Customer Insight & Growth
Keeping up experiences
Personalized platforms, powered by smart technologies are helping businesses stay ahead, driving seamless experiences across the customer journey.
The days of traditional customer loyalty are over. New technologies have changed the relationship and communications and media companies must constantly adapt their products, services and marketing strategies to stay relevant.
These are what we call Living Businesses – in the face of digital disruption, they are organizations that push hyper-relevance and efficiently move from one growth opportunity to the next.
Engagement and personalization are now key for survival yet many businesses are struggling to address critical areas in this age of digital customer service. The four requirements of building the service organization of the future are:
Implement tech across multiple vendors through strong technology implementations e.g. blockchain.
Unleash the power of AI to enable sales and value generation.
Build a workforce of the future through intelligence, automation and hyper personalization.
Focus on the basics and develop tailored customer interactions through technology and field service optimization.
Only 29% of telecom CMOs’ budgets are invested in customer experience.
73% of customers refer to company websites as a starting point for their customer experience.
70% of customers prefer messaging over voice, with significant digital engagement increasing over the past 3 years.
Explore how we collaborated on an innovative customer service solution that uses artificial intelligence (AI) and intelligent analytics to help Verizon customers resolve issues quickly and easily.
"By teaming with Accenture and using leading-edge artificial intelligence to assist customers, we have been able to provide them with a fast and easy way to meet their needs," said Nancy Clark, senior vice president of customer service for Verizon.
Discover how our partnership enabled the telecom giant to deliver a highly personalized experience and decrease cost to serve.
A next-generation, multi-speed, data-driven, AI-powered platform that provides a consistent, seamless and personalized experience across all interactions – driven by intelligent conversations and insights.
It has a wide range of uses, from recommending new phone plans when there is overage on a bill, to implementing real-time, Internet of Things (IOT) solutions in manufacturing facilities.
For a future-proof and efficient digital front office, an AI-powered customer experience incorporates integrated solutions that build a modern operating model.
Consumer insights, service design and creative services capabilities to reimagine customer journeys and design roadmaps to next-gen customer experience.
Full suite of brand and creative strategy services, coupled with media planning, campaign and content management to drive marketing operations efficacy.
Omnichannel CX powering user journeys across web, app, retail and call centers, next gen commerce, decoupled architecture and an API framework.
Intelligent growth optimization powering hyper-targeted actions across customer expansion, channel performance and dynamic pricing.