customer engagement
Data-driven Customer Engagement
Your customers interact with your brand in a variety of places. In a single day, a customer may discover your business through an ad on social, download your app to browse products, and then decide to purchase something on your website or in-store.
This valuable data is siloed in separate tools, making it difficult to understand exactly who your customers are and what motivates their actions. Servian Engage CX is a best-practice framework and methodology designed to leverage your data to:
- Consolidate and unify data across every customer touch-point
- Run analytics to uncover how each part of the customer journey impacts your business
- Build actionable insights and segments to personalise every customer interaction
- Activate engagements with sophisticated decisioning
What we’re known for
Engage CX framework
“Servian’s Engage CX framework provides best practice customer-centric and data-driven customer engagement methodologies — so you can connect with your customers in smarter, more personal ways.”
Data helps companies make smarter decisions, unlock efficiency, and enhance the customer experience — but only when it’s applied effectively. Servian helps organisations build and enhance this capability, and become next-best-action ready.
Capability Maturity Assessment
Capability Maturity Assessment
A workshop to evaluate the maturity of the existing customer engagement capability
Customer Data & Enrichment Strategy
Customer Data & Enrichment Strategy
A strategic roadmap to leverage internal & external data to enable and enhance customer engagement capability
Marketing Automation & Optimisation
Marketing Automation & Optimisation
A strategic roadmap to implement a marketing automation solution and optimise the customer engagement capability
Marketing Technology Strategy
Marketing Technology Strategy
An assessment of industry Martech and a recommendtion for enabling desired customer engagement capability
Customer Intelligence Strategy
Customer Intelligence Strategy
A strategic roadmap to leverage customer data and analytics to deliver advanced customer intelligence capability
Next Best Action Strategy
Next Best Action Strategy
A strategic roadmap to enable and enhance next best action decisioning capability
Customer Data Model
Customer Data Model
Assess, document, design, build and populate a customer data model to standardise customer information across integrated systems for enterprise wide use
Customer Data Quality, Enrichment & Matching
Customer Data Quality, Enrichment & Matching
Automate customer data quality remediation, integration and enrichment and customer matching processes for the customer data model
Customer Activity, Journey & Attribution Analysis
Customer Activity, Journey & Attribution Analysis
Implement a customer activity model, loaded with customer activity to identify customer journeys and run advanced attribution modelsCustomer Analytics with AI/ML
Customer Analytics with AI/ML
Implement a customer insights model loaded with computed customer features for ongoing customer intelligence and analysisNext Best Action Implementation
Next Best Action Implementation
Build a top level automated process to evaluate all propositions to decide and allocate customers to the ‘next-best’ propositionsMarketing Automation Implementation
Marketing Automation Implementation
Configure a marketing automation solution, including marketing customer data model and automated data integration
Campaign Design & Development
Campaign Design & Development
Liaise with stakeholders to develop and document a Campaign Brief and configure and deliver a campaign
Marketing Performance Analysis
Marketing Performance Analysis
Build a Marketing Performance Reporting model to standardise marketing metrics across integrated systems, load delivery, engagement and conversion activity and report on marketing performance
Churn & Propensity Modelling
Churn & Propensity Modelling
Build AI/ML models to classify and predict customer behaviour and state, to rank and prioritise audiences and support the selection of the most responsive customers to target
Data Sharing & Collaboration
Data Sharing & Collaboration
Unlock commercial opportunities to monetise your data by collaborating with partners and other data brokers in a govered and secured way to gain mutual benefit
Visual Analytics
Visual Analytics
Leverage our Visual AI solution to obtain data and insights from physical locations, like stores, to capture biographic metrics and detect events, to enrich the customer view and improve decisioning capability
Sentiment & Text Analytics
Sentiment & Text Analytics
Automate the process of entity, topic and sentiment extraction from customer related texts; including CRM notes, surveys, social posts and comments, contracts etc. Unlock new channels for customer data enrichment
ChatBot & Next Best Action
ChatBot & Next Best Action
Serve customers better through sophisticated live chat robots with automated routing to other channels including live chat agents. Keep the conversation going with relevant next best action prompts in chatDigital & Hyper-Personalisation
Digital & Hyper-Personalisation
Leverage next best action to engage with customers live across digital channels – web, social and ad, and personalise each touch-point consistently with highly targeted interventions
Digital Marketing Optimisation
Digital Marketing Optimisation
Build experiments and run campaigns to deliver digital campaigns across multiple channels to identify the optimal touch-points, content and propositions.
Campaign Management
Campaign Management
A campaign analyst team to manage the full campaign lifecycle; develop, configure, deliver and monitor campaign execution according to a provided campaign brief
Marketing Automation Platform
Marketing Automation Platform
A dev ops team to host and manage a marketing automation environment, providing the ability to execute marketing campaigns and advanced customer engagement
Customer Analytics Platform
Customer Analytics Platform
A dev ops team to host and manage a customer analytics platform, providing the ability to execute analytical processes and workloads for advanced customer intelligence
Customer Insights Management
Customer Insights Management
A data science / analytics team to discover, develop, configure and automate processes to deliver customer insights for the purpose of campaign development, according to a data brief provided by the client
Marketing Optimisation Management
Marketing Optimisation Management
A data analytics team to discover, analyse and automate processes to deliver marketing insights for the purpose of marketing optimisation
Real-Time Decision Management
Real-Time Decision Management
A dev ops team to host and manage a real-time decision management platform, providing the ability to execute next best action customer engagement
Understand how your customers engage with you across all touch-points in their journey
Observe and learn about customer behaviours and impact on business outcomes
Understand what, where and when interactions happen to identify engagement opportunities
Smarter, sophisticated audiences, decisioning and targeting
Case studies
Superannuation
Leading company delivers next best action customer engagement capability to decide and allocate campaign audiences
Fitness & Health
Gym and fitness centre builds a healthy customer intelligence capability to better understand customers and identify key engagement opportunities
Out-of-home Marketing
Media advertising company optimises ad placement across advertising network and gains ability to prepare clear, rich and data backed proposals
