Customer Engagement solutions
Digital Marketing Operations
Building digital platforms that facilitate ongoing customer outreach and engagement across channels, including more automated customer segmentation, campaign distribution, social sentiment analysis, integrated SEO/SEM capabilities, and API connections with partner systems
Personalization
Using advanced data analytics techniques, such as clickstream and user behavior analysis, Machine Learning (ML), and Artificial Intelligence (AI) to develop insights and recommendation engines that enable more effective, precise customer engagements that drive increased sales opportunities, conversions, and revenue
Customer Lifecycle
Helping clients strengthen customer engagement throughout the customer lifecycle by providing solutions in customer journey mapping, omnichannel engagement, data aggregation and quality improvement, online and offline channel integration to form 360-degree customer views, and extending and improving customer loyalty programs
Customer Care
Integrating digital capabilities that drive better customer service and reduce the time staff must spend on manual, repetitive tasks. Solutions can include aggregating data for 360-degree customer views, deploying data-enabled chatbots, leveraging workflows from ServiceNow and other process-based solutions, and integrating the capabilities of the Internet of Things and conversational interfaces to provide comprehensive omnichannel solutions
Client challenges that we solve
- How can we improve the personalization of our products/services to encourage stronger customer engagement?
- In what ways can we use or enhance the data we collect to create more upsell and cross-sell opportunities?
- How can we remove friction from buying and customer support processes?
- How can we improve the attraction of our loyalty program and distinguish it from others?
- How can our company increase customer stickiness and reduce churn?
Work in Action
Increasing customer insight using ML
Ness leveraged data analytics and Machine Learning techniques to derive new insights for one of its retail clients. The client was able to see new customer behavior patterns that helped them fuel conversion rates, increase online sales and order values, and improve customer loyalty.
Building a 360-degree customer view
Ness significantly reduced the friction customers experienced when purchasing a client’s products. Ness created a “single source of truth” about customers by aggregating key client and partner data. Rules around data collection, cleansing, and standardization were established between client and partner systems, so that the client had a 360-degree view of customer data for operational and marketing purposes.
Developing a better ecommerce solution
Ness designed and launched an e-commerce solution that increased customer engagement and transaction volumes. The solution included a complete user experience overhaul that greatly enhanced the customer’s in-store retail experience, increased revenue opportunities, and streamlined corporate business systems for improved operational efficiencies.
Featured insights
CUSTOMER ENGAGEMENT News
IoT brings new meaning to the omnichannel customer experience
It’s imperative that the customer journey aligns messaging, goals, and design across channels and devices
21 January 2019
CUSTOMER ENGAGEMENT White Paper
Executive Guide: Enhance your digital platform
Deliver a personalized customer experience that creates loyalty and immediate value for your users
CUSTOMER ENGAGEMENT Insights
Is your digital agency really able to deliver?
Before you default to your familiar digital agency, strongly consider these factors for better results