Enhancing insight-driven customer interactions
First Claim
1. A method for optimizing customer experiences, the method comprising:
- defining a plurality of prioritized experiences correlating to a customer interaction strategy, wherein each prioritized experience has at least one associated treatment;
storing the plurality of prioritized experiences for consistent treatment among a plurality of channels;
dynamically applying the plurality of stored defined experiences during interactions with customers; and
capturing customer interaction results, for refining future targeted interactions.
2 Assignments
0 Petitions
Accused Products
Abstract
Insight-driven interactions with customers may be enhanced in a holistic approach. A customer relationship management (“CRM”) methodology may include: (1) evaluating a customer strategy; (2) identifying customer segments from a customer base; (3) forming an interaction strategy; (4) defining a series of experiences based on the strategy; (5) applying those interactions with customers during interactions; and (6) monitoring the results of the customer interactions. A computer aid may preferably guide a user through some of these steps. A modular, vendor-independent, centralized, rules-based engine may perform processing to deliver tailored customer experiences, relying on values for prioritized experiences identified through use of the computer aid.
33 Citations
60 Claims
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1. A method for optimizing customer experiences, the method comprising:
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defining a plurality of prioritized experiences correlating to a customer interaction strategy, wherein each prioritized experience has at least one associated treatment;
storing the plurality of prioritized experiences for consistent treatment among a plurality of channels;
dynamically applying the plurality of stored defined experiences during interactions with customers; and
capturing customer interaction results, for refining future targeted interactions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A computer program stored on a computer readable medium for execution by a computer, the computer program comprising:
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a code segment for defining a plurality of prioritized experiences correlating to an interaction strategy, wherein each prioritized experience has at least one associated treatment;
a code segment for storing the plurality of prioritized experiences for consistent treatment among a plurality of channels;
a code segment for dynamically applying the plurality of stored defined experiences during interactions with customers; and
a code segment for capturing customer interaction results, for refining future targeted interactions. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
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41. A system for optimizing customer experiences, the system comprising:
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a workbench analysis subsystem for defining a plurality of prioritized experiences correlating to an interaction strategy, wherein each prioritized experience has at least one associated treatment;
a central repository for storing the plurality of prioritized experiences for consistent treatment among a plurality of channels;
an interaction optimizing subsystem for dynamically applying the plurality of stored defined experiences during interactions with customers; and
a subsystem for capturing customer interaction results, for refining future targeted interactions. - View Dependent Claims (42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60)
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Specification