Real-Time Customer Data

Gaining a comprehensive 360-degree customer perspective has long been instrumental in driving profitable CX initiatives. The ability to uniquely identify individuals and deliver pertinent, captivating interactions based on their historical behaviors, purchase patterns, and preferences across various channels and locations is paramount.

Yet, the conventional static 360-degree approach falls short of meeting modern customer expectations and optimizing operational efficiency. To excel, companies need real-time customer profiles to fuel their omnichannel strategy. 

Our customer references

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How to improve customer relations using customer DNA at Carrefour

Consumers have an abundance of choice today, and retailers must ensure they have the right experience in-store but also persuade them to return time & time again. Carrefour was looking to be supported in their Omnichannel customer vision.

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Face the challenges of Real Time Customer Data

    • Customer interactions have expanded beyond phone and web queries
      Today, we navigate a digital terrain enriched with social media, mobile apps, IoT devices, and real-time chat. Internally, a trove of customer data awaits - from complaints systems to Net Promoter Scores, Enterprise Resource Planning Systems, Employee Engagement Survey, and mobile app insights. However, these valuable insights often languish in isolated silos. Embracing data integration and AI can bridge these gaps, offering businesses untapped potential for customer-centric growth and innovation.
       
    • Real-time interaction meets a deep customer need for instant satisfaction
      Customers seek quick responses throughout their journey – from checking out brands and comparing products to reading reviews, making purchases, getting answers, or resolving issues. Failing to meet this need leads to disengagement. To stand out in the competitive arena, companies must offer timely and relevant interactions. Using real-time customer data is a winning strategy for grabbing and retaining customer attention, ensuring lasting engagement, and satisfaction
    • Mastering the Potential of Real-Time Customer Data
      It becomes crucial for organizations to harness the potential of real-time customer data. This resource allows you to predict customer needs and deliver tailored experiences that truly resonate. But what does this real-time 360 data actually involve, and how is it different from the customer data you already have? Real-time 360° data is all about combining online and offline data from various sources to get a comprehensive view of your customers. This data covers things like transactions, customer value, engagement, interactions, events, feedback, preferences, predictions, and behavior. The goal is to provide proactive and personalized experiences in real time, not after the fact. This often means integrating your existing customer data from various platforms and channels and adding insights from AI and machine learning. Implementing a real-time customer data strategy should be purpose-driven, and it should grow as your business goals evolve.
    • Team requirements

      Data Engineering: Managing data pipelines and workflows.
      Data Security: Protecting customer data and ensuring it's used responsibly.
      Data Governance: Making sure your data is well-organized and complies with regulations.
      For some, this journey also involves Data Science for AI modeling.

      With these capabilities, your business can unlock the potential of real-time customer data, offering improved experiences and driving future success.

A clear approach to real time customer 360

To address this challenge effectively, organizations must establish a well-defined approach for achieving a comprehensive real-time 360° perspective. A key success driver of such a strategy lies in dismantling organizational silos and harmonizing their omnichannel business strategy with their customer data strategy.   

It's worth noting that a company's omnichannel aspirations not only dictate the requisite data but also its purpose, accessibility, and intended audience. This alignment serves as a critical milestone in a successful customer data strategy and can be used as a guiding framework for shaping the entire CX ecosystem. Furthermore, it offers invaluable guidance in selecting the optimal technical approach for real-time customer data management.  

Why Choose Orange Business

  • Expertise
    Expertise

    We offer comprehensive data expertise that spans from customer experience business consulting to data science modeling, as well as UI/UX competencies.

  • Proven-Track Record
    Proven-Track Record

    We have established a solid foundation of referrals in the realm of real-time customer data. This has been achieved through a combination of a buy-and-build approach and close collaborations with our valued partners.

  • Broad Industry Expertise

    Broad Industry Expertise

    Our knowledge extends across a wide spectrum of industries, encompassing retail, travel, financial services, and more.

Our Customer Experience expertise

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