In these challenging times, the only constant is change. The companies that thrive will be the ones capable of responding fastest to the changing needs of their customers, while ensuring every experience is just right for each customer. Those companies which can't react immediately to market changes will struggle to keep up with competitors who are using the power of analytics and technology to deliver the very best personalized customer experience.
The power of CX analytics
Customer journey analytics is a new area, and it makes sense to use external experts so you can get the most benefit with the least effort and in the fastest time. Picking the right external experts will mean you can benefit from proven frameworks to help fast-track your analytics.
For example, the Alterian partner R-cubed are experts in helping brands to harness the power of analytics to measure customer behavior, spot challenges in customer journeys and predict likely actions.
R-cubed offers companies the opportunity to find out exactly how they compare to their peers through their Refocus tool. By scoring yourself on six insight essentials—such as actionable insights, customer contact effectiveness, customer value and marketing attribution—you'll not only see how well you're doing but will also receive a comparison against similar companies.
This gives you the starting point for planning your roadmap to deliver a superior customer experience and, just as importantly, increased profits.
What we provide to our clients is the ability to turn raw data into actionable insights. We then use those insights to develop the optimal customer experience and deliver it in real time through technology such as Alterian Real-Time CX.
Hardly anyone suffers from a lack of data—what they lack is the ability to turn it into something they can use. But once you master your data, you have a clear path to reducing costs and increasing revenue. That's why we offer the Refocus tool free to companies, so that they can quickly see where they stand to make the most gains. Working with our clients we see sales increases of up to 30% through creating true optimized and personal customer experiences.
Choosing CX technology with analytics and orchestration
Journey analytics and orchestration technology is designed to put business users in the driving seat when creating better experiences for customers. Acting as a central brain, it brings to life the actual journeys that customers make across every touchpoint and channel, not the ones you just think they take.
Users can see the actual behavior, pinpoint issues, then seamlessly design and orchestrate better journeys all from the same single platform. It dramatically cuts set-up time, as the journey orchestration takes place centrally rather than in multiple systems, yet still orchestrates the customer experience across every touchpoint.
That is where technology platforms such as Alterian's Real-Time CX Platform, identified as a Leader by Forrester in journey orchestration, fits in. The platform allows a brand to track, analyze and influence the interactions for each customer in real time. Whether through user-designed logic, scoring predictive models in real time, or utilizing machine learning and AI, the result is the same: a more personalized and contextually appropriate experience for every customer.
CX technology doesn't need to be scary, it should be easy to use. So look out for the technologies which score highly on usability.
Fully integrated journey analytics and journey orchestration technology such as the Alterian platform makes a real and rapid difference to businesses. It helps to visualize actual customer journeys, spot issues, build improved real-time experiences and see the results.
Start testing now
With consumer expectations and competitive pressures constantly increasing, standing still simply is not an option for most businesses. CX technology is designed for agile implementation and use cases are typically live in three to six weeks, so you can quickly see the improvement to your business.
Additionally, we make it easy to test and learn. Machine-learning-powered testing optimizes improvements automatically, while you can check the ROI being delivered in your CX dashboards.
You and your customers will thrive
With your CX analytics and CX technology in place, both you and your customers benefit. Customers will enjoy the right experience tailored for them, so they receive the right message, at the right time, in the right channels. Your business will achieve strong ROI, and be able to create better experiences faster and more easily.
Want to find out more?
Contact us today for an initial discussion about combining CX analytics and CX technology.
