IS YOUR

JOURNEY MAP ACTIONABLE?

 

Drivers

  • Rise in significance of customer centricity and engagement
  • Customers and prospects are active on multiple channels
  • Importance of micro-segmentation
  • Rise of millennials and social

Challenges

  • A “customer-in perspective"
  • Complexities from cross-organizational, multichannel interactions 
  • Clutter in actionable journey maps
  • Engagement pitfalls including last mile physical touch points with end customers

Need of the Hour: Front2Back™ Transformation

 

  • Customer-in balanced with organizational and channel complexities
  • Touchpoint based approach integrating end-user, conversations and last mile
  • Micro-engaging customers and millennials

 

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ARE YOU ABLE TO CONNECT AND ENGAGE WITH 

YOUR CUSTOMERS IN REAL TIME?

 

Drivers

  • Focus on contextual relevance
  • Shortened attention spans
  • Value attributed to being proactive
  • Importance of differentiation

Challenges 

  • Holistically integrating all relevant digital elements
  • Weaving a solution across vendors and platforms
  • Prioritizing and sequencing solutions to meet business objectives

Need of the Hour: Front2Back™ Transformation

  • Integrate key elements of digital media
  • Develop solutions that span multiple vendors and platforms
  • Real-time, outside-in focus

 

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IS AR/VR

PART OF YOUR REALITY

 

Drivers

  • Rise of millennials who are looking to be wowed
  • Need of new ways to engage
  • The need to differentiate from competition
  • The possiblility to reshape business processes and recast engagement

Challenges

  • Business sponsorship, high startup costs and pragmatic use cases
  • Experience in tradingoff technology, cost and speed
  • Platform Selection, skill set availability and cost-benefit-ROI
  • Meeting project timelines

Need of the Hour: Front2Back™ Transformation

  • Tangible and cost-effective way to experiment based on pragmatic use cases
  • Platform Selection
  • Skill set availability
  • Optimizing cost-benefit-ROI

 

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HOW DOES CUSTOMER 360

LOOK TO YOU?

 

Drivers

  • Customers are in control
  • Demand for personalized attention across engagements
  • Shortening marketing and sales cycles

Challenges

  • Complexity from rise in number of touchpoints
  • Merging relevant technologies together
  • Integration across systems
  • Sequencing and orchestration
  • Data related challenges

Need of the Hour: Front2Back™ Transformation

  • A single version of digital customer identity
  • Leverage digital identities for behavior modeling, segmentation and loyalty scoring
  • Integration, sequencing and orchestration
  • Coordinated, cross-channel integrated data analytics

 

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ARE YOU READY FOR

WCAG 2.0 ON JAN 1, 2018

 

Drivers

  • Section 508 goes into effect from January 2018 and 4 of 5 firms unprepared
  • Importance of the accessible market segment and as a differentiator
  • Rise in global awareness of accessibility
  • Rise in lawsuits for non-compliance

Challenges

  • Lack of clarity on applicability
  • Management attention and lack of self-assesment
  • Disparate project-level initiatives and vendor selection
  • Inadequate enterprise-wide coordination including checklists

Need of the Hour: Front2Back™ Transformation

  • Enterprise program level initiatives
  • Tool-agnostic approach
  • Quick self-assessment/benchmarking
  • ROI business case with metrics and dashboard
  • Issue-reporting and remediation cycle

 

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