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 models

Customer Analytics with AI/ML

Customer Analytics with AI/ML

Implement a customer insights model loaded with computed customer features for ongoing customer intelligence and analysis

Next 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’ propositions

Marketing 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 chat

Digital & 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