Customer Engagement Platform - Engage, Sell, Serve | HCL Tech

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Overview

Digital Experience Management is more about differentiating business models and less about technology. Modern enterprises have to build their entire digital eco systems around enriched customer experience.  As a discipline, customer experience management has started to mature. Businesses have started using data to provide differentiated and personalized experiences to customer. Businesses have to recognize that  every customer touchpoint is an opportunity for the business to improve loyalty, provide an enhanced experience as compared to  competitors and also subtly push marketing agenda to address cross selling and upselling opportunities. Marketers are constantly looking into avenues that will allow them to understand buying behavior and usage patterns of their consumers.

Gartner’s predicts the following trends, by 2025:

  • 40% of investments on data analytics will be against Customer Experience aspects
  • 10% of first level customer engagement will be through Virtual Customer Assistants

Digital Experience management is undoubtedly the core of marketing and commerce strategies that organizations will build. Five strategic themes that will drive success for enterprises.

  • Know everything about your customer
  • Present a singular experience
  • Be available across channels
  • Customer servicing is key
  • Don’t take Data Privacy lightly

It is highly imperative that organizations continue to invest in processes and technologies that will help them understand their customers better. Needs of organizations in managing digital experience are very typical of the industry verticals. Verticals such as Financial services, Hi-tech, retail, consumer goods and telecommunication are characterized by predominantly  younger (Generation Z) consumer base have started making great inroads in investment in experience technologies. Verticals such as healthcare, life sciences  are focusing on personalization features as they are characterized by a very diversified consumer base. Having a vertical focus in digital technologies has become an important imperative. IT leaders should focus on building digital ecosystems around:

  • Hyper Personalization
  • Data Privacy
  • Omni Channel
  • Customer servicing

Digital engagement technologies have evolved now to manage processes, policies, organization designs, systems and applications so that they are able to deliver positive, fulfilling and higher engagement experience to customers. Our services enable organizations to have deep and meaningful customer connections by building robust digital foundations with marketing activation services to create, manage and monitor digital marketing operational needs. Our services enable marketers deliver contextual customer experience across channels and journey touchpoints, reduce campaign time to market, provide effective actionable insights and improve market ROI attribution. 

Solutions

Advantage Experience

Advantage Experience is a cross platform solution to build marketing and experience technology solutions faster and efficiently. Advantage experience supports all leading digital experience platforms such as Adobe, Sitecore, Drupal etc and provides end-to-end services right from platform setup services to code automation and DevOps. It helps delivering a digital experience platform with engineering and marketing capabilities with 50-60% faster time to market.

Customer 360++

Solution framework to accelerate customer analytics journey across different verticals.

  • Provides a single view of the customer across the enterprise.
  • Pre-built predictive analytical models that provide comprehensive insights about customers. 
  • Personalized customer experience through data-driven insights.

Neo

A fully managed solution to encapsulate the complexity associated with all layers of content management eco system. Neo makes content easier to manage and to be used as an underlying service. Key elements include:

  • Utility Based Pricing
  • Modern Backend Services
  • Scalable Architecture
  • Managed Operations

Advantage Commerce

Advantage commerce framework helps deliver omnichannel commerce programs quickly by bringing experience delivery across modern digital touch points in conjunction with headless commerce architecture along with full e-commerce ecosystem integration such as OMS, WMS, 3PL, and SCM.

Vertical Solutions

Our experience platform solutions are industrialized to suit various market and domain needs based on real customer use cases. We have solutions that are built for industry personas, use cases and technology ecosystems that can help accelerate a B2B and B2C journey for a retail, travel, LSH, Hitech and financial services scenarios.

iDEA

Integrated Digital Experinece Advisory (iDEA) is a trusted advisor that empowers a marketer in taking right and informed decisions.

  • Framework-driven approach for enabling an actionable strategy to build customer engagement and loyalty
  • Assess your digital maturity
  • Ever evolving and customizable
  • Based on our experience, analyst recommendations and influx of market insights

Services

Experience Platforms

Enabling enterprise marketing/business stakeholders to manage content for seamless multi-channel experience and to enable publishing for marketing and e-commerce platforms.

Marketing Automation

Campaign management services to reach out to target audiences across multiple channels at appropriate time with personalized messages to generate maximum brand impact.

Experience Optimization

Enabling enterprises to tailor channel experience based on customer journey, customer preferences, and online behavior.

Omnichannel Commerce

Enabling anytime, anywhere commerce across digital and offline channels whilst having complete visibility of inventory to provide flexible order fulfilment options.

Integrated Analytics

Enabling enterprises to gain real time insights to make meaningful business decisions and to optimize customer experiences based on them.

Customer 360

Enabling organizations to define a 360 degree view of the customer that is a combination of CRM data, Online behavioral data, and channel data.
HCL Global Digital Execution Report

Before you go, you may want to look at this collateral!

Submitted by abhinay.khandelwal on Wed, 2017-03-01 10:03
Solutions Template 2: 
Solution Title: 
Advantage Experience
Solution Description: 
Advantage Experience is a cross platform solution to build marketing and experience technology solutions faster and efficiently. Advantage experience supports all leading digital experience platforms such as Adobe, Sitecore, Drupal etc and provides end-to-end services right from platform setup services to code automation and DevOps. It helps delivering a digital experience platform with engineering and marketing capabilities with 50-60% faster time to market.
Solution Title: 
Customer 360++
Solution Description: 
Solution framework to accelerate customer analytics journey across different verticals.
  • Provides a single view of the customer across the enterprise.
  • Pre-built predictive analytical models that provide comprehensive insights about customers. 
  • Personalized customer experience through data-driven insights.
Solution Title: 
Neo
Solution Description: 
A fully managed solution to encapsulate the complexity associated with all layers of content management eco system. Neo makes content easier to manage and to be used as an underlying service. Key elements include:
  • Utility Based Pricing
  • Modern Backend Services
  • Scalable Architecture
  • Managed Operations
Solution Title: 
Advantage Commerce
Solution Description: 
Advantage commerce framework helps deliver omnichannel commerce programs quickly by bringing experience delivery across modern digital touch points in conjunction with headless commerce architecture along with full e-commerce ecosystem integration such as OMS, WMS, 3PL, and SCM.
Solution Title: 
Vertical Solutions
Solution Description: 
Our experience platform solutions are industrialized to suit various market and domain needs based on real customer use cases. We have solutions that are built for industry personas, use cases and technology ecosystems that can help accelerate a B2B and B2C journey for a retail, travel, LSH, Hitech and financial services scenarios.
Solution Title: 
iDEA
Solution Description: 
Integrated Digital Experinece Advisory (iDEA) is a trusted advisor that empowers a marketer in taking right and informed decisions.
  • Framework-driven approach for enabling an actionable strategy to build customer engagement and loyalty
  • Assess your digital maturity
  • Ever evolving and customizable
  • Based on our experience, analyst recommendations and influx of market insights
Serviceline Inner Whitepaper Header: 
THOUGHT LEADERSHIP
Serviceline Inner Thought Leadership Header: 
INSIGHTS
Solutions section heading: 
Solutions
Services Template 2: 
Services Description: 

Enabling enterprise marketing/business stakeholders to manage content for seamless multi-channel experience and to enable publishing for marketing and e-commerce platforms.

Services Icon: 
Services Title: 

Experience Platforms

Services Description: 

Campaign management services to reach out to target audiences across multiple channels at appropriate time with personalized messages to generate maximum brand impact.

Services Icon: 
Services Title: 

Marketing Automation

Services Description: 

Enabling enterprises to tailor channel experience based on customer journey, customer preferences, and online behavior.

Services Icon: 
Services Title: 

Experience Optimization

Services Description: 

Enabling anytime, anywhere commerce across digital and offline channels whilst having complete visibility of inventory to provide flexible order fulfilment options.

Services Icon: 
Services Title: 

Omnichannel Commerce

Services Description: 

Enabling enterprises to gain real time insights to make meaningful business decisions and to optimize customer experiences based on them.

Services Icon: 
Services Title: 

Integrated Analytics

Services Description: 

Enabling organizations to define a 360 degree view of the customer that is a combination of CRM data, Online behavioral data, and channel data.

Services Icon: 
Services Title: 

Customer 360

Services section heading: 
Services
Landing Page hierarchy: 
Digital Applications & Platforms