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
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CX Primer lays the foundation for enabling 360-degree customer (C360) insights with the CX Datum initiative.At Virtuos, we take an outcome-centric approach to the definition of requirements by quantifying how customer data is expected to improve the customer experience (CX) and deliver business benefits. Another method is to strike the optimal balance between the two vectors of C360 complexity, namely the required scope of customer data and the governance needed to fulfill a request for C360 insight.The explicit goal of undertaking the CX Datum initiative is to see the structure of data driving C360 insights by understanding the disparate sources of data, the flow, the integration points, and finally, how the Data is deciphered for a purpose.
Reliance on Data to Improve CX
Data-Centric CX Improvements
Source: Gartner
There’s an improved reliance on data to improve Customer Experience (CX) more than ever. The following diagram (left side) from the Gartner CIO Survey, October 2019, shows the percentage of respondents rating the extent of scaling at 5, 6, or 7. Data-centric CX improvements from Gartner’s CDO Circle Poll 2019 reveal the key obstacles to value creation from Data.
CUSTOMER DATA GENESIS
Customer Data is the cornerstone of any business strategy — a collection of data from various sources to manage the data qualitatively across the organization.During our CX Datum initiative as a part of CX Primer, Virtuos Consultants can find the sources of customer data and how the data is utilized within and outside of the organization.
Customer Data Type
Organizations maintain vast customer data throughout the myriad of data points. For ease of purpose, the data is further pruned by the category - personal data, engagement data, behavioural data, and attitudinal data. The linkages amongst these data types are also ascertained based on data sources. Our workshop covers some of the best practices by knowing how marketers use demographic data, psychographic data, and content assets.
Customer Data Sources
Five essential sources of data collection include the company’s website (or e-commerce portal), non-commerce transactions, campaigns, surveys, social media. The data could be stored in a variety of systems, namely Web Analytics, CRM, Marketing, ERP, Supply chain, HR, and Financial packages.
Customer Data Flows
How data is related and linked to each of operations, namely website to CRM, CRM to campaigns, transactions to surveys, or ERP. Data flows are also determined by the permissions and privileges in compliance with the privacy and governance policies of the organization and the customers.
Validation and Analysis
What are the cycles of validation to verify that the data is accurate, usable, and optimized for customer 360 insights? The CX program requires a governance model for the data classification, association rule mining, clustering, outlier detection, regression analysis, and prediction.
"Rome wasn't built in a day. You need to understand how it comes together brick-by-brick; how each of the components slots together - or doesn't!"
CUSTOMER DATA DRIVING EXPERIENCE FLOWS
How do you deliver relevant experiences without the foundation of personalization data?
Our Data teams work with the customer's CDO or Data Experts to understand the data relationships across four digital dimensions and by industry and region. Our CXNow advanced services comprise of:
a) benchmark digital performance relative to competitors and understand strengths and weaknesses;
b) identify opportunities to improve digital’s business impact and prioritize capital allocation;
c) educate teams on best practices and help them stay abreast of digital developments and disruptions, and
d) measure performance over time to hold teams and vendors accountable.
Desktop Display Advertising Quality and Efficiency
Email Marketing Segmentation and Customization
Earned Media
Social Media
Reach, Frequency, Engagement, and Content
Promoted and Organic Visibility
Facebook
Instagram
YouTube
Snapchat
Twitter
Emerging & Regional Platforms
Mobile
Smartphone Experience and Consistency
Organic Search Visibility
Paid Search Effectiveness
Mobile Content & Innovation
Mobile Apps
Align D&A Strategy With Business Strategy
How do organizations deliver the highest value using data and analytics (D&A)?
One of the most important tasks that a CDO or other data and analytics leaders must complete is to turn the demand for data management and business analytics into actionable strategies to deliver business value. Virtuos strategy compass as part of CXNow Transformation Services will guide leaders in the first step of this process — that is, developing a comprehensive data and analytics strategy.
During the CX Datum initiative, our Consultants will assess, and garner information on the D&A alignment with the business strategy on four factors:
Demonstrable business value while investing in innovation
How organization plays by the rules by using data and analytics governance
Identification of the technology requirements that fit an organization's needs
The business strategy with an organizational approach that fits within the organization’s culture
CXDATUM, AN INTEGRAL PART OF CX PRIMER
Engage with Virtuos Consultants to book a FREE CX Primer workshop to provide smarter insights. For more advanced CX Datum Services engage with CXNow Digital Transformation Consultants.
