Smart(er) Notifications: Retail Brochure

HOW DO YOU GIVE EVERY CUSTOMER THE SEAMLESS, PERSONALIZED RETAIL EXPERIENCE THEY EXPECT—EVEN AS THEIR BUYING HABITS CHANGE?

How do you create predictive and personalized communications that keep customers coming back however they prefer to shop?

Retail businesses don’t grow by simply keeping up with trends and consumer habits. They have to anticipate them. But how do businesses do that as customer journeys become increasingly complex—spreading across digital channels, in-store interactions and hybrids of both ?

Customers expect you to connect with them however they choose to shop, on whatever channel they choose, at any time—while remembering their shopping preferences.

Who are you going to depend on to help you mak e those connections—in real time, at scale and with executional certainty?

Engagement is complex—and becoming even more so

customer channels (on average and growing)

EMAIL

CSR

WEB

MOBILE APPS

SMS

KIOSK

VOICE

VIDEO

SMART HOME

PRINT

SOCIAL

AI/BOTS

Systems w/countless individual stakeholders & KPIs ▪ ▪ ▪ ▪ ▪

Retail Customer Care Finance/Billing IT Operations

of data stores and front-/back-office systems ▪ ▪ ▪ ▪ ▪ ▪ ▪

Billing Field Service Order Mgmt.

Loyalty Mgmt.

Social Marketing Marketing Campaign Mgmt.

Contact Center

OF MARKETING LEADERS SAY SILOED DATA IS THEIR BIGGEST CHALLENGE

The problem in view

CONSUMERS ARE...

more likely to stay with a brand when it solves their problems quickly

more likely to spend more at a brand when it communicates clearly

BUT ONLY...

of business leaders say their companies can react to CX issues in real time with existing systems

Customers expect you to know them and anticipate their needs wherever they are. But disparate tools and data make it a struggle to deliver that experience.

CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM

You’re seeing consumers mix more online and offline buying behaviors, and across more channels.

You need the right solutions to deliver relevant and consistent communications across those complex journeys. That way, you show your customers you understand them better than any other brand.

What will it take to deliver exceptional customer experience in the moment?

SEE Listen to signals (real-time, batch) and maintain an individualized, updated and contextual customer profile

INCLUDE 1st party data

INCLUDE 3rd party data

THINK Interpret signals and process on a continuous basis, utilizing pre-defined rules to evaluate need for treatment. Where treatment is needed, determine the “best match” treatment(s)

ACT Engage with timely, personalized and automated communications and orchestrate engagement journeys across relevant channels

REACT Cultivate two-way interaction, reacting to inbound responses from customers on all channels

SALES NOTIFICATIONS

ABANDONED SHOPPING CART

WEB CONTENT PERSONALIZATION

SEE

Customer has not picked up prescription refills despite notifications

Customer completed clinic visit for infant with cold/flu symptoms

Patient visited vaccine page and started—then abandoned—appointment scheduling

THINK

Determine alternative channels where customer might be active

Determine optimal time and channel for post-appointment follow-up communication

Determine whether patient should receive reminder to schedule

ACT

How do proactive omnichannel communications let you grow brand loyalty in new, impactful ways?

Send pickup reminders over additional channel (push, outbound voice, email)

Send follow-up SMS or email with well wishes and offer further support

Send SMS or email with link, or outbound voice to schedule vaccine

Send pickup confirmation over channel where customer successfully engaged

If customer replies YES to more information, send link to FAQ page

If patient schedules appointment, send reminder over patient's preferred channel

REACT

NEED

CSG can help power these experiences with assets you have CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM

WE'RE ALREADY DELIVERING THESE RESULTS FOR OUR RETAIL CLIENTS

14M

30M+

1.5M+

99.94%

Orchestrated Interactions Per Week

Devices Registered on Membership Program

THEY ARE NOW POSITIONED TO: ▪ Eliminate their data silos ▪ Pull actionable insights from enterprise-wide data ▪ Connect all their communication channels to a single decisioning interface ▪ Personalize experiences for every customer in real time

Cart Abandonments Followed Up

Uptime

CSG OFFERS THE BEST PATH FORWARD TO TRANSFORM YOUR CX AT SCALE BET TER BUSINESS OUTCOMES Real-time “behavior signals”-based methods that provide actionable insights and drive proactive treatments

FASTEST TIME-TO-VALUE Rapid realization of first use cases and accelerated incremental value with easy “snap-in” of new use cases and scenarios

SEE

LOWEST PROJECT RISK EXPOSURE Modular OTT/overlay solution provided as a fully managed service with usage-based pricing

PREMIER OPERATIONS & EXECUTION Unparalleled scale, reliability and security, with proven mission-critical SaaS and cloud systems heritage

THINK

BEGINNING-TO-END SOLUTION Seamless, closed-top capabilities, with prebuilt integration adapters and library of optimized journeys

ACT

Customer Behavior Stream, Batch, Data Lake

Business Data CRM and Offline Channels

Web, Mobile, Apps

Engagement Channels

Web Push Web

Customer Journey Management Social

Journey Orchestration

Journey Analytics

Customer Data Platform

Journey-as-aService

Messaging

Chat CAI

Marketing Systems

Voice

Mobile Apps

Other Data Sources

Data Science

VOC

Models, Scores, Rules

Email

REACT WE CAN START ANYWHERE AND DELIVER RESULTS IN 90 DAYS OR LESS Who are you going to trust to help you win customers for life?

CSG® IS A REGISTERED TRADEMARK OF CSG SYSTEMS INTERNATIONAL, INC. © 2022 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.

CSGI.COM