Customers interact with companies in many different channels and with diverse sets of content. Increasingly, organizations must be able to deliver contextually relevant messages in real time. This presents a real challenge as channels, products and systems are often managed in silos. The purpose of this session is to discuss the emerging technology capabilities to support real-time customer interactions and communications along the entire customer journey.
You’ll return to your organization with:
- An understanding that personalization capabilities (via portals, mobile devices, customer communications, social media messages, etc.) rely on capturing known and anonymous customer data and using that information to engage
- Overview of the current technology landscape to support personalized interactions, including artificial intelligence, predictive analytics for next-best interactions and enhanced workflow capabilities for critical decision-making
- Best practices to leverage tool capabilities right now to bridge partial solutions
Tags: Customer Engagement, Customer Experience, Omni-Channel, Personalization