Customer Experience

From quality services to remarkable experiences

Customer Experience is at the heart of every successful business as it reflects the perception your customers have about your brand as a whole. Along every touchpoint of the customer journey, your customers are constantly forming subtle impressions of your brand. These impressions will move the customer toward becoming a repeat buyer or not. According to relevant studies, the Customer Experience (CX) market is expected to reach 27.13 bn dollars by 2026; it is clearly a trend, supported by the increasing digitalization, the integration of the different touchpoints into a single platform, and the growing capabilities of Big Data technologies.

From good services to unparalleled experiences

At Uni Systems, we can help you redefine your brand through a Customer Experience perspective. Unparalleled customer experiences require passion and customer-centric approaches with generous help from innovative tools and practices that support the efforts toward improved customer satisfaction, loyalty, retention and prove the Return of your Investment.
State-of-the-art technologies enables you centralize customer data and empower an integrated, consistent view of your customer journeys, encompassing all of your touchpoints, either digital or physical. What we aim for, is the development of a CX vision that will meet our clients’ tactical and strategic goals to achieve their business goals.

Real-time marketing

Transform customer data into actionable insights to deliver personalized customer experiences.

Today’s consumers can access numerous product information and alternative purchase channels. At the same time, they are targeted by marketing and sales teams through a wide range of channels. The scattered messages can be orchestrated through real-time marketing tools, taking advantage of segmentation and best attribution practices. The key is to shorten sales cycles, reduce churn, and keep customers for life by acting on customer signals and feedback in real time.

Voice of the Customer

Capturing signals at any touchpoint along any customer journey, is vital for your company’s growth, profitability and sustainability.

Drive customer loyalty, increase sales, reduce operational costs and empower your workforce. Collecting direct or indirect feedback and deriving insight, allows you to align silos across the business, drive operational excellence and act at scale and in real time. Voice of the Customer systems combined with Machine Learning and AI are irreplaceable towards a customer-centric business.

Optimization of Customer Relations

Customer Relationship Management has a vital role in customer experience.

CRM enables you manage, track, and store information related to your company’s current and potential customers. By keeping this information in a centralized system, business teams have access to the insights they need, the moment they need them.
Integration with other business tools, including online is enabled, whereas, built-in business intelligence and artificial intelligence (AI) capabilities accelerate administrative tasks and provide actionable insights.

Customer Interaction Digital Hub

Interacting across multiple channels (mobile apps, websites, social media, chat, email, and physical locations) as a single, coherent conversation is not a trend anymore but a necessity.

An Omnichannel business strategy transforms customer engagement and enables customer insight capture & personalization from various isolated datasets. Artificial Intelligence augments agent-based service and raise the customer experience to a higher level. Self-service just-in-time integration with open-ended dialogue and Natural Language Understanding encourages continuous communication and just-in-time engagement.

Phygital interactions matter

Digital is fine, but phygital is better

What people see around them and helps them interact through a hybrid mode (both physically and digitally) is the new normal: Digital Signage helps you grab the attention, appeal to people’s senses, improve communication, and empower both customers and companies. The message can be adapted to the specific needs to help the companies gather and manage more and better data, create and update digital real-time content through interactive applications and IoT sensors that help companies improve their brands’ positioning. For our phygital solutions, we invest in and collaborate closely with Optechain, if you wish to learn more about this portfolio, please click here.

Integrated Data Driven Customer Experience

Why people discuss data? Because it gives you valuable insights and helps you understand your customer.

Beyond all the collective efforts driven by the diverse tools, lays analytics technology. Data is the key enabler for every digital transformation journey and sets strong foundations for growth for companies that know how to harness its benefits. Knowing how to take advantage of the numerous available data, you get insightful customer segments and products’ associations, and the means to successfully deliver personalized experiences.

Customer Journey Management

Customer Journey Management Maturity distinguishes the leaders from the pack.

Organizations need to understand where to focus to create personalized experiences their customer expect.

Customer Journey Management is a cycle of continuous interconnected activities monitored at real time. Purpose is to measure the impact of customer behavior on businesses’ metrics and KPIs.

Customer journey management realigns all digital islands around the customer. This is achieved by:

the aggregation of any customer data from any source,
the advancement from touchpoint analysis to Customer Journey Management,
the analysis of journey-based metrics and KPIs,
the execution of root cause analysis of underperforming journeys using AI,
the orchestration of required actions to maximize journey success.

The process results in the sizable improvement in revenue, customer lifetime value, churn, CSAT and NPS. A parallel result is the quantification of the Customer Experience ROI and the justification of CX investments.

Customer Digital Onboarding

Onboarding is a journey. Seamless digital onboarding is the ultimate customer experience.

Onboarding process is the first interaction a customer usually has with a banking, telco or energy organization. It is the critical moment a customer can be won or lost.
Ensuring fast and secure customer onboarding is the first step to a successful customer journey.

Uni Systems & Intelli Solutions propose idbox^TM Digital Onboarding, the solution that can help you orchestrate smoothly the onboarding process by embracing a digital and automated approach and instantly building a digital customer flow. The solution ensures fast customer onboarding and effective compliance to KYC regulations through end-to-end automation. It is integrated with advanced real-time customer identification & validation, e-signature, and workflow functionalities, and designed in a modular architecture in order to support high availability, scalability, and reliability.

Our Offerings

Which are the most applicable CX metrics for your company? We help you define, adjust, and improve your measurement framework so that you can identify improvement areas and prioritize customer-centric focus areas.
At Uni Systems, we believe in the power of data analytics and end-to-end integration.
We help our customers successfully assess and reveal, create, enrich and analyze the data that fuel their CX and we propose a gradual roadmap to improve the end-to-end customer journey. Together, we calculate the impact of each distinct step to secure Return on Experience while we continuously consult them on re-adjusting and re-prioritizing their CX investment strategy.
At Uni Systems, we leverage commercially applied, state-of-the-art technologies and our integration power to enable a consistent CX view, encompassing all interactions, either digital or physical.

Our spiral improvement practice includes:

CX maturity evaluation

Continuous CX monitoring

Customer journey depiction, realization & real-time monitor

Consulting on a CX improvement blueprint

Step-wise improvements implementation

Impact measurement, strategy re-adjustment and re-prioritization

CX metrics selection and calculation to enable data-driven decision making

Artificial Intelligence & Machine Learning technology to improve and predict customer behavior

It's a change of mindset and approach. Working together, we will meet your customers’ expectations by exceeding your expectations as our Customer.

Projects

ECDC: Transforming Stakeholder Engagement with Microsoft Dynamics CRM

Uni Systems has successfully collaborated with the European Centre for Disease Prevention and Control (ECDC) in a project aiming to transform its stakeholder engagement using Microsoft Dynamics CRM.

edit