Digital Customer Experience

Digital Customer Experience - Catch your customer attention

Redesign and enhance your Customer and Consumer experience.

Customer expectations and demands are continually evolving. With more information than ever within easy reach, they can choose how, where or when they interact with brands.

This enables companies to answer/adapt to customer demand for curated experiences, seamless interaction and immediate satisfaction. Welcome to the disruptive era of hyper-relevance! Your products and services will be improved and adjusted in real time to match customer needs, requirements and preferences.

But, competition also increases with digitalisation, as do consumers’ choice in products. The ability to gain their loyalty has become a key goal for companies and brands. Three main drivers can be leveraged:

Personalisation of experience and relationships,
Excellence in operations, especially supply chain,
Anticipation and relevant recommendations.

All of these will make your company more Customer/Consumer-centric.

Digital Customer Experience - Customer benefits

Boost your customer's satisfaction and redesign customer's journey using Inetum's know-how in transformation projects and next-gen solutions.

Design a full, coherent, personalised omnichannel customer/consumer interaction journey on all touchpoints.

Personalise each Customer/Consumer’s experience, target their focused interests, suggest specific attractive products and conditions, and offer different services and shopping journeys (Click and collect, product reservation in store…).

Analyse digital performance and identify a winning, profitable sequence of interaction and preferred experiences (use of selfcare, etc.).

Rely on a high satisfaction rate to let the Customer/Consumer share their experience, product and brand knowledge with their network.

A new momentum for your customer strategy

Putting the customer at the centre of your strategy in order to better know him and better satisfy him requires a technological and service transformation of your organisation.

Reduce time to market for your digital projects

Adopt best practices for architecture (SOA), and for project methodology (Agility), change the way projects are delivered, and become able to follow changes in Customer/Consumer demand and behaviour.

Imagine, structure and plan your next innovative, co-constructed Customer/Consumer-centric business strategy

Customer experience, Customer care, personalisation tactics, loyalty and advocacy programmes, and customer-data optimisation are different dimensions of the same Customer-interaction reality.
Define coherent principles and guidelines and design integrated IS solution and architecture to produce a customer-centric strategy with a fast and agile roadmap.

Re-invent all customer/consumer interactions and journey portfolios to produce a new experience, business model and value.

Analyse specific personae and with them, define (co-build) what tomorrow’s customer-consumer experience and business model will be.
Make sure you adopt all new usages both in terms of journey and of behaviour (mobility, social network, etc.).

Optimise the profitability of your digital operations using selfcare strategy, process automation, and performance analysis

Automation is central for the profitability of digital operations. Available for journeys, selfcare, order management, case management (bots)… all these technologies have immediate impacts on operational process costs.

Design, implement, roll out and maintain your e-commerce or e-services platform

E-commerce and e-services platforms require not only specific and dedicated solutions, but must be integrated into a Product Information Management solution, a pricing engine, and legacy ERP.
Nowadays based on headless architecture, e-commerce and e-service solution projects begin with defining personae and adapting the Customer experience, co-designed with the Customer themselves.

Organise and deploy multidimensional, omnichannel Customer/Consumer care

As a second part of the Customer experience, Customer care regroups topics like case management, offer engines, loyalty and advocacy programmes and customer communication on all channels.
The efficiency of this set of solutions is strongly linked to the ability to integrate the different solutions and generate a sense of coherence felt by the Customer during their interaction with the brand.

Consolidate, structure, transform and optimise Customer/Consumer data.

Your Customer data platform can use Customer master, transactional, relational, and behavioural data coming from the customer experience/interactions to generate and reinject value in the personalised experience.
This personalisation is the last step to engage and retain Customers and turn them into brand advocates.

Services catalogue

Business projects:

Persona definition
Omnichannel Customer journey design (UX-UI design)
Omnichannel business organisation definition
Customer community activation
Customer personalisation process design
Customer journey profitability analysis

Omnichannel targets both architecture design and implementation projects:

E-commerce solution
PIM and DAM solutions
CRM – Selfcare solutions
Clienteling solution
Contact Centre automation solution
Marketing automation solution
Loyalty and advocacy solutions
Product recommendation engine solutions
Order management systems.

Customer-data optimisation projects:

Customer master data solutions
Customer data platform architecture
Customer clustering, targeting and scoring
Promotional performance analysis
Churn detection
Analysis of winning journeys

Digital Customer Experience

Services catalogue

Digital Customer Experience - Value proposition and services portfolio

A consultancy and integration offer covering the entire digital transformation cycle from customer's journey redesign to best-in-class solutions implementation. Inetum delivers deep expertise on market leading solutions on the following domains:

eCommerce

Boost your digital footprint with a new product and service purchasing experience on web and mobile.

Customer Web Platforms

Profile paths, related content and an efficient engagement platform – 3 essential elements for a successful customer experience.

CRM

Make sure your Customer/Consumer feels special and unique.

Contact Center Automation

4 major objectives for developing your Customer Relationship.

Digital Workplace

Get the best of your employees, make their life easier and enhance your employer brand.

Billing

Support and automate your billing processes for increased agility

ERP

Speed, simplicity, agility, and scalability are what your future ERP grants to support your new business model and processes. Simply focus on the excellence of your core business!

Supply Chain

Accelerate your Supply Chain transformation !

Alliances & Partners

We have forged strong partnerships with the market's leading publishers enabling us to offer you expertise at the cutting edge of technology and innovation.

SAP
Oracle
Microsoft
Salesforce
Liferay
Vermeg