NICE Systems have announced their Customer Journey Optimization solution.
The cloud-based solution, based on the NICE Customer Engagement Analytics platform, uses predictive and real-time analytics as well as patented machine learning technologies to identify customer behaviour patterns and help determine customers’ next move, likeliness to churn, or interest in a particular product or offer.
Organizations can use this information to personalize the customer experience in real time by deciding which offers or messages to present to a customer while an interaction is taking place.
By analysing and monitoring how customers interact with organizations across channels and touch points, companies can also detect important insights about groups of people who exhibit a similar pattern of behaviour.
Overall, the solution helps companies understand how and why customers are interacting with them across different channels and touch points, reduce bottlenecks, and enhance each individual journey.
Customers today use an average of six different channels to contact companies and service providers. They switch quickly from web, to telephone, to social media, to chat, to interactive voice response, to visiting a retail location, depending on whichever is most convenient at the moment, all the while expecting the company to remember what they said and did over several of their past interactions.
Yet companies as a whole, and divisions such as marketing, sales, and service, manage each of these channels as silos, optimising the customer experience for each channel independently but losing track of the customer’s overall journey as they jump from channel to channel.
Yochai Rozenblat
“Organizations must be able to connect all the dots in order to see the ‘big picture’ of how customers interact with them across channels and touch points,” said Yochai Rozenblat, President of the NICE Enterprise Group. “Customer Journey Optimization helps organizations know where customers have been, what they’re trying to achieve, and why specific issues led them down a particular channel.”
Author: Megan Jones
Published On: 18th Jun 2014 - Last modified: 12th Dec 2018
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