Problems We Solve
We build powerful solutions out of your organization’s toughest problems. Every engagement starts with uncovering the core challenges you're facing, then leveraging our holistic skill set to plan and execute the solution.
Crafting Personalized Experiences
How do I add context to customer interactions?
Customer profiles are critical to building the understanding needed to contextualize interactions. The other key insight needed is where Avtex can help – understanding the right level of context to add to a given interaction. Customers have shown a greater appreciation for personalized engagements as the complexity of the product/service increases. Conversely, there’s less desire for highly personal interactions when dealing with commodities. Our CX team helps identify how to apply context to achieve an authentic personalized experience.
How do I personalize interactions in a digital world?
Real-time data updates in a core CRM are the baseline for creating personalized interactions. Information is constantly updating. For example, once someone opens a checking account, they don’t need to have all the details of opening a checking account presented to them. Today’s consumer leaves a digital fingerprint on everything with which they interact. It’s that context that is used to then further personalize the journey across digital channels. The goal is the same level of emotional connection to a brand achieved through face to face engagements.
Ensuring Customer Needs are Met
Building Omni-Channel engagements
Deep Knowledge of Who Customers Are
Getting to Know a Customer’s Entire Journey
Understanding Modern Customer Expectations
Helping Customers Get the Information They Need
Giving Agents the Tools for Success
Applying customer intelligence to create better experiences
Responding to Crisis With Customer Experience
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