Differentiate your brand and build
unwavering customer loyalty
Deliver deeply personalized, one-of-a-kind customer experiences through our cloud-based Customer Engagement Hub (CEB), Humanify® Journey Orchestration.
Capture intelligent, contextual interactions across all customer-facing channels with real-time and historic customer data, predictive models, decision trees, matrix rules, and machine learning. And then, use the findings to perfect customer experience from every angle.
Create interactive, customer-led experiences for
truly engaging, personalized customer service.
Gain a deeper understandingof your customer journey
Increase customer loyalty anddrive greater retention
Enhance customer experience
through next best action
Identify areas for business
improvements by analyzing
Real-time insights and data management determine the customer journey across all digital points, while AI and machine learning ensures the journey orchestration platform is constantly optimizing performance.
Pre-built adapters make it easy to integrate our customer journey orchestration software into existing systems, bypassing traditional roadblocks like legacy technology investments and disjointed individual customer data.
Achieve customer journey
Our customer data platform provides a true journey orchestration environment that understands complex states and can process events, non-events, words and phrases, in real-time. These can be processes across any source, or combination of data sources including streaming, static, structured or unstructured. Additional real-time context including location, proximity and even weather can be gathered and incorporated into each customer’s individual journey. As a result, our journey orchestration platform is much more than just a next-best-action, event-triggered system or real-time recommendation engine. Our platform is a full personalization engine creating exceptional individualized experiences that exceed customer expectations.
Humanify Journey Orchestration, a CX journey hub
Includes 1st and 3rd party data
Gain a 360-degree view of your customers – who they are, where they’ve been, what they’ve done, and what they’ve said
Make smarter customer decisions
Based on a series of pre-defined rules, logic, and decisioning computations for anonymous and known profiles
Be proactive at the right time
By influencing IVR call center agent best next action
With timely and highly personalized communications.
Next best action suggestions across all channels, systems, and touch points.
Humanify Journey Orchestration Platform features
Real-time data connectors
Connect instantly to any streaming, static, structured, or unstructured data source
Listen to Bluetooth LE Beacons, websites, mobile apps, social media, email, SMS streams, IVR, web services, XML, spreadsheets, flat files, and more
Rapid customer journey analytics
Upload SAS, R, SPSS and other analytic models directly
Run models in real-time, scoring individuals with up to the second data
Improved Workflow and collaboration
Assign and track tasks across the team with extensive on-board facilities
"Package up" project plans with automated project documentation
State/complex state; events/non-events; keywords/phrases
Location, proximity, weather, and traffic
Flexible business logic
Decision trees, N-dimensional tables, columnar tables, and graphical mapping
Visual and natural language rule building
Agile virtual graph engine
Automatically execute graphical processes, without converting to code, for greater performance and scalability
Assemble an up-to-the-second “virtual customer database of one,” as customer interactions occur, by accessing disparate data sources throughout the enterprise
Enrich real-time customer profiles via 3rd party sources like Fliptop, Rapleaf, Bit-text, Klout, Full Contact
Dynamically serve up email content — as it’s opened — changing content based upon time of day, location, customer behavior and more
Track web clicks, hovers, scrolls, and search strings
Recognize known and anonymous website visitors, across properties and combine with cross channel behavioral data, to craft individual journeys
Journey process testing
Test processes using historical volume interaction data and Monte Carlo simulation
A/B test nodes, multivariate, champion/challenger tests effectiveness across processes
Provide a seamless and error free transition from journey design to live production with automated draft, test, and production sandboxes
Using Customer Journey Maps as aStrategic Customer Experience Tool
There are a number of things a business can do to become truly customer-centric. In this strategy guide, First and foremost, it needs to decide to see improving the experiences of customers as central to differentiation and creating competitive advantage. our customer journey consulting experts detail five ways journey maps can help you better understand the current state of customer digital experiences.Get the CX Journey Mapping Guide See more resources