Why focus on experience, and why now?

The shift to a digital economy has accelerated hugely in the last two years. To succeed against the competition, organisations need to deliver great customer interactions both in person and online: on your website; on social networks; on your mobile app; instore and in person. Recognising a customer across these channels and making decisions in real time to ensure you deliver the appropriate personalised experience is essential for success in today’s competitive marketplace. Technical innovations and pace of change mean differentiating your business from the competition based on product features alone will not succeed. Research shows purchase decisions are based on emotional responses as much as a logical assessment of product features, so a compelling experience throughout the lifecycle is the key to differentiate your organisation and win new customers.

What is CXM On Demand?

Product Overview

Merkle’s new CXM on Demand solution is a suite of data management, analytics and campaign activation tools and resources that are designed to integrate data from all your customer feeds, to enable better decisions and delivery of consistent experiences across all channels.

The solution is modular and scalable and is based on the AWS cloud infrastructure. It’s modular nature means you can configure its capability (machine learning or social listening for example) so that you only pay for what you use. Conversely if you need additional data scientists or campaign planners, Merkle can provide experienced resources to rapidly boost your capacity.

Who is it for?

This is for all organisations embracing Customer Experience Management, whether they are at the beginning of the journey and trying to understand the best way to proceed or those that have already begun but looking for a more effective and efficient way to meet their business needs.

CXM Aims

• Long-term customer relationships driven by outstanding Customer Experiences
• Acquisition of new customers & maximise value of existing customers
• Activate contextually relevant “in the Moment” experiences
• Measure & Inform customer experiences
• Deliver best-in-market customer experience

On Demand Needs

• A flexible and scalable platform to deliver business agility
• React to macro events that shift the market and radically alter customer behaviour
• Integrate new systems and data channels rapidly
• Launch new products and services faster
• Innovate to gain competitive advantage & business results

Cloud Native

Hosted in AWS and leveraging native AWS services for data integration, analysis, and activation, combined with Merkle’s experience in customer experience management and solution implementation, CXM on Demand can deliver a transformational shift in your ability to deliver great customer experiences, boosting revenues and profitability.

Next Steps

Our CXM on Demand solution is designed to scale to quickly in terms of capability as well as data volumes.

The starting point is to identify critical use cases and the associated outcomes.

• Define the use cases you are trying to solve
• Identifying the platform that is best able to solve these immediate use cases
• Implement the initial use cases to demonstrate ROI
• Demonstrate the value of the investment
• Integration the platform throughout the organization

Our solution consultants can help you identify quick wins so we can rapidly deploy a solution, demonstrate incremental value to senior stakeholders and then look to deploy the solution for additional use cases, product lines or customer segments.

Deployment Plan

Templates for the AWS deployment has been created so can be setup and configured very quickly. The extent of customisation for feed layouts and data models may vary but the aim is always to start delivering business value as soon as possible and then add additional customisations and capability at a later stage.