Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
Improve personalization and real-time capabilities
Buy if you can, build if you must
Making a Business Case for a CEH
Who has the project ownership?
Who has the operational ownership?
Who has the operational ownership?
Risk of inaction: How much longer can tolerate the inefficiency of not having a CEH and all the advantages it confers?
Head of Customer Experience
CIO
Head of Digital
CMO
Head of Service
Head of Sales
Take Stock of As-Is CEH Components
Many decision makers
Many purchases
A wide variety of vendors
Discover a complete view of what types of technologies are in use in the organization, who all are using them, and supporting which types of functions or customer touchpoints
Technology Components
Products
Divisions
Functions
Examples of Common Technologies Used as Part of Customer Engagement Hub
Email, Web, Mobile Campaign Management
Web Content Management
Customer Engagement Center
Digital Commerce Platform
Web/Mobile Customer Self-Service
Business Process Management
Contact Center Infrastructure/CCaaS
Voice of Customer Solutions
Master Data Management
Web and Mobile App Analytics
Customer Interaction Analytics
Journey Analytics
Messaging/Social Customer Service
Digital Personalization Engine
Hybrid Integration
Customer Identity and Access Management
Real-Time, Unified Customer Data Capture, and Storage
Streaming Analytics/Event Streaming Engine
Link the Context, Break the Silos
Link the customer context between the buying cycle and the owning cycle:
Marketing and customer service
Marketing and sales
Customer service and sales
Break the silos:
The independent social marketing and customer service organizations
The customer service team and field service team
Companies and their dealers and distribution channels
Companies and their outsourced service centers for product repair and return
Business domains and IT teams
Get Started by Focusing on High-Value Moments
Introducing CX MOMENT™ as part of our Customer Journey Mapping initiative by applying C.Digital and Business 4.0 paradigms.
Inventory customer touchpoints across the entire CX life cycle
Pick two to three moments that will have the greatest impact
Understand high and low points in the customer journey to find opportunities for continuous intelligence
Get
Use
Pay
Serve
Onboarding
Order confirmation
Tracking number
What to expect
Activation
Portal signup
Account setup confirmation
"How to video"
Product Education
FAQs
User tips
Bill Pay
1st bill explained
Autopay
Paperless signup
Credit card preauth
Tech Support
Appt confirmation
Resolution confirmation
Upgrade/Change
One-click confirm
Wrap Up/Renewal
Renewal reminder
Survey
Develop Roadmap to Improve Personalization and Real-Time Capabilities
By 2022, more than 10% of customer engagement hub architectures will include real-time event streaming and streaming analytics.
Proactive
Individualized
Real-Time
Technologies Enabling Real-Time Continuous Intelligence for Customer Experience
Buy if you can, build if you must
Hybrid Integration
Customer Identity and Access Management
Real-Time, Unified Customer Data Capture, and Storage
Streaming Analytics/Event Streaming Engine
Invest in enterprise or startup technologies
Enterprise
Startups
Expand existing investments
Leverage prebuilt integrations
Greenfield
Speed and innovation
Narrow use cases
Midsize enterprise
Recommendations
1Do not start by looking at the IT systems. Identify customer journey moments delivering the highest value for customers and your business.
2Treat customer engagement hub as a multiyear technology and process initiative.
3Find executive sponsorship and owner of the project and break organization barriers.
4Question, assess, and then match the speed of response to the specific requirements of the business activity by determining the right time for every decision.
5Acquire or develop the skills necessary to implement real-time continuous intelligence.
6Prepare for extensive system integration of products from multiple vendors to achieve business value.
