Exceptional customer experiences happen by design
Customer experience (CX) is what sets the best companies apart. They understand that great experiences don’t happen by accident. Those experiences require a holistic strategy designed to make customers feel inspired, cared for and confident.
We’ve partnered with organizations around the world to rethink their business models and put their customers at the heart of their business. We take a human-centered approach that incorporates people, creativity and technology to help businesses deliver exceptional customer experiences by design.
What keeps you up at night?
We can help you design rich and relevant customer experiences that deliver outstanding results.
Rethink customer care now
Everything is out of equilibrium. How can organizations sustain business continuity during this tumultuous time and prepare for the future? To adapt and seize the opportunity of change, brands must rethink customer care along the entire customer journey, from marketing through the post-sales experience.
learn how to lower costs, protect revenue, increase market share and integrate the voice of the customer by offering responsive customer care.
Ready your business for what’s next
Organizations are moving through three phases of recovery: Respond, Reset and Renew. Business continuity will remain a key priority, but you also need to set your sights on the long term.
To rethink your business, focus on five priorities.
Intelligent Revenue Growth & Cost
Optimization
Customer Care
and Operations
Intelligent Customer Engagement
20% to 30% cost reduction and 30% to 50% productivity gain through automation, personalization and intervention
Products
and Services
The Resilient
Core
Intelligent Industry Solutions
Combine analytics, automation and artificial intelligence with platforms like Teams and Dynamics to solve challenges such as disseminating important public health information, managing PPE, and tracking the movement of people.
Responsive Customer Care
Adapt and modernize your customer care operations. Pivot to AI-enabled virtual assistants, remote field assist, click-to-chat, and enable your workforce to service and support customers from wherever they are.
Intelligent Industry Solutions
Combine analytics, automation and artificial intelligence with platforms like Teams and Dynamics to solve challenges such as disseminating important public health information, managing PPE, and tracking the movement of people.
Engage with your customers in new ways
Sure, you think you know your customers. And you’re working hard to meet their needs in the ways they expect. But are you taking the extra step to serve them in ways they’ve never imagined? And are you doing that consistently, so your customers know they can rely on you time and again?
To support this kind of vision, your business needs to be an intelligent enterprise – bringing together your business processes, systems, and data and intelligence into a common model. This enables you to move quickly, based on actual customer needs and demands, not guesses.
Connect the customer experience
To surpass customer expectations and keep their business, you need to understand and engage them in entirely different ways. You must address not only web and mobile touchpoints but also offline and traditional physical experiences. That requires a modern omni-channel approach, driven by data. To achieve this, you need to connect marketing technologies and processes with sales and service systems and processes, and customer support
For a customer, this means an experience in one channel that picks up where the last one left off, without the need to restate the relationship and context. Fpzsgroup’s Customer Analytics solutions can put you on the path to true customer intimacy and personalization – and help you create engaging experiences throughout the customer lifecycle that drive improved acquisition, retention and profitability.
“The immediacy of being able to see the data means that it is tangibly transforming our service delivery.”
Seamless experiences start with data and personalization
To provide customers with a seamless experience, you must consider and build a larger context of social sphere, geo location, demographics, brand journey and localized market trends. Through a comprehensive set of platforms and proven data and analytics approaches, we can help you gain this kind of insight across all your channels.
This provides an opportunity to improve your marketing ROI and customer acquisition, increase retention of the right customers and be able to better support customer experiences overall. And that translates into real results. For example, we helped a financial services organization drive a 25% increase in its marketing campaign results by using our Customer Analytics approach.
Next steps
The current global disruption requires you to make changes – quickly. Fpzsgroup combines the business strategy, agile innovation and deep Microsoft technology expertise to help you rethink, so you can transform faster and smarter.
