Ephlux Insights

Retailers need a customer experience platform that provides a single view of the consumer and delivers personalized cross-channel engagement. The Oracle CX Cloud solutions connect every engagement with the brand and deliver a consistent, personalized and interactive experience across all touch points.

It’s amazing how the color of a dress has created such spindles that weave tweets, likes, shares, Instagrams, Pinterests, videos, theories, philosophies, tech talk, scientific fizz and even psychological sessions. I know that you’re amongst those that don’t give a dime about the issue, and yet you’re here to read more on it. So here’s my take on it. But I’ll get to it in a while.

Retailers happen to be the fastest advancing vertical – in terms of seeking to provide (and in many a cases, already on to it) the exceptional customer experience to their customers. They have chalked out plans and strategized to map the customer journeys as and when they happen (runtime and analytics) and also by the general behavior of the various demographics (type, history, preferences, behavior and analytics)

Everyone out there is talking about knowing your customer and engaging with them. So, when a customer of mine said she has always loved the products in my shop, I decided to take a plunge in the Customer Experience Ocean and have a little chat with her.

Where every customer has a distinctive journey – an experience that is exceptional and awesome at the same time can be arranged because each and every touch point comes as an opportunity to nurture the customer relationship. It doesn’t really matter how fragmented the journey appears because the correct combination of marketing solutions, data management and analytics can help to harmonize and orchestrate with that journey.

Conventionally, companies have been investing heavily on marketing and product development and not on the customer! But that was fine – the simple logic was: market strongly and across all channels – the customer had no choice but to notice your mass-advertisement and got impressed (where would she hide anyways?)

IKEA is a key player contributing to improved lifestyles the world over and clearly deserving to have a place where they could unwind, collaborate and be even more productive – and turning to Ephlux for their Enterprise Social Network proved worth-the-while.

A friend of mine, Kathy, recently told me her story of an experience she’d never forget. Soon enough, I realized it was not really a memorable one – instead an experience she never wishes to have again. As a customer, I would hate to go through such a disconnected experience.

Because the Telco Industry isn’t really leading the Customer Experience Walk, it can learn from others that have loyal customers converting into ardent advocates quite rapidly. To achieve this loyalty beyond reason, Telecoms will need to work on their customer satisfaction scores – by doing absolutely nothing wrong and then doing certain things that are awesome!

Our superbly connected lives in this Digital World should have had awesome telecommunication services (which form the foundation) – sadly, it isn’t so! Although the telecommunication service providers have marked off the basic voice and telephony services and now offer multitudes of entertainment channels and various other value added services. For the customer, it just doesn’t cut it anymore!

Banks have served the public for a long time, but putting the money on the table today has become more complex than ever was conceived. Banks need to set the strategy according to the customers today and have the strategy ready for tomorrow as well – yes, because that’s how fast the customer demands and needs are changing.

It’s been a while that we’ve heard of the smart refrigerator that knows when you’re out of milk or the smart lightings in your rooms that know when you enter or leave – smart technology has started to populate around us, watching us. But, I’m tempted to ask if the independent and exclusively programmed smart devices really have a long life purpose?

Moving up the value chain are the Insurance Companies as they aim to deliver exceptional experiences and earn loyalty from delighted customers.

A New Year’s Resolution is a process that requires practical planning, if ever it needs to get past the wordy decision and achieve successful results. No this blog isn’t about the chestnut resolutions of losing weight or altering lifestyles, but instead a sturdy and holistic approach to A New Year’s Resolution to making the customer experience a successful process!

It’s not another buzzword. Enterprise applications are actually becoming widely adapted to SOA principles as a solid foundation. SOA that started out as a basic middleware technology for linking loosely coupled software components has faster than anticipated grown to become a key enabler of many of today’s hottest technologies.

We know how important “Good Data” is in this world of ever-growing Big Data. This has given rise to a new dimension to the information flow across industries. If we look at the healthcare industry, patients have become willing to trade their privacy for easy access to their medical information – another hint to the ever discerning and enlightened consumer – the impatient patient. Let’s see where the healthcare industry stands with the other industries right now.

Powered by the voice of customer measurement, predictive analytics and a proven methodology, the new Customer Experience Platforms should provide unparalleled visibility into the multichannel customer experience. A lot of work is to be done, because by the looks of the rising expectation bar, only sky’s the limit.