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Consumers want unified experiences that point solutions can never deliver.

The way the world communicates has changed.

The rise of modern digital and social channels has transformed the customer journey — creating an infinitely more interactive, immediate, and personalized path. But the world’s largest companies have struggled to adapt to this new reality.

Customer data has grown exponentially. And traditional systems can’t keep up.

2.5 quintillion bytes of unstructured consumer data are created each day on channels that brands don’t own, and can never control. And since point solutions don’t work together, they can’t support seamless customer experiences. The result: chaos.

Customers are now connected. And their expectations have changed.

Consumers now expect a brand experience that flows seamlessly from one channel to the next. One that understands their connections, and delivers instant, personalized attention.

For the unifiers, there is a better path forward: unified customer experience management (Unified-CXM).

The Path to Unified-CXM

For the Unifiers™ | STAGE ONE

The future of business is customer-centric.

Consumers now engage with brands 24/7 across a broad spectrum of channels, generating oceans of unstructured data that reveal essential insights into their motivations and expectations.

This shift demands an evolution in how brands engage with customers — spotlighting the need for personalized experiences that put the consumer at the heart of every conversation, rather than the brand or product. Customer-centric companies will win in every industry.

For the Unifiers™ | STAGE TWO

Be present. Be engaged.
Be Human@Scale™

Wherever your customers may be - live in stores, online on your site, or engaged in conversations about your brand, products, or competitors on 30+ digital channels - they expect you to be listening and ready to act.

What’s more, if they shift from one channel to another, they expect continuity. A patchwork of siloed point solutions can’t do that. But Unified-CXM instantly adapts to whatever channels they use, both now and in the future, so that you’re always engaged — and always prepared to make your customers happier.

For the Unifiers™ | STAGE THREE

AI finds needles in haystacks by spotlighting customer intent.

Gathering data from individual channels isn’t enough. The key is extracting meaningful information across all channels, and transforming it into actionable insights your team can use to engage effectively with customers.

Artificial intelligence is the answer. Unified-CXM powered by AI pulls in petabytes of structured and unstructured data from customers — across different platforms, markets, and languages. Then it actively interprets it all, finding needles in haystacks to ensure that your business can recognize and understand every signal of customer intent.

For the Unifiers™ | STAGE FOUR

Bringing teams together helps your customers.

Unified-CXM is a single-platform strategy that connects your company’s brain with its body, enabling all customer-facing teams to collaborate and take action in sync.

It starts with research: AI stitches together patterns to generate insights that help brands innovate and take action quickly. It follows with care, bringing customer service into the digital age by diverting simple questions to AI-powered chatbots; routing conversations that need a human touch to the right team at the right time; and empowering those teams with the resources to resolve issues faster.

Unified-CXM also learns where and how to deliver personalized messages to customers, so your marketing and advertising works more efficiently and effectively. Finally, it connects everything to sales — so your teams can capitalize on every opportunity, and your customers can get the products they want.

For the Unifiers™ | STAGE FIVE

Never stop looking for ways to improve.

Unified-CXM helps brands understand customer signals by connecting data across channels and organizational silos. It seeks out and spotlights the ways customer experiences continue to evolve, and prepares your teams to meet next-generation customer needs with strategy, process, and collaboration.

At the same time, Unified-CXM delivers the metrics and analytics you need to measure performance and ROI. From revenue growth and cost containment to increased productivity, campaign optimization, and risk mitigation, Unified-CXM delivers a clear picture of how your organization is doing… and how it can do better.