Sandra's Experience
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CSG XPONENT IN ACTION
A better-targeted promotional offer
EXPERIENCE IT
Sandra's Experience
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Explore Sandra's Experiences
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Sandra receives custom communications weekly during the promo period.
Customer Profile
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Sandra receives an email with an option to continue or opt out.
Name: Sandra Customer Since: 2008 Status: Active Customer Accounts: Television, Wireless Permissions: Email, SMS Digital Channels: Web Plan: Premium Tier+ Automatic Payments: Yes
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Sandra decides to continue the service.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
Sandra's Communication
Sandra receives a weekly email during the promotional period encouraging her to use the free service.
Every time Sandra receives the promotional email, she uses the free service.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
How did we decide to send this message?
Do we have permission to send Sandra an SMS?
Yes
No
A decisioning engine determines which channel will get the fastest responses while respecting each customer’s permissions and preferences
Does Sandra have the app for a notification?
Do we have permissionto call Sandra?
Do we have permission to contact Sandra?
Yes
No
Yes
No
Yes
No
We prioritized email because Sandra clicks through faster in that form of communication compared to SMS.
Do we have permission to email Sandra?
Yes
No
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
Accessing the most relevant data to make the best decision
Xponent makes decisions based on real-time data-- using Sandra’s profile, accounts, behaviors
and status to provide the most relevant options in the email that
she receives.
Usage Did Sandra take advantage of the free trial for the new service?”
Download App Does Sandra have the mobile app downloaded?
Yes
No
Yes
No
Customer Value Is Sandra a high value and at-risk customer?
Promotional Offer Does Sandra have a promotional offer expiring soon?
Yes
Yes
No
No
eMail Eligible Content
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
EMAIL RECEIVED WITH AN OPTION TO CONTINUE OR OPT OUT
The Win-Back Offer Experience
Sandra receives a personalized email in the final week of the promotional period, informing her that her bill will increase by $18 unless she chooses to discontinue the service.
Sandra thinks this is a high price to pay for the service and decides to remove it.
Upon removal, she is offered an opportunity to continue the service for 3 months at half off, which she accepts.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
SANDRA RECIEVES EMAIL
How did we decide to send this offer?
Hover on each number to reveal more
Marketing Systems
Account Data
Self-Service
Customer Data
The omnichannel profile
Contact Center
Interaction Data
Journey context,rules and churn model scores
Relevant decisions for the customer
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
SANDRA DECIDES TO CONTINUE THE SERVICE
What's next?
Sandra continues using—and paying for—the service. Looking ahead, she doesn't know when, why, or where she will next interact with the company, but Sandra trusts the business to understand her and meet her needs when she does.
The company will continue delivering timely, highly personalized and relevant messages to Sandra, earning her loyalty and greater usage adoption.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
SANDRA DECIDES TO CONTINUE THE SERVICE
Real-time Decisions
Next Best Action
Omnichannel Profile
Journey Context
Score
With the offer accepted, the next best actions are re-prioritized.
Xponent generates outbound communications based on Sandra’s data and context, making them relevant to meet her needs. Inbound interactions continue to be contextually prioritized and relevant.
Cell phonePromotion(Offer)
AppDownload(Channel)
Showtime Promotion(Offer)
Go Paperless (Loyalty)
NFL Add On(Product)
Survey (Feedback)
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
Customers are more likely to stay loyal and keep shopping with your business when you understand and meet their needs.
What CX and business outcomes can you expect?
By creating a connected and more relevant experience, we will improve brand equity in the eyes of the customer, resulting in better chances to grow and retain them.
Real-time customer profiles help agents assist callers quickly, enhancing customer satisfaction and reducing call handling time.
Reduced operational costs through higher digital containment, reduced and shorter calls, while improving transparency and trust.
Sandra's Experience
Home
Contact
Thank you!
Let's discuss more how this use case can fityour needs.
LEARN MORE
Xponent Promo Keep Use Case
Alvaro Rebull
Created on July 4, 2024
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Transcript
Sandra's Experience
Home
Contact
CSG XPONENT IN ACTION
A better-targeted promotional offer
EXPERIENCE IT
Sandra's Experience
Home
Contact
Explore Sandra's Experiences
LEARN MORE
Sandra receives custom communications weekly during the promo period.
Customer Profile
LEARN MORE
Sandra receives an email with an option to continue or opt out.
Name: Sandra Customer Since: 2008 Status: Active Customer Accounts: Television, Wireless Permissions: Email, SMS Digital Channels: Web Plan: Premium Tier+ Automatic Payments: Yes
LEARN MORE
Sandra decides to continue the service.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
Sandra's Communication
Sandra receives a weekly email during the promotional period encouraging her to use the free service.
Every time Sandra receives the promotional email, she uses the free service.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
How did we decide to send this message?
Do we have permission to send Sandra an SMS?
Yes
No
A decisioning engine determines which channel will get the fastest responses while respecting each customer’s permissions and preferences
Does Sandra have the app for a notification?
Do we have permissionto call Sandra?
Do we have permission to contact Sandra?
Yes
No
Yes
No
Yes
No
We prioritized email because Sandra clicks through faster in that form of communication compared to SMS.
Do we have permission to email Sandra?
Yes
No
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
CUSTOM WEEKLY COMMUNICATION RECEIVED
Accessing the most relevant data to make the best decision
Xponent makes decisions based on real-time data-- using Sandra’s profile, accounts, behaviors and status to provide the most relevant options in the email that she receives.
Usage Did Sandra take advantage of the free trial for the new service?”
Download App Does Sandra have the mobile app downloaded?
Yes
No
Yes
No
Customer Value Is Sandra a high value and at-risk customer?
Promotional Offer Does Sandra have a promotional offer expiring soon?
Yes
Yes
No
No
eMail Eligible Content
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
EMAIL RECEIVED WITH AN OPTION TO CONTINUE OR OPT OUT
The Win-Back Offer Experience
Sandra receives a personalized email in the final week of the promotional period, informing her that her bill will increase by $18 unless she chooses to discontinue the service.
Sandra thinks this is a high price to pay for the service and decides to remove it.
Upon removal, she is offered an opportunity to continue the service for 3 months at half off, which she accepts.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
SANDRA RECIEVES EMAIL
How did we decide to send this offer?
Hover on each number to reveal more
Marketing Systems
Account Data
Self-Service
Customer Data
The omnichannel profile
Contact Center
Interaction Data
Journey context,rules and churn model scores
Relevant decisions for the customer
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
SANDRA DECIDES TO CONTINUE THE SERVICE
What's next?
Sandra continues using—and paying for—the service. Looking ahead, she doesn't know when, why, or where she will next interact with the company, but Sandra trusts the business to understand her and meet her needs when she does.
The company will continue delivering timely, highly personalized and relevant messages to Sandra, earning her loyalty and greater usage adoption.
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
SANDRA DECIDES TO CONTINUE THE SERVICE
Real-time Decisions
Next Best Action
Omnichannel Profile
Journey Context
Score
With the offer accepted, the next best actions are re-prioritized.
Xponent generates outbound communications based on Sandra’s data and context, making them relevant to meet her needs. Inbound interactions continue to be contextually prioritized and relevant.
Cell phonePromotion(Offer)
AppDownload(Channel)
Showtime Promotion(Offer)
Go Paperless (Loyalty)
NFL Add On(Product)
Survey (Feedback)
GO BACK TO SANDRA'S EXPERIENCES
Level 1
Level 2
Level 3
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
Customers are more likely to stay loyal and keep shopping with your business when you understand and meet their needs.
What CX and business outcomes can you expect?
By creating a connected and more relevant experience, we will improve brand equity in the eyes of the customer, resulting in better chances to grow and retain them.
Real-time customer profiles help agents assist callers quickly, enhancing customer satisfaction and reducing call handling time.
Reduced operational costs through higher digital containment, reduced and shorter calls, while improving transparency and trust.
Sandra's Experience
Home
Contact
Thank you!
Let's discuss more how this use case can fityour needs.
LEARN MORE