ZineOne Recognized in Multiple Gartner and Forrester Reports
Posted on: August 13, 2019 | Posted by: Janet Jaiswal
Companies today face a new class of customer engagement challenges. Customers’ ever-present digital connections result in heightened expectations for their interactions with a brand. Customers—particularly those of younger generations—demand authentic experiences that are meaningful and relevant to their personal needs and desires. Additionally, there is a proliferation in the number of channels available for customer interactions such as websites, email, mobile apps, social, chatbots, kiosks, ATMs, PoS and IoT not to mention the physical site.
For effective and meaningful interactions, brands need to provide not only consistent but exemplary experiences across every customer touchpoint … while the customer is still on the channel and engaged with the brand. This is a data-driven endeavor that requires a new approach that harnesses the power of ML and AI to take real-time, personalized actions on customer insights in an automated and scalable manner.
However, it does not mean that users have to learn how to build and deploy machine learning models nor does it mean throwing out the applications Marketers already have. The AI-driven real-time personalization platform from ZineOne, a Gartner Cool Vendor, can easily take advantage of the data from existing applications, incorporate third-party data, and provide insights and recommendations to convert more visitors into customers. It is why we are excited to be included in multiple analysts reports again this year — a resounding validation of our innovative capabilities to enable digital transformation and personalization in companies across industries.
Below are highlights from a few reports that recognize ZineOne as a solution provider and includes a case study of HDFC Bank, one of the largest private banks in India and a ZineOne customer.
- Gartner: Cool Vendors in CRM Customer Service and Support
Customer service and support leaders are looking for innovative ways to differentiate their organizations through digital transformation. The Cool Vendors in this research can help in areas such as personalization, cross-channel engagement continuity, and unstructured communications analysis.
- Forrester: Case Study — HDFC Bank Starts Its Journey To Improve Its Online Customer Experience
To offer the right banking products to the right people, HDFC Bank needed to improve how it engaged existing and prospective customers online. Including a small degree of personalization in its marketing campaigns wasn’t enough; the bank needed to improve the contextual accuracy of its messages and offers to customers in multiple engagement channels. This report shows digital business leaders how HDFC Bank is addressing this by building a centralized data hub, improving its customer analytics, and driving campaign orchestration and personalization initiatives.
ZineOne is mentioned as a critical solution provider that helped them build a customer information hub.
- Gartner: Hype Cycle for Customer Experience Analytics, 2019
Customer experience expectations are now driven by the explosion of channels, digital interactions and the volume and connections of diverse data types. This Hype Cycle will help data and analytics leaders prioritize investments based on the maturity, adoption, and benefits of CX analytics.
- Gartner: Hype Cycle for Analytics and Business Intelligence, 2019
This Hype Cycle will help data and analytics leaders modernize their analytics and BI programs. Key trends include the ongoing transition to augmented analytics, focus on building a digital culture, and the scaling and operationalization of analytics initiatives.
- Gartner: Hype Cycle for Data Science and Machine Learning, 2019
Data and analytics leaders should use this Hype Cycle to understand key trends and innovations, including those related to improving expert and citizen data scientist productivity, implementing new algorithms for cutting-edge use cases and scaling and operationalizing data science projects.
- The Gartner Customer Service Technology Vendor Guide, 2019
Customer service software segments are converging as organizations invest in digital strategy. Application leaders can use this guide to understand the solutions and vendors supporting customer service, and prioritize areas of investment while balancing customer, employee, and organizational needs.
- Gartner: Hype Cycle for Digital Commerce, 2019
Pursuing digital commerce is a key way to gain customers, develop relationships, boost revenue and reduce costs. This Hype Cycle will help you evaluate the suitability of a wide range of technologies for your organization, in light of how long they will take to mature and their business value.