Collaboration Powers Connected Store Experience Pilot for Leading UK Grocery Retailer
Global B2C marketing automation company, Selligent Marketing Cloud (Selligent) and leading specialist in Customer Experience Management (CEM) Servion Global Solutions (Servion), announced a strategic partnership that brings real-time omnichannel customer experiences to consumers around the world. The partnership leads the way in meeting the modern demands of B2C companies for integrated solutions across marketing, sales and support – driving elevated customer experiences and strategic business growth.
Today, the collaboration powers a connected store experience pilot for a leading grocery retailer in the UK. Through the joint Selligent and Servion solution, the grocer leverages customer data to provide shoppers with personalized food and shopping inspiration pre- and post-purchase, and real-time mobile offers while in-store – addressing the consumers’ needs at every moment.
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“Companies often tout the latest technology and design but have not focused on some of the most meaningful aspects of customer experience: consistency, personalization and convenience,” said John Hernandez, CEO of Selligent. “As consumers become more empowered, brands will need to engage them in more meaningful ways than ever before – at the right moment and across all channels. We are thrilled to work with Servion to set a new standard for customer experience innovation.”
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According to research firm Aberdeen Group organizations with omnichannel customer engagement strategies retain, on average, 89 percent of their customers compared to only 33 percent for those who do not. Selligent provides a full view of consumers’ interactions, aggregating multichannel data to enable brands to deliver relevant, personalized communications at every touchpoint. Through the Selligent-Servion partnership, companies can leverage these insights to create fully-connected intelligent experiences. For businesses, this results in:
- Lower cost through proactive customer communications and call deflection
- Higher opportunities for up-sells and cross-sells given full insight into the customer journey
- Tailored and consistent communications to every customer regardless of channel
“The strong synergy between Servion and Selligent provides tremendous opportunities for success for our clients and ourselves,” said Laurent Philonenko, Group CEO of Servion. “Combining Selligent’s game-changing experience platform with our longstanding expertise in enabling conversational engagement, we are uniquely positioned to convert disjointed omnichannel interactions into long-lasting customer relationships, redefining experiences for millions of consumers worldwide.”
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