Customer Experience - not just data analytics
“We apply a holistic end-to-end approach that encompasses brand, customer and market insight as well as designed and tailored processes and tools – bringing the customer closer to you”.
In 2014, 36% of global consumers were willing to share their location and data with companies via GPS – that’s almost double the number who were in 2013. How equipped are you to make the best business use of this invaluable data to make business decisions in this highly competitive market?
At CSC we do not just look at implementing silo solutions based on data but apply a holistic end-to-end approach that encompasses brand, customer and market insight as well as designed and tailored processes and tools – bringing the customer closer to you. In a competitive business like yours we know that a well-tailored campaign coupled with objective analytics of existing data can make a big difference to ROI in a razor-thin margin business.
Why should your brand care about customer experience?
As customers rapidly adopt new internet-connected devices and embrace social media, the complexity of managing these interactions that happen across touchpoints arises. Companies must effectively manage these large amounts of data generated from different products in order to manage and support consistent cross-channel customer experiences.
Having a single view of your customer offers you the opportunity to unlock the value of connected experiences, engaging and retaining your customer.
CSC Customer Experience Management
‘Data driven decisions’ have been embedded in the culture of many companies for many years. They understand the strategic value of early identification and/or forecast of future trends to improve strategic and operational decisions. However what we see in the market recently is that there is always more that can be done especially given the ever increasing complexity of the Industry: technologically, logistically and organizationally with many partners, suppliers and customers needs to be met.
CSC Customer Experience Management uses precision engagement – a fully integrated and centralised analytics engine to harness the wealth of structured and unstructured data – to help you understand your customer’s profile, needs and behaviors. With this, we can drive design targeted engagement strategies to not only pinpoint opportunities to engage more effectively, increasing click-through and conversion rates, but also create the desired customer journeys, delivering a personalised customer experience to each unique individual.
CSC’s approach to driving customer experience has been implemented and proven across automotive, financial and airline industries. Our one-stop-shop approach will enable you to become more agile and responsive to new challenges and customers’ changing behaviour.
We have assisted our clients in:
- Personalised services/products to existing customers
- Precision campaigns/brand positioning to attract new customers
- Designing and implementing new digital service offerings to market
CSC Customer Experience Management provides:
- The opportunity to acquire new clients by giving them tailored offerings across touchpoints – increasing revenue
- Single view of the customer which allow for predictive marketing – increasing ROI on marketing
- Social listening to identify macro trends relating to your brand/industry – increasing brand loyalty
- Increased loyalty and customer retention through a holistic approach to customer experience
- Cost savings through understanding preferred customer engagement channels, enabling more precise and quicker reach to your customers