Engaging Customers at every Touch Point

Inconsistent customer experiences across touch points are a critical shortcoming for many retailers. Too often the store, the contact center and the Web are operating as separate silos. Consistent treatment and “one company/one voice” remains a stubborn challenge for most retailers.

To become more customer-centric and to respond to the demands of the smarter shopper, retailers will enjoy a competitive advantage by adopting Master Data Management (MDM) and Synchrony as the interface to sharing this enterprise data. Synchrony uses this storehouse of information as well as input from analytics and feedback to deliver optimal customer experiences through its Intelligent Guidance center. Regardless of how a customer chooses to interact, the information for and about that customer is shared and easily accessed through Cincom Synchrony.

Cincom Synchrony provides a single view of the customer and the enterprise data, applications and systems required to service each unique customer. Regardless of how shoppers choose to interact, employees can immediately access the  360-degree customer view. In addition, intelligent, real-time guidance, leads the agent through any interaction. While in-store employees are often experts in a particular area such as electronics, apparel or home goods, the contact center employee doesn’t need to be a specialist. Using Cincom Synchrony, employees are intelligently guided through even the most complex service and purchasing inquiries to deliver the designed experience that will be valued by both the customer and the  organization. Synchrony leads employees down the best course of action, insulating them from processes that simply waste time and instead focuses their efforts on meaningful and valuable dialogue. Likewise, customers who choose web self-serve can benefit from the same intelligent guidance and expert recommendations provided through Synchrony.

Cincom® Synchrony™ and IBM for the Retail Industry

IBM’s Retail Industry Framework provides retail-specific software, solution accelerators and best practices to help you reduce costs and effectively manage risk while delivering an outstanding customer experience. Cincom Synchrony is validated in this framework in the Marketing and Customer Management segment, for its ability to guide customer-facing employees to deliver winning conversations and experiences.

Learn More >>

• Download “Guiding Smarter Interactions in Retail” (PDF)
• Watch webcast: Focus on Retail: Engaging with Customers at Every Touch Point