Today, customers cringe at responses like “We will get in touch with you at the earliest”. They have a reason. Organizations not only eat into all that borrowed time, but also do not make it worthwhile. At the next touch point, the story starts from square one, all over again.
Your customers want to be treated in context. And, this context has to be very specific to them, i.e. in context to their needs, their specific situation, their background and their expectations. A great customer experience, hence, comes down to knowing the customer and her situational context, and then, acting in accordance with it; and do that every single time across touch points.
This need to sense and respond is not limited to customers and prospects. In the increasingly connected digital world, a connected enterprise is expected to tap opportunities from beyond immediate touchpoints.
Digital Sensing Platform continuously listens to customers across channels, discovers context and initiates appropriate processes to detect business opportunities and in turn make the most of the discovered opportunities.