As service providers work to transform order-to-cash-to-care processes, they aim to transition from being transaction-driven providers to service "visionaries" that deliver the right services, at the right time, with a rich, proactive customer experience. If a customer engagement process is intelligent, it can increase the service provider’s permanence in its customers' minds, a necessary factor in generating new revenue streams and improving business metrics like customer lifetime value and net promoter score.
In a recent VanillaPlus article "Putting the 'Intelligent' in Intelligent Digital Engagement," Paul Hughes, Director of Strategy at Netcracker, says intelligent digital engagement cannot actually be intelligent without having the following three guiding principles work together seamlessly.
As a result of intelligent digital engagement, service providers will be able to:
For a deeper look at how to deliver intelligent digital engagement and the architectural principles behind it, be sure to read Paul Hughes' take in VanillaPlus.
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