Personalized Customer Web Experiences Win New Business

Organizations that provide highly personalized, engaging online customer experiences continue to win customers away from competitors still mired in static web content and one-way marketing messaging. And no technology makes personalized online customer experiences a reality more rapidly, cost-effectively and efficiently than Attivio’s Active intelligence Engine (AIE).

Problem

Delivering the right online content to the right person at the right time is often the difference between winning and losing business. A recent Forrester Research survey revealed that when U.S. consumers are unable to find information they are looking for on a company’s website, one in three will simply give up or pursue business with another company. Imagine: One-third of potential customers lost by failing to present content relevant to their needs!

Winning new business requires winning online customer experience management: quickly presenting highly personalized, engaging, dynamic content to each site visitor. Doing so, however, requires rapid integration of numerous siloed, disconnected enterprise information sources - a major technical roadblock. Attivio's Active Intelligence Engine effectively resolves this challenge, through its unique, agile ability to freely combine and present all related data and content in ways other solutions simply cannot match.

Solution

Attivio AIE makes onlince customer experience management an exciting reality by integrating, correlating and analyzing all enterprise information sources, with no advance data modeling required, including:

• Website visitor information for anonymous visitors (referral site, cookied behavior, history, etc.) as well as registered visitors and existing customers
• "Big Data" sources of activity such as clickstream data
• CRM, ERP and other databases for information on past customer transactions, account history, etc.
• Customer documents stored in SharePoint and document management systems
• Customer/prospective customer data warehouses
• Customer sentiment expressed in text communications, whether shared directly with an organization or via social media
• Call center notes and open-ended survey responses
• Corporate online community content and other online resources, and still more
  

Attivio Impact

Today's web-savvy customers will tune out any message they don't want to receive. Attivio provides the highly personalized, engaging, real-time web experiences to cut through those "attention filters," inspire confidence that your organization understands each visitor's unique needs, and motivate visitors to initiate business with you. Key Attivio AIE capabilities awaiting you include:

• Dynamic content creation. Attivio AIE instantly generates everything from suggested search terms to content recommendations, topic pages and full-blown microsites – created in real time in response to business rules
• Behavioral analytics/content recommendations. Attivio AIE can analyze historical activity data, such as purchase history, user site navigation activity and item popularity, to automatically identify online viewing and/or buying patterns and make recommendations for any given item, article, etc., in response to any user query.
• Sentiment analysis and classification. Attivio AIE can analyze text-based communications, both internal (email, IM chat, surveys, phone call transcripts) and external (social media, blogs, other online resources), determine the level of favorable or unfavorable sentiment towards particular topics or entities discovered in the document, and present optimized content based on sentiment analysis.