Current Situation
There is inconsistent customer support pre- and post-purchase with limited view and less anticipation of customers and their needs from one touch point to the next, little preemptive actions, and no ability to escalate proactive processes autonomically.
Goals and Objectives
The focus of cross-channel customer support is shifted to enhancing use and enjoyment of products, supported by digital services embedded in products or from an ecosystem of seller and third-party apps. Support of the customer journey continues but in a secondary role facilitated by real-time information and analytics to improve the support experience.
Technology Deployed
Hardware: Personal devices, enterprise hardware, edge computing
Software: POS, CRM, AI/ML, PMS, GDS, data and analytics
Services: IT services
Other: Mobile, social, cloud, big data
Use Case Summary
A proactive cross-channel approach to customer care is used that understands the consumer booking and ordering context and recommends personalized actions through the customer journey and in the stream of life.