Digital Mission

Support and Enable Diverse, Connected Communities

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Customer Experience Management Omni-Channel Experience

360-degree Customer View

Current Situation

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

Technology Deployed

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

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