Ness je hlavním partnerem SAP Industry Days 2021

Zúčastněte se virtuální konference SAP Industry days 2021, na které se dozvíte o trendech v digitální transformaci a novinkách ze světa SAP. Připravili jsme pro Vás prezentaci našich zkušeností s pokročilým systémem plánování SAP S/4HANA ve výrobní firmě.



Zveme naše stávající i potenciální zákazníky na Manufacturing Day konference SAP Industry Days 2021, který se uskuteční 9. září. Den bude věnován novinkám a aktuální trendům v oblasti řízení výroby, zásobování a logistiky.

Naši experti vystoupí v odpoledním bloku a představí podnikový informační systém SAP S/4HANA pro komplexní podporu zakázkové nebo malosériové výroby.

14:30–14:50  Komplexní podpora zakázkové výroby v systému SAP S/4HANA



Ukážeme vám, jak v SAP S/4HANA spolu s klíčovými nadstavbovými aplikacemi odřídíte vše od obchodní příležitosti a akceptaci objednávky přes tvorbu konstrukčního návrhu, technickou přípravu výroby a plánování výroby až po řízení servisní podpory. Vše v rámci jednoho systému s jedním společným zdrojem dat, ve kterém si jednotlivé aplikace data bezešvě předávají.

Zaregistrujte se ještě dnes.

Pozvánku s detailním programem naleznete zde.

V Ness zavádíme vlajkovou loď mezi podnikovými informačními systémy SAP S/4HANA ve společnostech různých velikostí. Dokážeme Vám, že platforma SAP není ani velká ani drahá, jak se mezi podniky v České republice traduje. Partnerem SAP CZ jsme již od roku 1995.

Rádi zodpovíme vaše dotazy, neváhejte nás kontaktovat.

Ivo Procházka, Sales Manager
[email protected], +420 774 655 079

Ivona Berková, Consultant
[email protected], +420 702 268 092

 

Ness Czech chce do IT přinést více diverzity

Praha, 16. srpna 2021: V rámci podpory diverzity a zároveň s ohledem na získávání nových talentů na pracovním trhu se společnost Ness Czech, přední český systémový integrátor, stala partnerem platformy Diversity Talent Pool. Ta propojuje uchazeče s nejrůznějšími kulturními, národnostními, zdravotními či osobními specifiky, se zaměstnavateli, kteří mají zájem o nové talentované pracovníky a zároveň chtějí podpořit rozmanitost svého týmu.

Diverzita v pracovním prostředí pro nás představuje zdroj nových nápadů a inovací a prostor otevřít dveře často zbytečně opomíjeným talentovaným pracovníkům.  Za účelem její podpory jsme navázali partnerství s platformou Diversity Talent Pool,“ říká Pavlína Janíková, ředitelka HR a marketingu ve společnosti Ness Czech, a pokračuje: „Nejde nám přitom jen o tradiční vnímaní diverzity v podobně národnostně, kulturně, věkově či genderově vyváženého týmu, chceme dát šanci i lidem, kteří disponují žádanými dovednostmi, avšak díky svým zdravotním či jiným omezením nemohou například absolvovat běžný pracovní pohovor. Celý pracovní trh v IT se potýká s takřka kritickým nedostatkem talentů a tohle je z našeho pohledu nová možnost, jak je získat.“

Hlavním cílem platformy Diversity Talent Pool je proto odstraňovat překážky mezi uchazeči o zaměstnání a zaměstnavateli. „Namísto unifikovaného náborového procesu se snažíme vždy udělat krok vpřed, otevřít se uchazečům s individuálními potřebami a přizpůsobit se jim. Jsme přesvědčeni o tom, že žádný zaměstnavatel by se neměl zaměřovat na limity a omezení kandidátů, ale na jejich talent a odborné dovednosti,“ přibližuje Pavlína Janíková s tím, že kvalitní a otevřená kultura firmy a její hodnoty pak dokáží přilákat mimořádné talenty, které by jinak zůstaly zbytečně přehlédnuty.

„Za více jak 20 let práce s různými komunitami se běžně setkávám s tím, že různá, i malá, znevýhodnění nebo životní situace jsou pro lidi nesmírnou překážkou na pracovním trhu. Nejedná se jen o lidi s fyzickým postižením, ale i o ženy, rodiče nebo sendvičové generace. Talentovaní lidé se často podceňují, podhodnocují a platově snižují nároky kvůli vlastním předsudkům nebo zkušenostem z pohovorů, protože nějak vybočují“, říká Jana Tikalová, zakladatelka Diversity Talent Pool a ředitelka OPIM, a dodává: „Nástroj má nabourat obavy z pohovorů jak ze strany kandidátů a kandidátek, tak ze strany firem, kde při pohovorech často nevědomé předsudky ovlivní výběr. Talenti pak ztrácejí šanci. V Poolu chceme a vítáme takové zaměstnavatele, kteří odlišnost vnímají jako benefit a s případnými předsudky umí a chtějí pracovat. Jednou z nich je Ness.“

Nástroj Diversity Talent Pool vznikl z iniciativy neziskové organizace OPIM, která se tématu diverzita a inkluze věnuje již 20 let. Firmám umožňuje prezentovat nabídku pozic a pracovních možností uchazečům. Těm zároveň poskytuje možnost firmám sdělit svá omezení, a tím je během náborového procesu určitým způsobem eliminovat. Obě strany se díky tomu mohou zaměřit na to pozitivní, co si z hlediska pracovního uplatnění mohou vzájemně nabídnout.

O společnostech Ness Czech a Ness Digital Engineering

Ness Czech, přední český systémový integrátor a součást mezinárodní skupiny Ness Digital Engineering, patří mezi největší poskytovatele IT služeb v České republice. Od roku 1993 se profiluje jako průkopník v zavádění nových technologií a softwarových produktů. Mezi nejvýznamnější zákazníky patří například O2 Czech Republic, Komerční Banka a ČÚZK. Ness Digital Engineering je globální poskytovatel komplexních řešení a služeb v oblasti informačních technologií.

Kontakt pro média
Kamil Pittner, Media Consultant, PRCOM, +420 604 241 482, [email protected]

Pavlína Janíková se stala viceprezidentkou pro HR & Marketing

Praha, 15. července 2021: Do vedení společnosti Ness Czech, významného českého systémového integrátora a člena globální skupiny Ness Digital Engineering, nastoupila na pozici viceprezidentky pro HR & Marketing Pavlína Janíková. Do nového působiště přichází s bohatými zkušenostmi z oblasti řízení lidských zdrojů a marketingu v nadnárodních IT firmách i z vlastního soukromého podnikání.

Pavlína Janíková, v oblasti IT známá pod jménem Mourečková, svou profesní kariéru zahájila ve společnosti SAP ČR, kde zodpovídala za oblast marketingu a PR. Pozici marketingové ředitelky pak zastávala ve společnosti Oracle Czech, kde se jako členka managementu podílela na projektu komplexní transformace procesů a firemní kultury, který významně přispěl k posílení pozice na českém a slovenském trhu. Zároveň se aktivně zapojila do globálních inovačních projektů, na jejichž základě se podařilo v Praze a v Brně vybudovat mezinárodní kompetenční centra podnikových služeb.

Po odchodu z korporátního světa založila Pavlína Janíková vlastní společnost se zaměřením na strategické řízení lidských zdrojů. Společně s týmem konzultantů v rámci ní realizovala několik dlouhodobých projektů v ČR i na Slovensku.

Na postu viceprezidentky pro HR & Marketing ve společnosti Ness Czech je zodpovědná za český i slovenský trh. „Mým hlavním úkolem je připravit a zrealizovat novou strategii, která přispěje k růstu povědomí o společnosti Ness Czech a jejích inovativních projektech a službách. Cílem je zejména podpořit plánovaný růst a rozvíjet odborné kompetence,“ říká Pavlína Janíková.

Pavlína Janíková má ekonomické vzdělání se zaměřením na zahraniční obchod. Ve volném čase se kromě rodiny věnuje psychologii a sociologii. Věří, že lepší porozumění lidské motivaci a chování může významně ovlivnit kvalitu osobního i profesního života.

O společnostech Ness Czech a Ness Digital Engineering

Ness Czech, přední český systémový integrátor a součást mezinárodní skupiny Ness Digital Engineering, patří mezi největší poskytovatele IT služeb v České republice. Od roku 1993 se profiluje jako průkopník v zavádění nových technologií a softwarových produktů. Mezi nejvýznamnější zákazníky patří například O2 Czech Republic, Komerční Banka a ČÚZK. Ness Digital Engineering je globální poskytovatel komplexních řešení a služeb v oblasti informačních technologií.

Kontakt pro média
Kamil Pittner, Media Consultant, PRCOM, +420 604 241 482, [email protected]

Ness Connection: Meet Savita Nehra

Meet Savita Nehra, Associate Vice President – India HR. Savita has over a decade of experience and a passion for working with people, she plays a major role in the success of our human resource initiatives throughout India.Savita

Q: Tell us a little bit about your role and what you do.

A: I am the Associate Vice President – India HR, which means that I work with our business and functional leaders on HR and talent strategies and programs for our India centers. Specifically in alignment with the business priorities and growth plans for employee career advancement, performance management, creating positive employee experience and well-being, and total rewards.

Q: Everyone has their own morning routine to help get their day going. What are the 3 most important parts of your morning routine?

A: I am a firm believer that our daily routines can make a huge difference in how healthy, happy, and productive we are. In a way, part of my morning routine starts the previous night when I review any important events that are planned for the following day. This gives me clarity when I wake up in the morning of the events ahead, and to adjust or rearrange my routine as necessary. On a general day, I prefer to start my morning with a little bit of meditation and what I call an air bath. An air bath allows me to take in as much fresh oxygen, relaxing my body and mind – either by taking a short walk with soothing music and/or simply shutting down my senses from the external environment while sitting in a park. Following this, I enjoy having breakfast with my family, getting my son ready for school, and talking with my mother. Then I like to take 30 minutes to myself to get ready for work and prepare for the day, ensuring that I start my work with a positive frame of mind. Usually, I listen to some inspirational short podcasts during this time before I shift my complete attention to work.

Q: Tell us about your office / what do you keep on your desk?

A: Like most working professionals, I have a planner, scribble pad, work diary, and other work-related documents on my desk. Apart from that, you’ll also find pictures of my family, memorabilia of people who are close to me, and my son’s drawings or handmade cards. These things help remind me in the tough moments at work (which we all face) that I am blessed to have beautiful things in my life and that I am here today because I have handled adversities and turned them into success.

Savita tea

Q: How do you take your coffee or tea?

A: I am a big green tea drinker, and I drink many cups throughout the day. I love the simplicity with which you can make it as well as the health benefits it provides. I prefer the tulsi, ginger, turmeric combo, or hibiscus flavors, but I enjoy trying new flavors as well. There is no special routine or heightened feeling associated with my green tea consumption, and that is another reason I love it. It just goes along with everything.

savita travel

Q: What’s on your to-do list?

A: I love traveling, exploring new cultures, and learning the local traditions. I have already traveled to quite a few countries in Europe and Asia. But the world is so large that I still have so many places on my bucket list, Oceania and Latin America top the list currently. I am also passionate about spending my time teaching kids who are underprivileged or from lesser privileged environments.

savita airforce

Q: How did you get started in the industry? / How did you end up down this career path?

A: I started my career targeting to be in the Indian Airforce and was the first woman in the country to achieve solo status in microlight flying. Being in the Indian Airforce was my childhood dream and passion. However, an unfortunate injury halted my Airforce career prematurely. I always knew my next choice (outside flying) should be Human Resources as I always excelled in people and conflict management. From the very beginning, I always chose jobs that involved people management before making a permanent switch to solely focus on Human Resources a decade and a half ago.

Q: What does the future of this space/industry look like?

A: Having grown up at a time when everything was brick and mortar, it was fascinating when I began to learn about digital technologies. I believe technology has been a great equalizer – from enhancing connectivity to financial/social/civic inclusions. Statistically, digital technologies have advanced more rapidly than any innovation in human history and the use of social platforms are extending to over half the global population today. As we embrace digital technologies and reap the immense benefits, my only concern is how this data is being managed/misused. That is why I believe it is extremely important to adhere to compliances like GDPR and others. However, I am a firm believer in embracing the positives of digital technologies rather than worrying about minor imperfections. After all, digital technologies are course-correcting any minor mistakes at a faster pace than any other innovation has been able to do in our history.

Q: What do you enjoy most about working at Ness?

A: There are quite a few things I really enjoy about Ness. The opportunity to work with leaders from whom we can learn a lot, working with a truly diverse global team helps us to look at opportunities through different lenses. Also, we have an open culture and the freedom to bring in new ideas.

Learn how you can become a part of #LifeAtNess by visiting our careers page.

How to Make Your Salesforce Instance Performance Gold Medal Worthy

The Tokyo Summer Olympic Games may have come to a close, but it’s not too late to focus on making sure your Salesforce instance’s performance is gold medal worthy. After all, poor performance can have a negative ripple effect across your entire business. It can be distracting to your users, hinder productivity, lower confidence in usage and adoption, and result in an overall poor user experience.

Learn how to get on the path to gold medal success and ensure your Salesforce instance performs at an elite level.

Where to Start

The hardest part is often figuring out where to start. Ensure a smooth start by:

  • Drawing a system diagram to visualize current and future features, systems, and users that involve Salesforce. For each part of the system, estimate peak load levels, average load levels, and feature use. Consider user arrival rates, login rates, and pages.
  • Estimating the size and shape of your data, including the number of accounts, users, feeds, groups, and other objects.
  • Understanding data hierarchies and the related data sets which get loaded when viewing individual records.

Measure Performance

The next step is to measure your Salesforce instance’s performance to help gauge and prioritize areas for improvement. Keep in mind:

  • Salesforce provides standard tools such as Lightning Usage App, which allows you to view and measure page and browser performance. It gives you a summary view of what your users are experiencing. It’s a great tool to get started on understanding the performance of your Salesforce instance.
  • The Lightning Usage App is built around data on the Lightning Usage App objects. If the standard dashboards and reports do not give you the level of data you require or require more than the standard reports and dashboards, you can build custom reports and dashboards using Lightning Usage App objects.
  • Salesforce also offers additional tools such as Events Monitoring Analytics as part of the Salesforce Shield package. The Event Monitoring Analytics app makes it easy to base your actions on insights drawn from data pulled from Salesforce event logs. These event logs can be configured to monitor a variety of actions that the users perform in Salesforce, giving you insights into the usage and performance of your system.
  • Running Salesforce Optimizer to get recommendations for feature improvement, clean up customizations, reduce complexity, and drive feature adoption.

Improve Performance

Now that you’re measuring your performance, it’s time to look at how to make improvements to give your users the experience they deserve to be productive.

Reduce Technical Debt

  • Certain design decisions taken based on the capabilities of the platform may be appropriate when the platform was implemented. But over the lifetime of the application, these design decisions become obsolete because of the advancements in the product and platform capabilities. Revisiting the design decisions regularly and frequently ensures that there is minimal technical debt accumulated over time. Examples include a large number of unused fields or using now obsolete automation tools, such as Workflows. Technical debt could also be a result of old workarounds that were required at one time, but that Salesforce has since patched or provided a direct solution for the previous workaround.

Improve Page Design

  • Use profiles to streamline the number of fields. Configure the page so that only the most relevant fields initially display for the user.
  • Break page elements like fields, related lists, and custom components into different tabs. Display the most relevant information on the first tab and move other information to other tabs. Components outside of the primary tab are rendered on-demand, not in the initial page load.
  • Move the Related Lists component to a secondary tab or use the Related List (singular) component instead. Try to keep the number of related lists to three or fewer.
  • Test and refactor any inefficient custom components. See if you can replace any custom components with Lightning Actions. If you have to use custom components, follow the Lightning component best practices outlined in this.

Understand Custom Lightning Components

  • Optimize server round trips for data retrieval. Before making a call to the server, make sure there’s no other option to obtain the data. If the data needs to be retrieved, make sure only the essential data is called.
  • Lazy load occasionally accessed data. Don’t preload data that the user may never ask for.
  • Use caching techniques for fewer server call-outs.
  • Consider using composite requests by combining several individual requests into one.
  • Showing every available piece of data and every available tool on the screen just in case the user may need it is generally not considered a good UI practice. It can also significantly impact the performance of your application. Today’s interactive design guidelines favor progressive disclosure.
  • Use third-party libraries sparingly. Many of the utilities that required third-party libraries are now available standard in the languages.

Examine Long-Running Processes

  • One of the most common problems that pop up out of the blue is the “Apex CPU timeout error.” While the keyword pex may have you believing it’s a code issue, it’s usually caused by recursive and long-running automation processes. Consider optimizing these processes by implementing various design patterns.

Optimize Images

  • Use web-optimized images rather than full resolution.

Employ Device and Browser Best Practices

  • Ensure that your users are using the latest supported versions of the browsers and devices. Outdated browsers and devices can have a significant impact on the performance of the application.

Consider Console Navigation

  • Console navigation is a tab-based workspace that can perform faster for certain user flows, particularly in multitasking.

To learn more about improving your Salesforce performance, contact us today.

A Multinational Software Corporation’s Productivity Soars with Sustained Engineering

Case Study

A Multinational Software Corporation’s Productivity Soars with Sustained Engineering

The Challenge

A multinational enterprise software corporation had multiple vendors supporting its various platforms and tools within the enterprise data technology (EDT) team. This multitude of vendors supporting the applications led to a lack of end-to-end ownership that impeded productivity. As a result, the corporation experienced a high volume of incidents due to infrastructure-related issues and could not provide 99.99999% uptime for its applications. The corporation needed a single partner uniquely poised with a depth of experience in product engineering and the maturity in processes and tools to manage its global technology stack to ensure continuous operations.

The Solution

Through Ness’ sustained engineering services, an Intelligent Engineering Center (IEC) was established to focus on driving productivity gains and value. This enabled a managed services model to provide services for EDT application development and maintenance support, projects and initiatives in 24×7 mode. The team derived inferences from past ticket data to initiate automation improvements and stabilize the corporation’s application stack. As a single partner, Ness simplified the governance and management for the corporation’s application landscape by assuming 100% ownership.

The Results

As a result of leveraging Ness’ sustained engineering services, the corporation realized significant productivity improvements, including:

  • Meeting 98% of SLAs
  • Reducing production tickets year-over-year by 15%
  • Increasing end-user satisfaction globally by 90%
  • Providing 99.99999% uptime for all the applications by increasing stability
  • Reducing Mean Time To Resolve (MTTR) by ~20% through SLA framework and automation

Ness Named a Best Company to Work For by CEO Insights

Ness, a global provider of Digital Transformation solutions and a portfolio company of The Rohatyn Group (TRG), is honored to announce it earned top marks as one of the Best Companies to Work For in 2021 by CEO Insights. Under the leadership of Ranjit Tinaikar, CEO, and Narayanan Nair, CPO, Ness is feeding innovation and providing amazing growth opportunities to their employees.

Tinaikar states, “Ness’s employees are driven by the impact digital transformation can have on the world. Our company provides them the opportunity to work with technology that excites and inspires them. We nurture their passion through a culture of innovation and empowerment that makes Ness a company people love to work for. This extends beyond the engineering teams, as we have set up channels that invite all employees to contribute their ideas regardless of title or specialty. In turn, employees can see their vision become a reality in the form of truly innovative final products and services that clients value. Ness and the employees that power us are impacting the future of business in the digital economy.”

Providing Growth Opportunities

The key factor differentiating Ness is the equal opportunity values provided to individuals. The culture enhances work-life balance with a very strategic approach such as flexible work timing and several innovative employee engagements and recreational activities. This sets the stage to welcome great ideas and contributions from everyone within the organization.

Promoting Education

Under strong leadership comes a carefully built foundation of technology engagement and innovation programs, including hackathons and think-tank gatherings, to provide fun, social events for employees to show off their engineering prowess and learn from colleagues and mentors. Ness employees are provided with a plethora of training modules and continued education courses to keep them updated on the unfolding technologies and able to expand their education whenever they please.

Embracing Diversity

Ness takes pride in embracing diversity and its multicultural composition. Nair shares, “The diversity is not just limited to the gender aspect. One of the things that I am extremely proud of is how multicultural and diverse we are. We have employees across North America, Europe, and India., All our policies, procedures, learning initiatives, rewards & recognition systems, and benefit plans are decentralized – made relevant for employees in the respective region.”

To learn how to join the best team, visit our Careers page now!

Click here to read the full article in CEO Insights Magazine.

Ness Connection: Meet Pavlina Janikova

Meet Pavlina Janikova, Vice President of HR & Marketing-CEE. Pavlina joined Ness in May of 2021 and has brought a tremendous amount of talent to our team. Her dedication and ambition are sure to create a bright future for Ness.

Pavlina

Q: Tell us a little bit about your role and what you do.

A: I am relatively new to Ness, I started this past May and I am responsible for HR and Marketing in the Central European region. I have many years of experience in strategic human resource development, which I use daily to help increase our brand awareness. My goal is to increase our recruitment campaigns by focusing on the attractiveness of working at Ness.

Q: How do you take your coffee or tea?

A: I prefer coffee black, with no sugar. Unfortunately, I find myself pouring my first cup in the morning, then getting busy with my day and not finishing the coffee until it is almost cold. Luckily here in the Czech Republic, there is an old wise tale that says drinking cold coffee is beneficial to enhancing your beauty. So, I just pretend that is why I’m drinking it cold.

Q: What is next on your to-do list?

A: Ideally, I’d like to be successful in my personal life as well as in my professional career, but I would say the most important task on my list is to raise my son to become an honest and responsible human being and to help support him in anything he chooses to do. I believe it is important to find inner balance, so no matter what is next on my list if I have achieved inner balance, I will be prepared to face any situation.

Q: What motivates you to work hard?

A: My team. I find it is very rewarding to work with such great people. We are always working to continue our education and further develop our skill sets. This motivation to be your best for the company is very contagious.

Q: How would your 10-year-old self react to what you do now?

A: If I were a 10-year-old looking at my life now, I would probably ask myself why I am still repeating the same mistakes. We all think when we are young that we won’t make the same mistake twice, but sometimes it is unavoidable.

Pavlina

Q: What is the best career advice you have ever had?

A: I would have to say that something that has stood out the most to me over the years is the importance of listening to what others are saying about your work and your behavior but do not take it personally. Constructive criticism can be very beneficial if you choose to learn and grow from it.

Q: What is the next place on your travel list?

A: It is one of my personal goals to see all 7 wonders of the world, I have already seen the Egyptian Pyramids so the next place I would like to travel to is the Taj Mahal, I’d especially like to get into the Princess Mirror room. The Princess Mirror room is an extravagant room of mirrors, it is not usually open to the public but there are ways to obtain a pass to get into it.

Q: What is one word you would use to describe Ness and why?

A: The wording I would choose to use is talent diversity. When I look around at my colleagues it is very apparent how many different talents, they all have and the wide variety of talents that are covered across the company.

Learn how you can become a part of #LifeAtNess by visiting our careers page.

 

Unifying & Analyzing Your Customer Data with Salesforce

Your customers interact and experience your brand in many different places, both physical and digital. Whether it’s in-person, in a store, online via a payment portal, or on the phone or chat with a support center, important data points are being collected. As this goldmine of customer preferences and historical information is amassing in various systems, it’s not always connected and available to those who need it to create those stellar customer experiences, such as marketing, engineering, sales, or customer service.

How can you successfully use Salesforce to tap into your data and elevate your customer experience (CX)? We’ll look at how to solve this challenge by using an example in an industry that collects an abundance of customer data and preferences every second of the day – media.

Connecting your company’s customer data in a single place

Media organizations inform us and often entertain us. Consuming these services can require an exchange of personal information between the customer and the company, even if the service is free. For example, an over-the-top (OTT) video streaming service can have various free and paid subscriptions which prompt users to share demographics and viewing preferences. Once the user becomes an active customer, engagement and insight data starts collecting in various systems, such as how your customers are interacting with your advertisements, how often the mobile app is used, and purchasing details.

As customer data mounts, internal teams are being tasked to convert non-paying subscribers to paying subscribers, reduce the churn rate of existing customers, and optimize customer acquisition cost; however, they face a common challenge. When customer data is captured in multiple disparate systems, it’s impossible to have a full picture of their customer. In the end, the customer suffers the ramifications by receiving disjointed experiences, too much irrelevant content, or no attention at all. How can you organize your data to drive customer retention?

Using the right foundation

Enter customer relationship management (CRM). Many associate this term with sales; however, that has significantly changed. Salesforce’s Customer 360 approach enables the business to manage external interactions to drive customer success across the organization, built on a single, scalable CRM platform. Salesforce CRM serves as a single source of truth and organizes your data to give you a complete record of your customers, such as purchasing history and any outstanding customer service issues. A customer’s public social media activity (likes and dislikes), and what they are saying and sharing about you or your competitors can also be tracked. This solution can help automate all aspects of the customer journey, which leads us to marketing.

In our OTT video streaming services example, there’s plenty of marketing initiatives that take place. Campaigns to socialize the launch of a new original series, enticements to watch live sporting events, the top 10 binge list, and recommended picks based on an individual’s watch history. The list is endless when it comes to serving up content. Salesforce Marketing Cloud provides the capabilities to segment these campaigns to enable a personalized journey full of the right content at the right time. In the case of a new non-paying subscriber, this user can be entered into a new customer campaign to automate specific touchpoints from welcoming them to their service to sharing the latest trending movies. These touchpoints can happen dynamically across various devices (mobile, gaming systems, etc.), channels (website, chat/messenger, etc.), and locations to deliver a seamless experience.

Building on the CRM foundation is the ability to connect data completely, and this is made possible by the customer data platform (CDP). Salesforce CDP allows you to connect data sources from multiple sources, including from within Salesforce, Marketing Cloud, and external data sources, such as AWS, Azure, Snowflake, and Google Cloud Platform via MuleSoft. No matter the format (because there will be various formats), it can be harmonized by mapping your data to the industry standard Cloud Information Model (CIM). This unlocks a whole new level of customer insights into systems that would typically remain siloed from a CRM, such as loyalty programs and point of sale (POS) platforms.

Unlocking value by analyzing your data

Having your data fully connected is valuable; however, the insights that come from your data to make the right decisions are what is going to bring your CX program to the next level. This is the time to build off that foundation to visualize a comprehensive view of your customer and give them what they need before they know they even need it. Tableau CRM provides that visualization and business intelligence capabilities to help make sense of your data and answer critical questions. With AI-driven engagement at its heart, you can better predict customer behavior and automate personalized services to speak to your customer as an individual, not as a group. This can help you:

Drive customer retention

Optimizing the customer lifetime value (CLV) is directly tied to how you leverage your data to determine the next best actions for your customers. Engaging at the right time, with the right content, on the right channel is key. With the video streaming service markets reaching more of the youth cohort, there is naturally less emphasis on email communications and more focus on push notifications and in-app messages to engage them effectively. Using Push and In-app messages can help achieve the same messaging and campaign across all customer touchpoints, and at the same time be personalized to the individual.

Convert new customers

How can you turn that non-paying subscriber into a paying one? Using your data to understand demographics based on specific interactions can help move the needle and convert net new customers by giving them an experience that is unique and personal. Make them feel important, not just another audience segment.

Bolster compliance

Not only are you collecting personal and behavioral data, but consent data is being collected as well. Having a centralized view gives you the ability to listen to your customers based on their preferences and communicate with them in a way they so choose.

To learn more about reshaping the future of customer engagement, contact us today.

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