A 360° – comprehensive approach to customer digital journey
A customer’s digital experience with a service provider is a direct indicator of how the customer’s life has been made easier by them. An end-to-end customer journey data is required to create a 360-degree view of the customer-operator relationship. Service providers need to utilize AI-data analytics to gain 360° views, capture customer buying choices across multiple touchpoints, among others. All these factors together contribute to improving digital experiences and help attract new customers while keeping existing ones happy.
AI-ML powered hyper-personalization in real time
Csmart Assure/Aspen is an AI-ML first data analytics platform powering telcos with an in-depth analysis of customers’ data. By understanding their previous choices and current preferences, Csmart Assure/Aspen helps telcos predict customer’s future needs and then make relevant and personalized recommendations.
Such data-led customer learnings equip operators to present offerings that match the customer’s needs. Service providers find it much easier to then customize campaigns, offers, promotions, value-added services to specific customer segments with higher chances of purchases.
With AI-powered customer engagement, Csmart Assure/Aspen also helps telcos improve/amplify Customer Value Management.
Artificial Intelligence (AI)/Machine Learning (ML) – Use future technology to provide a good experience
As per most of the belief, Artificial intelligence and Machine learning are going to be future in many industries which are also believed to replace human intelligence in many sectors in the future. Similar to the other industries it is believed that Artificial intelligence and machine learning are going to be the future of CRM as well which is continuously increasing and redefining the efficiency of CRM software.
Earlier the customer relationship management is a system that automatically manages the customer contact details which a customer itself provides in different forms like emails, form submissions, and purchases.
But the next-generation technologies like artificial intelligence supported by machine learning will have the capacity to provide a 360-degree view of customer’s experience in real-time gathered from multiple inputs.
AI technology is leveraged in training model with the sample data collected which deals in feeding demographics and their sales records and helps in identifying the pattern therefore in coming years these models will be used in predicting the possibilities of customer’s purchases, as a result, it will help in identifying the potential customers and priorities the customers could be handled.
These models will also help to predict customer behavior, evaluate sales funnel, predicting revenue with maximum accuracy.
AI will also be capable of identifying the different objects in an image and their location. A company could use objects or the location details as well in the picture to understand the customer wish or the interest as usually a person would take a picture in the place they like or near the things one wishes to own with which a gift as an object or movie ticket or sports match ticket could be provided as part of the Loyalty program and in the similar way the data gathered could be used for many more customer engagements. Most of the times we all know that a person’s mind thoughts can be guessed by their body language or with their speech with the human intelligence similarly the AI could digitally capture the emotions and the sentiments of the customers faster and accurately through Natural Language Processing (NLP) by the way of comments the customer have made or through voice recognition. This technology is going to be a peak in future CRM and it aids in targeting the customers.
Similarly, if the AI and ML are integrated with any live weather systems, if they’re a threat to the customer or to their properties due to bad weather then the CRM system could send a push notification to the customers so that the customer could either purchase property insurance or make alternative arrangements like parking their vehicles in a different place.
Such services will surely make such customers as an advocate for the brand and would retain in the brand. As many researchers say that retaining an existing customer is much more cost-effective than spending on promotions for tapping a new customer.
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