Today, it is no longer possible to cluster your customers into a defined set, because they are no longer limited to a single choice. If anything, they are burdened by ‘choice overload.’
What’s that, you ask? It refers to the indecisiveness or the dissatisfaction a person may experience when faced with too many options, making decision-making difficult and potentially less satisfying.
But we are not here to talk about complicating things further. In fact, let’s aim to simplify things to the point where customers feel empowered, and businesses can go back to being customer centric.
The path to customer empowerment and satisfaction is often shrouded in a fog of disparate data, scattered apps and platforms, and incomprehensible customer identity. We are going to see how CINNOX can help you navigate through this complexity while also demystifying and enhancing the customer journey by transforming raw data into high-dimensional, spanning across time, space, energy, and matter.
Confused? Let us explain.
Consider a customer, John, changing his email address in the bank's records. This minor update can ripple into the bank's engagement strategy. The new email might indicate a job change, prompting the bank to subtly alter its communication. They might send him offers on financial planning services, anticipating a shift in his financial behaviour, or adjust the timing of their emails to align with his new routine. Thus, even a small change in customer information necessitates a nimble and intelligent system to adapt engagement strategies, ensuring they remain relevant and personalised.
Capturing this information enables integrated AI tools to precisely analyse customer behaviours and preferences based on the context and correlations between these data points. For instance, when a certain form of information changes, like the email address in the above example, it can be determined how it relates to the interactions or actions that customers have taken. Your business also stands to gain a unique insight into the type of service or products your customers might needs by factoring in the information update, which can then turn into a precisely targeted and context-driven cross-selling or up-selling opportunity.
Constructing a Constructive Loop of Engagement with CINNOX
Only by fully visualising this high-dimensional information and utilising the information-driven intelligence can the data feed the right information to the AI, such as Chatbots or Virtual Assistants, with precision. This ensures that the AI-generated responses, trained on business data and is taking the new contextual information of the customer into account, will satisfy the customers.
Customer feedback will further enrich the information, allowing the AI to learn and generate more precise actions, thus establishing a constructive loop of engagement.
CINNOX Virtual Assistant lives its purpose. It's not just a standalone feature designed to impress customers and teams, but an integral tool intended to create a loop of high-quality engagement and powerful human-AI synergy through evolving intelligence.
Are you Hoarding Data?
Isn’t it ironic that as businesses amass vast amounts of data, the challenge of sifting through it to extract meaningful insights becomes exponentially complex. The influx of data from various touchpoints – social media, customer interactions, purchases, and more – often introduces a cacophony of information that is not immediately useful in its raw form. This "noise" can conceal valuable insights and hinder the ability to make optimise an existing process.
Thus, while data is ostensibly a treasure trove of potential insights, without refining it and filtering out the high-dimensional information from the ‘noise’ struggle to discern what truly matters for strategic planning and customer engagement. Fine-tuned information goes a long way in training and shaping the way the AI bot interfaces with the customers and the experience they take away.
With CINNOX, businesses can move beyond the surface level data scraping by leveraging the platform’s ability to unify telephony, social, and digital channels, breaking down silos and transforming daily CX and EX practices into high-dimensional, contextual intelligence that spans time, space, energy, and matter.
We understand that in this day-and-age, where most SaaS platforms are micro-focussed, and releasing single usage tools, it is difficult to subscribe and manage multiple tools, which is why we built CINNOX Virtual Assistant, an intelligent AI tool that not only assists your customers through their purchase journey, but also creates an ecosystem for human-AI synergy by aiding your agents to optimise their processes.
Over 57% Customers are Already Well into the Buying Journey Before Contacting Sales
If you are wondering why you need to sit up and take notice of how you are harnessing customer data, let’s see some numbers.
For B2B businesses, the sales process is longer and has become more complex than a few years ago. There are more decision makers involved with many more touch points along the way. This results in much of research process being done by customers well before a sales representative even contacts a prospect or vice versa. This inadvertently makes it harder for sales to get early buy in, as over 90% decision-makers say they never respond to cold outreach.
This is why businesses are turning towards predictive intelligence, with purchase history, past interaction data, customer identity and insights playing a key role in formulating their strategy.
We at CINNOX been able to bridge the gap between the predictive business intelligence and artificial intelligence to provide instant customer intelligence by connecting data points from both front and back, traditional, and digital channels, and applies Artificial Intelligence to derive insights that can immediate be actioned.