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Digital meets physical - re-invigorating online engagement

Erwann Thomassain, Head of Marketing, Asia Pacific, Genesys | Nov. 10, 2014
Customer service needs to keep pace with the online migration of commerce.

Bringing together the data gathered from the interactions and abandoned sales carts will provide businesses with innovative, cutting edge customer profiling. The profiling will deliver and invigorate proactive re-engagement and re-targeting opportunities that in turn will improve sales revenue and deliver improved personalised customer service.

Effectively leveraging data generated by customers online behaviours can lead to an additional increase in sales of up to 20% from cross-channel, downstream targeted sales initiatives.  Too many organisations miss this opportunity as their business structures and customer engagement platforms operate as silos making leveraging vital customer data into sales extremely difficult.

The majority of businesses today are engaging their customers with a multi-channel approach but are not actually intelligently gathering the data to gain competitive advantage. This is where online engagement is moving and the strategic thinking of a business must think outside the box to reap true benefit and stay ahead of the game.


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