{"id":4218,"date":"2023-06-23T09:29:00","date_gmt":"2023-06-23T07:29:00","guid":{"rendered":"https:\/\/ingo.it\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/"},"modified":"2024-03-08T09:18:15","modified_gmt":"2024-03-08T08:18:15","slug":"unified-software-platform-how-to-integrate-every-customer-touch-point","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/","title":{"rendered":"Unified software platform: how to integrate every customer touch point"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Unified software platform: integrating every customer touchpoint<\/h2>\n\n\n\n<p><a href=\"https:\/\/ingo.it\/en\/blog\/news\/omnichannel-and-customer-experience-how-companies-can-improve-customer-relationships\/\"><strong>Unified customer experience<\/strong><\/a><strong><a href=\"https:\/\/ingo.it\/en\/blog\/news\/omnichannel-and-customer-experience-how-companies-can-improve-customer-relationships\/\"> <\/a><\/strong>is an approach that enables companies to integrate every single touch point with their customers, using a <strong>unified software platform<\/strong>.. This process aims to ensure a single brand identity, regardless of the channel chosen by the individual consumer. <\/p>\n\n\n\n<p>The consistency that is generated goes a long way toward building trust in that brand and gives companies access to a variety of customer data,<strong> helping contact centers provide increasingly accurate and satisfactory service.<\/strong> In today\u2019s landscape, it is increasingly important for companies to establish <strong>a omnichannel and data-driven relationship with customers,<\/strong>making use of appropriate technologies to support this type of approach. <\/p>\n\n\n\n<p>INGO has been a point of reference for more than twenty years for companies wishing to take advantage of a leading partner in customer experience and customer service, with a diverse range of offerings available to meet the needs of stakeholders and improve interaction with individual customers. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to optimize the customer experience and invest in new technologies<\/h2>\n\n\n\n<p>According to a study conducted by IDC, only 11 percent of Italian retailers are able to offer a real-time, contextualized customer experience, despite the countless benefits this strategy can provide. <\/p>\n\n\n\n<p>The customer journey model in the domestic market is lower than European competitors, but the <strong>Italian companies are showing a growing interest in <a href=\"https:\/\/ingo.it\/en\/blog\/news\/omnichannel-and-customer-experience-how-companies-can-improve-customer-relationships\/\">optimizing the customer experience<\/a><\/strong> , in order to offer an increasingly integrated experience that matches consumer demands. <\/p>\n\n\n\n<p>Also on the rise, again according to an IDC study, are the <strong>investments in various technologies that enable a contextualized, real-time experience<\/strong> , such as augmented\/virtual reality, customer data management platforms, artificial intelligence, and machine learning for data analysis. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Artificial intelligence and machine learning: how to improve the consumer experience<\/h2>\n\n\n\n<p>Unified customer experience can bring important sustainability benefits to the production and distribution chain:<a href=\"https:\/\/ingo.it\/en\/services\/bpo\/inbound-solutions\/\"><strong> the optimization of operations and supply chain,<\/strong><\/a>monitoring the use of raw materials, reducing waste, and addressing re-commerce <strong>can make it possible to Achieve greater sustainability in the whole process. <\/strong>Another relevant contribution will come<strong> from artificial intelligence and machine learning,<\/strong>through which a more proper enterprise-wide data management will be achieved, involving different business departments. <\/p>\n\n\n\n<p><strong>Machine learning enables optimization of innovation projects designed to improve the consumer experience<\/strong>, but also online and in-store commerce, marketing, human resource management, and content management. The IDC study shows that the adoption of Web3-related technologies will drive 45 percent of global brands to create new immersive experiences, making content more accessible and developing brand communities. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The &#8220;human-oriented&#8221; customer experience speed, simplicity and immediacy<\/h2>\n\n\n\n<p>The Omnichannel Customer Experience Observatory of the School of Management of the Politecnico di Milano notes that <strong>31.7 million Italians, or 60 percent of the population over the age of 14, use the Internet at different stages of the purchasing process<\/strong> and therefore these people expect increasingly consistent and integrated experiences on the various touchpoints. For companies, designing a unified experience is strategic toward the customer and allows for more effective interactions between people. <\/p>\n\n\n\n<p>Consumers will feel valued by this comprehensive information management and thus find the service easier and faster. <strong>Providing all the necessary information in one context makes the customer support <a href=\"https:\/\/ingo.it\/wp-content\/uploads\/2024\/02\/La-customer-care-abbraccia-tutta-la-azienda.webp\">process faster, more accurate, and more cost-effective<\/a><\/strong>. An increasingly \u201chuman-oriented\u201d approach to customer experience will therefore enable empathy to be established toward customers. <\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The unified customer experience is an approach that enables companies to integrate every single touch point with their customers, using a unified software platform. This process aims to ensure a single brand identity, regardless of the channel chosen by the individual consumer.<\/p>\n","protected":false},"author":4,"featured_media":6281,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[15],"tags":[36,29,35],"class_list":["post-4218","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customer-care-en","tag-customer-experience-en","tag-omnichannel-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Unified software platform: how to integrate every customer touch point - Customer experience e omnichannel solutions | Ingo<\/title>\n<meta name=\"description\" content=\"Discover how a unified customer experience can enhance your relationship with customers through the use of omnichannel platforms.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ingo.it\/en\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Unified software platform: how to integrate every customer touch point - Customer experience e omnichannel solutions | Ingo\" \/>\n<meta property=\"og:description\" content=\"Discover how a unified customer experience can enhance your relationship with customers through the use of omnichannel platforms.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ingo.it\/en\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer experience e omnichannel solutions | Ingo\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-23T07:29:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-08T08:18:15+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/ingo.it\/wp-content\/uploads\/2023\/06\/unified-customer-experience.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2500\" \/>\n\t<meta property=\"og:image:height\" content=\"1669\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Elena Giosmin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Elena Giosmin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/ingo.it\/en\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/\",\"url\":\"https:\/\/ingo.it\/en\/blog\/news\/unified-software-platform-how-to-integrate-every-customer-touch-point\/\",\"name\":\"Unified software platform: how to integrate every customer touch point - 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