Customer Experience Management
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Customer Experience Management

We suggest a direction that encompasses scenarios, integrated data, and content to implement a consistent customer experience system

Why We Do

In the digital era, improving the level of data-based customer experience is essential.

  • Integration of single customer view data that fully understands customers
    Integration of single customer view data that fully understands customers
    The prospect that potential customer needs can be identified through consumer data analysis is prevailing. Consumer data analysis is evolving in the direction of implementing a single customer view by collecting and processing customer data from online and offline channels in real time, beyond managing customer information with CRM.
  • Provision of a consistent experience management based on integrated data
    Provision of a consistent experience management based on integrated data
    Companies’ movement to increase convenience and to secure loyalty by providing personalized customer experiences based on data from a single customer view perspective is expanding. Preemptively responding to customer churn and enhancing retention by raising the level of the customer experience journey is becoming the marketing competitiveness of leading companies in the digital era.
Services Provided

Customer Experience Management Consulting

We suggest a direction that encompasses scenarios, integrated data, and content to implement a consistent customer experience system.

We present and execute customer experience strategies that will enhance business competitiveness in the digital era.
The level of customer experience management in the digital era is directly linked to business competitiveness. S-Core presents and executes strategies to provide advanced customer experiences based on integrated customer data management and personalized content development and operation.
Service details
  • 1. Build Scenario for CEJ-based
    CX Enhancement
    CEJ 기반의 고객 경험 (CX)Increase customer loyalty and acquire new customers
    by providing specialized customer experience
  • 2. Build Internal Integrated-DB
    to Manage Seamless CX
    고객 경험 (CX)관리를 위한 내부 통합 DB 구죽Provide personalized service via Single Customer
    View-based integrated DB
  • 3. Monitor CX Indicator &
    Operate Execution Contents
    고객 경험 지표 모니터링  실행 콘텐츠 운영Execute tailored communication and response
    via real-time CX monitoring
Customer Case

In addition to improving sales, we can now increase the utilization of customer data.

– A global electronic product manufacturing company

Challenges
Company A, a global electronic product manufacturer, has secured vast amount of customer data through customer exchanges at various online and offline touch points. However, company A has been passively responding to customer needs and pain points that come from touch points. Eventually, customers complained about different information and inconsistent experiences for each online/offline touch point, and they did not show their interests in content and offers that did not meet their needs. Therefore, company A wanted to solve the changing needs of customers by using the vast amount of data it has.

Services of S-Core
S-Core analyzed the customer data retention and operation status of company A by touch point to identify the data type, tendency, and relationship. We derived integrated data scenarios based on the environment of each touch point and customer needs, and suggested an optimized data integration plan. In addition, we proposed strategies to secure single view from the perspective of customers based on integrated data, and developed and delivered customized content and offerings to enhance the customer experience.

  • 1. Discover customer experience scenarios
    [CEJ step-by-step scenario development]
    고객 경험 시나리오 발굴Discovery of scenarios and customer verification to improve our customer experience before, during, and after purchase
    DB integration and experience execution based on scenario processes and requirements
  • 2. Development of customer information integrated view
    [Implementation of integrated information screen from customer perspective]고객 관점 통합 정보 화면 구현Establishment of distributed customer information integrated DB for each channel and definition of integrated view requirements
    Customer DB integration and dashboard implementation based on a step-by-step plan
  • 3. Develop personalized content and offerings

    [Customer Data Based Offering]

    고객 데이터 기반 맞춤형 오퍼링Customer value customized campaign and content development through customer experience monitoring

    Execute customized marketing within channels for each stage of the customer experience

Company A was able to expect the following effects through the development of customer data integration view.

Quantitative effect
– Marketing: Increased ROI through personalized offers
– Sales: Increased sales through personalized customer experience

Qualitative effect
– Expanded customer data utilization
– Secured transparency in customer information management
– Secured brand loyalty through customer experience management

Insight report

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