Using real-time stream processing and event correlation, the ZineOne Customer Engagement Hub (CEH) provides enterprises continuous, ‘in-the-moment’ intelligence about each customer, based on their past behaviors, real-time signals, and current environmental variables, and applies AI to immediately deliver a personalized experience that truly resonates.
Large enterprises today face a new class of customer engagement challenges, with higher expectations among consumers to be authentically engaged by brands in ways that are relevant and meaningful to their personal needs and desires. Adding to this complexity is the sheer number of channels now available to interact with customers, and the need to create a consistent experience across every touchpoint.
Organizations have implemented solutions to incrementally improve their ability to deliver personalized, cross-channel customer experiences. However, because much of their customer data and channels are still siloed, they continue to be hindered in their ability to correlate events, contextualize past and current customer interactions, and predict or influence future behaviors and react to this knowledge in an intelligent manner. Retrofitted technologies won’t solve these new age challenges – a paradigm shift is needed.
Bringing together an unprecedented amount of data variables – both past and present – from a variety of online and offline channels, the ZineOne Customer Engagement Hub equips your enterprise with the situational awareness you need to not only understand, but also intelligently react to customer intent in real-time and on an individual level. By enabling in-the-moment, 1:1 personalized engagement at scale, it empowers you to deepen your relationship with every customer to drive sales, loyalty, and lifetime value.
Leverages any and all channels required to reach the customer in their “influence zone”.
Uses past and present data to decide in- and out- of sessions the appropriate experience to deliver.
Performs in-memory analysis of moving data streams, identifying patterns that trigger actions.
ZineOne’s Customer Engagement Hub enables your enterprise to discover points of influence in the customer journey where certain engagements can yield the best possible results, interweaving digital and physical channels to maximize experience and convenience for customers.
As a result, the ZineOne CEH enables your enterprise to deepen your relationship with customers by delivering increasingly relevant, engaging, in-the-moment messages that drive loyalty and sales across a multitude of channels.
The ZineOne Customer Engagement Hub does much more than simply analyze customer and event data; it transforms these streaming insights into relevant actions, providing AI-enabled experience personalization to reach each customer in a way that will resonate with them in the moment based on:
Enterprises today interact with customers in both the digital and physical world, and often at the same time. Customers walking down a store aisle, into bank branch, or in their hotel, for example, likely have a device in their hand, which gives businesses a powerful opportunity to engage them with in-person, location-sensitive offers. But to do so with the message most likely to make the customer take action requires sensing, collecting, and analyzing event information, in context with past information about the customer, while the person is still in the aisle.
The ZineOne CEH combines and processes historic customer data, streaming real-time signals, and a wealth of environmental variables to provide a 360° view of individual customers and their behavior at the point of interaction, so intelligent decisions about how to tailor their experience can be made.
It does this by connecting data from the digital endpoints the customer uses to engage with a brand – for example, its website, mobile app, and POS display – with data from the brand’s systems of record – including those which store information on the customer’s past brand interactions. This creates a single user profile of the customer across all channels, which is updated on a real-time basis. It is further supplemented by external data, such as the customer’s geographic location and the time and weather in their area, to enrich your enterprise’s understanding of the individual’s current situation and mindset.