Intelligence Lab. A Customer Experience Management Company

Transcription

1 Intelligence Lab A Customer Experience Management Company

2 Intelligence Lab Enliven CEM for Travel and Leisure Industry

3 Your Customers Don t really care about you, your company or your products They Care about themselves And they (usually) know what they want

4 The next 10 minutes of this video, will cover The way, you view and manage customer experience In what way, enliven CEM, helps you in fostering real-time & personalized customer engagement across touch-points The challenges, you may be facing -- By allowing you to take informed decisions, through an automated CEM process -- By targeted, services, promotions and campaigns -- And by helping you to create, differentiated customer value proposition

5 The next 10 minutes of this video, will cover The way, you view and manage customer experience enliven CEM In what way, enliven CEM, helps you in fostering real-time & personalized customer engagement across touch-points The challenges, you may be facing can create an impeccable growth -- By allowing you to take informed decisions, through an automated CEM process in revenue & customer loyalty -- By targeted, services, promotions and campaigns -- And by helping you to create, differentiated customer value proposition

6 RECESSION SATURATION PRICING TECHNOLOGY Quite often, the businesses are so engulfed, with fierce Competition to gain & retain market share Acquire Customers & Maximize Profits the very cause of the business the customer focus gets side tracked

7 CEM Challenges Todays fast moving digital world, the race is on for companies to present a cohesive service, to their customers various surveys, done by CEM consulting companies, they found that, today customer experience, is highly

8 Todays fast moving digital world, the race is on for companies to present a cohesive service, to their customers followed by, unnecessary customer Contact, or Inconsistent Information as voiced by 83% of, surveyed customer. Customer satisfaction scores, are plummeting.

9 One of the most important found is that Customer Experience is a cultural change and the consulting leaders claims that Top management ownership is vital in delivering optimum customer experience.

10 Typically travel and leisure companies faces two common brand challenges like which may be yours too.. trust and loyalty which demands a CEM program.

11 Here we highlight some of the major Business Related Challenges the travel and leisure companies are facing today, Increase Conversion & Revenue Improve Site Usability Understand Customer Likes & Dislikes Optimize Mobile Channels Resolve Application Problems Reduce Call Handle Time Accelerate First Call Resolution Personalized Offerings Real-Time Decisioning Drive Adoption of Self Service Support the Multi- Channel Experience Recognize Customer Struggle

12 We Approach these Challenges from an Experience Perspective

13 Enliven customer experience management solution not only addresses the business related challenges Enliven CEM also demonstrates, a significant correlation between customers willingness to refer your company to others and that is

14 Improving your customer s experience through We Approach these Challenges from an strategic account management Experience Perspective

15 We have done a comprehensive study understanding global travel & leisure portals assessing the obstacles those blocking successful completion Business Processes Internal ebusiness Operations Customer Experience Management

16 To move forward, we articulate, the customer engagement and the customer life cycle value through our end-to-end closed loop solution. We achieve these in 3 easy steps

17 Understanding and Defining Customer Knowing Likes and Dislikes Personalized Offerings

18 Understanding & Defining Customer enliven CEM will help you to identify customers and categorize them for operational purposes. groups corporates individuals families virtual users people with special needs People with different culture

19 enliven CEM further empowers you in understanding their BEHAVIOR / NEED and all these is achieved through a request based process which makes the system more agnostic to customer expectations Corporate Visitor Honeymoon Family Vacation

20 Enliven CEM uses an innovative information retrieval technology PQS process query system in which user queries are expressed as process descriptions.

21 This is in contrast with traditional query based systems IDN EIR traditional database

22 IDN EIR Enliven CEM uses available data or new data streams of events and converts them to real-time instances

23 Now we take a quick look to find out how we map and start Travel & Leisure Companies very first customer experience journey

24 The actions are broken in two stages STAGE 1 - SINGLE-SIGN-ON Customers Delight Login Up Using identify We recommend single-sign-on process as it provides the flexibility to your customers signing in with their already available social or through recognized accounts Or Register Id Password Copyright 2012 Enliven CEM In other words this Enliven feature provides you the strategic edge of knowing your customers better at the very first stage of their entry and creating an intelligent backend process of social analytics enabling you to know your customer virtually.

25 STAGE 2 - UNDERSTANDING PREFERENCES Customers Delight identify Welcome Priya You Last Visited: Please take a moment to answer, so that we can create memorable memories Preference Enliven Modeling CEM steers your customer into discussing and probing the customer with exploratory questions Family Group Corporate Business Holiday Discover Foreign City Health / Relaxation Luxury Break Experience by Yourself Learn A Skill A Weekend with similar minded people Explore Nature Cruise Around Soak up the Sun Planned Days Preferences SPA Health and Fitness Hobby Club Bar or Pub Copyright 2012 Enliven CEM Restaurant (type) Room (type)

26 Enliven also motivates the customer to provide their Preferences Demographic Psychographic Logical Information Collection Missing Genotypes which shapes your selling strategy further

27 There is no better feeling than providing customer what they want Now we move to the Analysis Phase Step 2. Understanding Likes and Dislikes

28 PROFILE EIR TRANSACTION NBA PERSONALIZER INTERACTION Once the insight is gained Enliven CEM runs its logical processing engine EIR we call it Enliven Intelligence Reviewer that associates various attributes within the profile and constructs typical NBA's (next best actions) which are based on customer needs Wants and goals

29 PROFILE EIR TRANSACTION NBA PERSONALIZER INTERACTION enliven CEM now starts processing data, using its flagship IDN techniques to build a 3 dimensional profile consisting classificational, interactional and behaviors, to gain the required insight.

30 delivers a customer focused simulator. The time for output The simulator is a dynamic on-demand system which provides flexibility to the customer to design and modify their plans and spend exactly fitting their expectations. Preference Budget Day 1 Enliven Itinerary Soak the Sun ABC Mode # Days AIR 5 Modify / Change Yourself Facilities ***** Share Social Platform By using intelligence techniques enliven CEM understands that the customer preferences are places which are silent, auspicious and relaxing Pickup from shared AC Car/Car/Bus. Check in hotel (Acc to preferences listed).e.g.: Hotel Inn Resort or Modify Hotel At 12 PM- Car/Bus/AC Car will escort : Churches or Nature If churches what would be your preference first? additions and deletions a. Cathedral ( attractions) b. St. Francis of Assisi ( attractions) c. Basilica Of BomJesus ( attractions) If nature what would be your preference first? additions and deletions a. Bird Sanctuary ( attractions) b. Bondla wildlife c. Cotigo d. Bhagwan Mahaveer DAY 2 DAY 3 DAY 4 DAY 5 So, the system proposes calm beaches churches, spa, cruise, and temples intelligently everything in preferred location Dinner at Hotel Inn (According to customer likings) SUBMIT CANCEL

31 Moreover enliven CEM now allows the customer to make necessary modifications to the days plans further Mode of Travel Pickup and Drop Food Facilities Budget Additions Further Preferences Preference Budget Day 1 Enliven Itinerary Soak the Sun ABC Pickup from shared AC Car. Mode # Days Check in hotel (Acc to preferences listed).e.g.: Hotel Inn Resort At 12 PM- Car will escort : Churches or Nature AIR If churches what would be your preference first? additions and deletions a. Cathedral b. St. Francis of Assisi. era likings) 5 Modify / Change Yourself Facilities Share ***** Social Platform DAY 2 DAY 3 DAY 4 DAY 5 Interestingly, enliven CEM also seeks customer permission to share the same in their social platforms SUBMIT CANCEL

32 That's how enliven CEM completes the Step 3 of Personalization Enliven CEM moves beyond Step 3 by delivering tailored output through preferred touch points Mobile Devices Tablet PC

33 Here we take an example of customer selecting London as a destination. The moment customer lands in London, the entire journey is mapped and advices are sent through, his preferred touch point like Pickup Information Hotel Guidance Facilities Tourist Spots

34 Moreover the system now moves beyond delivery and monitors customer responses and feedbacks creates an end to end closed loop enterprise Customer experience management solution

35 Tactically provides off the shelf Next Best Actions Real Time Recommendations Campaign Management Loyalty Management Journey Orchestration Along with clear and strategic Return on Investment Sensible GDS Usage Social Marketing and Sharing Tangible Linking of ROI with Individual Customer Retaining Customer Return on Exposure Return on Branding and Trust

36 enliven CEM provides high value Total Cost of Ownership on IBM SCE Cloud Computing platform seamlessly

37 Intelligence Lab We Thank You for Your Patience & Attention Ramyam Intelligence Lab is a Customer Experience Management Company delivering optimal CEM for high transaction based industries like Telecommunication, Banking, Travel, Retail and Automotive segments. For More Information info@ramyamintel.com