Customer Experience is at the heart of every successful business as it reflects the impression your customers have of your brand as a whole. It is the gut feeling that people get from a brand and holistically covers all aspects of the customer journey. It represents how the customers perceive your brand and the way they interact with it. According to relevant studies, the Customer Experience (CX) market is expected to reach 27.13 bn dollars by 2026; it is clearly a trend, supported by the increasing digitalization, the integration of the different touchpoints into a single platform, and the growing capabilities of Big Data technologies.
At Uni Systems, we can help you realise the difference between providing good services and delivering unparalleled experiences. Exceptional customer experiences require passion and customer-centric approaches with generous help from innovative tools and practices that support the efforts toward increased customer satisfaction, loyalty, conversions and reduction of service and marketing costs.
State-of-the-art technologies are here to centralize customer data and enable an integrated, consistent view of your customer journeys, encompassing all of your touchpoints, either digital or physical. What we aim for is the development of a CX vision that will meet our clients’ tactical and strategic goals to meet their market requirements.
Today’s consumers have more information about products, more ways to shop, and, at the same time, they receive pressure from marketing and sales teams through a wide range of channels. The scattered messages can be unified with real-time marketing tools, segmentation and best attribution practices with IT leveraging the message and helping rebuild the power of the brands. The key is to monitor and survey the consumer’s behavior and preferences, and get their input, while through segmentation and attribution to be able to boost loyalty, speed up and optimize the brand acceptance in the market.
By listening to your customers and acting on their feedback, you can improve customer loyalty and trust, increase sales, reduce operational costs and empower your workforce. Collecting direct or indirect feedback and deriving insight, allows you to align silos across the business, drive operational excellence and act at scale and in real time. Voice of the Customer systems combined with Machine Learning and AI are irreplaceable towards a customer-centric business.
As a Sales Force Automation system supports the creation of more leads and sales, Customer Relationship Systems are needed in order to retain the customers and optimize the relationships. CRM tools use sophisticated technologies and strategies to monitor the company’s interactions with its customers. With tailor made functionality and elaborated reports, CRM tools are a component that can drive customer satisfaction to a higher level, thus leading to a strengthened relationship.
An Omnichannel business strategy transforms customer engagement and enables customer insight capture & personalization from various isolated datasets. Artificial Intelligence augments agent-based service and raise the customer experience to a higher level. Self-service just-in-time integration with open-ended dialogue and Natural Language Understanding encourages continuous communication and just-in-time engagement.
What people see around them and helps them interact through a hybrid mode (both physically and digitally) is the new normal: Digital Signage helps you grab the attention, appeal to people’s senses, improve communication, and empower both customers and companies. The message can be adapted to the specific needs to help the companies gather and manage more and better data, create and update digital real-time content through interactive applications and IoT sensors that help companies improve their brands’ positioning. For our phygital solutions, we invest in and collaborate closely with Optechain, if you wish to learn more about this portfolio, please click here.
Beyond all the collective efforts driven by the diverse tools, lays analytics technology. Data is the key enabler for every digital transformation journey and sets strong foundations for growth for companies that know how to harness its benefits. Knowing how to take advantage of the numerous available data, you get insightful customer segments and products’ associations, and the means to successfully deliver personalized experiences.
Organizations need to understand where to focus to be able to deliver the experience we want our customers to have.
Customer Journey Management is a cycle of continuous interconnected activities monitored at real time. Purpose is to measure customer journeys and identify the specific priorities - with the maximum effect on customer feelings and perceptions – that have a direct impact on financial performance.
Customer journey management realigns all digital islands around the customer. This is achieved by:
- the aggregation of any customer data from any source,
- the advancement from touchpoint analysis to Customer Journey Management,
- the analysis of journey-based metrics and KPIs,
- the execution of root cause analysis of underperforming journeys using AI,
- the orchestration of required actions to maximize journey success.
The process results in the sizable improvement in customer advocacy scores, cost reductions and revenue increase. A parallel result is the quantification of the Customer Experience ROI and the justification of CX investments.
Which are the most applicable CX metrics for your company? We can define, reveal, calculate, improve, adjust, re-evaluate and even consult you to rethink them on new and improved grounds. We can measure your CX operational efficiency and understand how it influences your bottom line for today and tomorrow.
At Uni Systems, we believe in the power of data analytics and end-to-end integration.
We consult our customers to successfully assess and reveal, create, enrich and analyze the data that fuel their CX and we propose a gradual roadmap that will improve the end-to-end customer journey. Together, we calculate the impact of each distinct step to secure Return on Experience while we continuously consult them on re-adjusting and re-prioritizing their CX investment strategy.
At Uni Systems, we leverage commercially applied, state-of-the-art technologies and our integration power to enable a consistent CX view, encompassing all interactions, either digital or physical.
Our spiral improvement practice includes:
There is no one size that fits all. Our CX solution encompasses the best of breed components to deliver: