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SOCAP International Conference
In today’s connected world, digital channels have dramatically increased the volume and range of incoming interactions and with social media presence, companies are asked to act faster on consumer behavior. With the disruptions that IoT, Social, Mobile, Analytics & Cloud Technologies are creating in the ecosystem, todays organizations are rapidly changing their business ecosystem. The customer journey spans across multiple channels and departments and consumers are much less forgiving of a poor experience or service. There’s no such thing as business as usual – organizations need to be agile, flexible and able to change quickly as customer needs evolve.
So, how can organizations change the way they operate, break down silos and provide a holistic connected consumer experience?
C3i Solutions, an HCL Technologies company, offers ‘Consumer Hub’ – a synergized set of service and business capabilities framework targeted to deliver positive results across multichannel touchpoints for connected consumer experiences.
As an established multi-channel customer engagement services provider, specializing in global, high-touch consumer, and end-user management services, we have redefined the concept of consumer delight, experience and services, using business rules to determine the best action, information or process to engage the customers for omnichannel experiences.
AI driven customer engagement solution for sentimental insights
MAX Insights analyses the customer engagements registered with your brand (be it in the form of CRM, online reviews, emails, forms). It then uses a self-learning AI to identify what is the context & sentiment of the customer, what features are liked/disliked, how the competition is performing.
AI powered customer personalization solution for unified view
MAX Personalization is an AI-powered Personalization Anywhere™ platform that delivers individualized experiences at every customer touchpoint: web, apps, email, kiosks, IoT, and call centers. The platform’s data management capabilities provide for a unified view of the customer, allowing the rapid and scalable creation of highly targeted digital interactions.
Max Unified Intelligence
Multichannel customer engagement solution for omnichannel experiences
MAX Unified Intelligence is a multichannel customer engagement solution that provides seamless customer experiences across mobile, web, and traditional dial-up channels by unifying the customer journey and empowering agents with the right set of tools & information. Organizations can apply call routing strategies to knowledge workers across the enterprise thereby improving sales outcomes.
Dale Conwell ,Vice President | C3i Solutions, an HCL Technologies Company
Dale Conwell, with more than 27 years of experience in consumer care, has been successful in ensuring that the business partner is fully aligned with the respective client - both deep and wide into the respective organizations. Dale has been actively involved with the C-suite clients to ensure that consumer care is aligned with the clients’ short and long term strategies.
Rama Rengarajan, Director, R&D Technical Services & Consumer Relations | Kraft Heinz Company
Rama Rengarajan is responsible for bringing all departments together to ensure innovative and consistent consumer care delivery at Kraft Heinz. He has instituted creative solutions to create full transparency. His experience also includes years at The Kellogg Company and Coca Cola.
When we talk about customer experience & improving it, rarely do we consider customer care as a department that will help us improve it. All the efforts from customer acquisition to retention is seen as something that is “marketing” specific. Although customer care is seen as a tool to keep the customers happy by ‘listening’ to their queries, most of the times it is limited to only that.