The inability to track interactions with customers that move from one channel to another creates inconsistent experiences and reactions.
Goals and Objectives
Create an integrated customer data management strategy that ensures customer interactions are consistent and data from one channel can be leveraged via another in subsequent interactions
CRM, business process management, chatbot and virtual assistants, ERP, and real time
Use Case Summary
Improve customer interactions and provide intelligence next best action, eliminating “swivel chair” CRM and bespoke customer care processes, enabling a single view of the customer