfaction and loyalty.

Description

We are looking for a data driven solution that will allow us to :

  • Take quick action on detected events using contextual and historical data.
  • Combine business rules and historical analytics in real-time on the full 360-degree customer profile.
  • Confidently orchestrate experiences across all channels for marketing, sales and servicing use cases
  • Provide everything a brand needs to address customer inquiries, improve performance, and reduce support costs while delivering extraordinary CX at every customer interaction
  • Achieve Iterable Insights that gives us a holistic view of growth marketing performance, giving us the ability to iterate quicker than ever
  • Create personalized shopping experiences that drive customer lifetime value

An ideal solution will be something that can help us achieve at least one of the points mentioned below:

  • Notify brand representatives and inform outreach based on changes to customer account and profile data.
  • Supply next-best-action systems with detailed customer profile data to determine optimal next steps
  • Convert high-intent shoppers who start but abandon actions by leaving your website before completion
  • Fuel web personalization engines with historical information to tailor digital ads and offers
  • Understand every customer’s unique characteristics and preferences by storing hundreds of demographic and custom event data fields for each user profile through customer feedback (VOC).
  • Understanding the needs and expectations of the customers from the brand through zero-party data, enables the brands to collect the data from the customers themselves.