The X Future
Cupertino, CA, USA
A tool that enables brands to deliver extraordinary Customer Experience at every customer interaction
Published
Last Updated: Wed Jun 15 2022
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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.