Customer experience is indeed a competitive space. The ability to deliver a delightful experience to every customer has become a key differentiator for many enterprises. The various factors that attribute towards a disconnected customer experience include:
In this era of Digital transformation, every enterprise is working hard in building multiple touch points and journey maps for their customers. The customer expectations can’t be met with multichannel presences alone; good customer experiences with an intuitive, simple, contextually relevant and exciting digital interaction that personalizes all touch points during a customer journey does wonders.
A carefully crafted customer experience framework drives customer loyalty, new revenue channels, and cuts down cost significantly. At ALTEN Calsoft Labs, we deliver compelling digital experiences by developing an omni-channel architecture comprising of:
Today’s tech-savvy customers expect rich personalized digital experience across all the channels whether it’s offline or online in all their day to day activities or simply a “Personalized Omni-channel experience”. ALTEN Calsoft Labs is actively involved in providing the Personalization touch to all of our omni-channel offerings.
APIs play a major role in digital business transformation by helping companies go to market quickly. Omni-channel APIs remove the complexities of underlying systems using microservices architecture and together it helps building truly seamless and scalable front-end experiences.
ALTEN Calsoft Labs excels in the art of creating delightful experience for enterprise customers by leveraging the potential of APIs & Microservices architecture. ALTEN Calsoft Labs’ Architecture Group is focused on developing frameworks and accelerators to enhance productivity and provide best practices and guidelines for microservices architecture implementation to organizations.
In an enterprise there is a deluge of information every day pertaining to consumers, employees and processes. This information when analysed, can reveal actionable and profound insights about their unarticulated interests, desires and behaviours. Digital enterprises use modern tools like mobile location analytics, social listening, sentiment analysis, clickstream data analysis, machine learning, and predictive & prescriptive analytics to provide deep and real-time consumer insights.
APIs or microservices enable experiences by integrating heterogeneous data systems/silos, viz., OMS, ERP and Customer Service platforms, to communicate with each other. Further integration of offline(on premise), online, and mobile interactions through APIs can abstract customer data silos, thus empowering organizations with the data they need to determine how best to personalize customer’s overall experience. Our dedicated Big Data analytics CoE possesses the experience, skills and tools that help enterprises uncover hidden customer behaviours, attributes and interests and deliver 360o customer experience. We have built a comprehensive set of offerings to help companies transcend digital boundaries and deliver sustainable customer experience.