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Our customer insights experts are here to help marketers and customer service professionals transform their CX with hyper-personalized experiences that establish trust with their customers.

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TRUST

Building Trust in a Digital World

Building trust and establishing a human connection with customers is vital for success in our digital world. With the loss of loyalty and deprecation of third-party cookies, companies across the globe are scrambling to figure out how to collect customer insights such as preferences, consent, and survey data directly from their customers. Three critical components lead to success:

  • Establish trust: When communicating with customers throughout their customer journey, do so in a transparent and compliant manner. This foundational step establishes a basic level of trust between the brand and customer.
  • Collect insights: As trust is established, customers gain confidence to share personal information such as preference, insights, and consents with brands. This collection of zero-party data is critical for companies to adapt to our new data deprecation world.
  • Provide personalized experiences: With customer insights available, brands are positioned to deliver relevant, high-value, hyper-personalized experiences resulting in stronger customer relationships. By providing content that is contextually relevant to the data being collected from consumers, you establish reciprocity of value between the brand and the consumer.
  • Just like personal relationships, this process repeats itself and the relationship grows stronger over time. And strong relationships lead to customer retention, loyalty, advocacy, and increased lifetime value.

Research shows the key to establishing trust begins by listening to your customers’ voice and opinions, and then acting on those insights. - Survey Monkey




Enhance Customer Insights Through our Broad Range of Services

Customer-Driven Design

Voice of Customer research captures real words, real emotions, and human insights based on qualitative research.

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Preference Strategy

Leverage domain experts to establish a holistic preference management strategy, deployment plan, and ongoing analysis.

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Consent Strategy

Create a foundation of trust and maintain compliance with the changing landscape of global consent requirements.

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Customer Insight Strategy

Develop a strategy to capture zero-party data such as feedback, opinion, and survey data throughout the customer journey to enhance the customer’s profile.

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Catalyst

Need help getting started? Catalyst provides insights and guidance enterprises need to build a business case and a plan for implementing preferences, consent, profile, & insights data (zero-party data) strategies successfully.

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Marketing Data Services

Apply analytics and data models to explicit preference, consent, profile, behavior data, and proprietary third-party data to enhance customer insights and hyper-personalization.

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UNIQUE

Our Unique Approach Sets Us Apart

Most companies sell technology to solve a problem. But establishing trust and collecting customer profile data requires more than just technology. We take a holistic approach to solution design. It’s the “Art and Science” of building strong customer relationships – it’s not just important that you ask for customer insights, but how and when you ask. To help you craft a winning strategy, we offer:

  • Domain expertise that includes a unique process based on industry best practices that positions you for success
  • Thought leadership in zero-party data management (e.g., consent, preference, profile, insight)
  • Deep experience delivering complex enterprise level solutions
  • Data integration skills
  • Regulatory compliance expertise
  • Customer insights research capabilities
  • Progressive profiling strategies


24 Tips for CX Innovation

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