nGen Customer provides companies the means to accelerate and sustain growth by understanding and creating differentiated experiences for and with customers, partners and employees.
Rather than relying solely on their own market research and trade secrets for insight, nGens enlist their customers to help co-create the next set of products and services. Customer co-creation doesn't just deliver the next product, it enables nGen companies to surround their customers with full-blown, habit-forming experiences that transcend the goods and services purchased.
Next generation customers are more knowledgeable, more demanding, and expect to be more engaged. As a result, Next Generation Enterprises constantly interact with and collaborate with communities of them. As they do, they continuously sense the positive and negative aspects of the experience and engage the community in the innovation of more effective, compelling, and increasing individualized experiences.
This is fundamentally different than the prevailing "plan and push" approach that involves: conducting research projects, designing what customer experiences you want to deliver, and pushing those experiences at customers. These major experience improvement efforts typically involve complex and long-cycle programmatic change and technology efforts that virtually guarantee that the experience will be outdated before it is fully implemented.
nGen Customer is an inherently more open, collaborative, and agile approach that harnesses the insight and the energies of the people for whom the experience is intended to serve.
Start the journey to Next-Generation Leadership:
Rather than conducting research with customers or partners as a traditional, one-shot project, Continuous Sensing provides the ability to understand the positive and negative aspects of the experience on a perpetual basis.
Directly involving a community of customers in the generation of concepts and detailed design is more efficient, more effective, and less risky.
The nGen Experience Configuration platform integrates leading edge tools for designing and hosting innovative collaboration capabilities that enable individuals and organizations to move beyond traditional arms-length, structured, and opaque means of exchange.
- nGen Customer Interaction Management (CIM)
The ability to provide seamless, multi-channel interaction across communities of customers and partners is critical. This includes email, chat, voice, and SMS. Effective Interaction Management includes managing the evolution of a knowledgebase of company and community created FAQs and advice that can enable higher levels of self-service. It also includes state of the art message queuing, routing, automated responses, and assisted responses.
- nGen Customer Experience Reinforcement
Ultimately the most differentiated and compelling experiences have an impact on how people think, feel, and behave. Along with measuring the nature and the quality of the experience, it is important to identify specific opportunities to reward the most profitable behavior of customers, employees, and partners. nGenera is currently building an Experience Reinforcement platform that leverages our unique capabilities around analytics, simulation, and total compensation solutions.