In recent years businesses have been rapidly changing the ways they interact with customers and employees by delivering an Experience Transformation. These changes are in response to radical shifts in experience expectations, enabled by technology platforms (e.g. mobile, social and digital) that offer self-empowerment, flexibility and immediacy. NICE is at the forefront of empowering organizations to transform the experiences they deliver. In this blog post, I will cover Hyper-Personalization, one of the essential pillars needed to successfully accomplish this and explain the role NICE’s solutions play in making it a reality.
Personalization is a well-established business practice, where marketers segment buyers into unique groups and tailor marketing campaigns to each segment. Hyper-Personalization is all about taking Personalization to the next level. In a recent report from Aberdeen, Hyper-Personalization is defined as the usage of machine learning, advanced analytics and AI algorithms to customize customer interactions based on personality-type and journey data across both digital and voice channels.
Aberdeen recommends businesses embrace Hyper-Personalization; it is an essential pillar in delivering Experience Transformation. The recommendation is based on studies which identified that firms implementing the approach attain best-in-class status as measured by customer retention rates, annual revenue growth and profit margins amongst others. To implement Hyper-Personalization in a business Aberdeen identifies several key “building blocks”. Next, I’ll cover how to implement them in your business.
One building block is building context and visibility into customer interactions across all digital and voice channels. Creating visual maps to understand the steps a customer takes when they interact with the business allows you to understand and predict customer interactions including buying behaviors and potential churn risk. Mapping efforts should be complemented with customer surveys and analytics to listen to what customers are saying and determine their sentiment. NICE’s suite of Customer Journey Optimization and Satmetrix Customer Experience solutions, powered by our Nexidia Analytics, deliver on this building block, helping organizations automatically visualize, analyze and predict customer intent and next expected action.
A second building block is to gauge a customer’s personality and preferences with AI. This is not just about simply identifying likes and dislikes of communication preferences, it is about matching customers with agents that are best suited to interact with their personality type. This creates a more personal customer connection resulting in improved sales, operational cost reduction and customer satisfaction. NICE’s unique Predictive Behavioral Routing (PBR) solution leverages the industry’s largest database of personality profiles and advanced AI analytics to deliver on this Hyper-Personal building block. PBR uses the customer’s identified personality-type to connect them in real-time with the best available agent, most suited to take their call.
Best in class businesses also enable employees with insights to better equip them to address customer needs. This is all about sharing the customer journey and personality analytics insight with the Customer Service front-lines. Leveraging the power of the latest in robotic process automation technology, NEVA (NICE Employee Virtual Attendant) provides your employees an “always on” coach, integrated into their desktop. NEVA is super intelligent. She understands what customers want, pops up customer analytics information to the customer service employee, and guides employees during the customer interaction resulting in new sales and quicker resolution of customer service issues. Our automation solutions also automate mundane and repetitive tasks, enabling the contact center agent to focus on more revenue generating requests from your customers.
The final building block I will touch on is the need to continuously monitor performance to keep pace with customer expectations. This is about ensuring that the building blocks are working together cohesively. NICE’s Performance Management solution creates a balanced view of business KPIs. It brings together all the key metrics into a single, transparent and actionable view for both your management team and each employee. It identifies the areas that should be focused on and provides specific actions that can be taken to deliver on an improved and balanced performance.
Businesses today operate at light speed, driven by more demanding and dynamic customer expectations than ever before. Hyper-Personalization is one important way in which organizations can transform today’s customer experiences. Businesses taking this approach consistently deliver best in class KPIs. NICE provides the leading platform for empowering organizations to transform their Customer and Employee Experiences, using a combination of Digital-First, Analytics, AI, Automation and Cloud.
To hear more about how we can empower your business to drive your Experience Transformation watch this webinar, or feel free to reach out to us at /get-in-touch or contact your NICE Sales professional.
I look forward to your feedback on Experience Transformation Using Hyper-Personalization. I can be reached anytime at david.wasserman@nice.com. Thank you.
