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?
The problem in view
▪
▪ Billing
▪ Marketing Campaign Mgmt.
more likely to stay with a brand when it solves their problems quickly
of business leaders say their companies can react to CX issues in real time with existing systems SMART
OF MARKETING LEADERS SAY SILOED DATA IS THEIR BIGGEST CHALLENGE
more likely to spend more at a brand when it communicates clearly
CSGI .COM CSG® IS A REGIS TERED TR ADEMARK OF CSG S YS TEMS INTERNAT IONAL, INC © 2022 CSG S YS TEMS INTERNAT IONAL, INC AND/OR I TS AFF IL I ATES (“CSG” ) ALL R IGHTS RESERVED
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.
is complex—and becoming even more so customer channels (on average and growing)
ARE... BUT ONLY...
Customers
Engagement
CONSUMERS
HOME
AI/BOTS
PRINT SOCIAL
SMS KIOSK VOICE VIDEO
APPS Systems w/countless individual stakeholders & KPIs
EMAIL CSR WEB MOBILE
Customer
Finance/Billing
IT
Operations
Retail ▪
Care ▪
▪
▪
front-/back-office systems
of data stores and
▪ Field Service ▪ Order Mgmt.
▪ Loyalty Mgmt.
▪ Social Marketing
▪ Contact Center
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.
THINK
CSGI .COM CSG® IS A REGIS TERED TR ADEMARK OF CSG S YS TEMS INTERNAT IONAL, INC © 2022 CSG S YS TEMS INTERNAT IONAL, INC AND/OR I TS AFF IL I ATES (“CSG” ) ALL R IGHTS RESERVED CSG can help power these experiences with assets you have What will it take to deliver exceptional customer experience in the moment? 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 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 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 SEE ACT REACT SALES NOTIFICATIONS WEB CONTENT PERSONALIZATION NEED ABANDONED SHOPPING CART 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 SEE Listen to signals (real-time, batch) and maintain an individualized, updated and contextual customer profile
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 INCLUDE 1st party data INCLUDE 3rd party data
Cultivate two-way interaction, reacting to inbound responses from customers on all channels
REACT
CSGI .COM CSG® IS A REGIS TERED TR ADEMARK OF CSG S YS TEMS INTERNAT IONAL, INC © 2022 CSG S YS TEMS INTERNAT IONAL, INC AND/OR I TS AFF IL I ATES (“CSG” ) ALL R IGHTS RESERVED Who are you going to trust to help you win customers for life? 14M Orchestrated Interactions Per Week 30M+ Cart Abandonments Followed Up 99.94% Uptime 1.5M+ Devices Registered on Membership Program WE'RE ALREADY DELIVERING THESE RESULTS FOR OUR RETAIL CLIENTS CSG OFFERS THE BEST PATH FORWARD TO TRANSFORM YOUR CX AT SCALE FASTEST TIME-TO-VALUE Rapid realization of first use cases and accelerated incremental value with easy “snap-in” of new use cases and scenarios LOWEST PROJECT RISK EXPOSURE
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 BEGINNING-TO-END SOLUTION
journeys BETTER BUSINESS OUTCOMES Real-time “behavior signals”-based methods that provide actionable insights and drive proactive treatments WE CAN START ANYWHERE AND DELIVER RESULTS IN 90 DAYS OR LESS 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 REACT ACT THINK SEE Web, Mobile, Apps Marketing Systems CRM and Offline Channels Other Data Sources Stream, Batch, Data Lake Web Push Web Voice Mobile Apps VOC Engagement Channels Customer Behavior Models, Scores, Rules Data Science Business Data Messaging Social Chat CAI Email Journey Orchestration Journey Analytics Customer Data Platform Journey-as-aService Customer Journey Management
Modular
Seamless, closed-top capabilities, with prebuilt integration adapters and library of optimized
