Our Areas of Focus
Efficient, profitable, AI-powered customer experiences
Every customer interaction poses an opportunity to satisfy, grow, and gain customers. Within split seconds, a customer will decide whether to continue their journey, or move on to the next competitor. This is true when looking for new products, looking for help on a product or service, or reaching out with a question.
Up until now, only the giants of their categories have had an exclusive advantage of technology to micro-serve their customers. Flush with oceans of customer data, armies of programmers, and customized experiences – they have been able to operate efficiently and effectively in attracting and serving customers.
There is a revolution in AI happening, and that technology is now being democratized. Enterprises of all sizes are now able to tap into newer algorithms and platforms and quickly implement digital experiences that rival those that are best in category. Over the next 24 months, there will be two groups. Businesses that chose to adopt and those that are not in business.
We’ve worked with hundreds of leading businesses to implement AI-first solutions to become best in class. We work on a methodology to get quick wins in conversion and average order value efficiency, harvest those wins, and then invest for future growth. Sometimes all that is necessary are minor tweaks and configuration to existing systems.
We’re here to help those who want to be in the first category and need some guidance to get there.
Online influences are in-store. In-store influences online. Organizations need to look holistically at the customer experience across all channels. This is important in retail, as well as B2B commerce scenarios.
A disjointed experience offers up business to your competitors. Get it right, and you’ll take business and grow.
Technology is part of the equation. Implementation, roll-out, data structures, and governance round it out.
We work with clients to boost performance across the board focusing on the customer and employee experience.
Over $2T flows through B2B eCommerce every year – more than 2X that of standard eCommerce; yet, we do not hear much about it.
B2B commerce is different and complex. Prices, design, users, and motivation are different. B2B commerce is transformational – and correctly implemented can be a major contributor to enterprise profitability.
We take a holistic view of optimizing B2B commerce for our customers throughout the customer journey to increase digital penetration, reduce cost of sale, and increase share of wallet.
Customers are the lifeblood of any organization. Treat them well, they will increase their investment. Giving them sub-par experience will result in churn and reputational risk that will take an outsized toll.
Efficiency is one north star metric to look at when dealing with customer contact needs. Revenue is another. Leading organizations are bringing intelligent AI into their customer journeys to achieve these results better and with greater efficiency.
We help customers, and we help customers help their customers. The AI boom is new, but bringing transformational technology to the market is not.
One of the most challenging things in enterprise technology introduction is getting it to market – especially in the enterprise. Too wide of an approach – you miss the mark, too small – you miss opportunities, and too early of a product – you burn potential customers. Too much, you run out of cash.
In crafting, and executing a Go-to-Market strategy, we look at target markets, channels, routes to market, talent, and product/market fit to maximize your success.