Tailored product selection. Frictionless transactions. Live chatting with brands. As technology has evolved, so have customer expectations surrounding their shopping experiences.
To help brands easily interact with their customers during every step of the consumer journey—including interactions on web, mobile, social media, over the phone, and in store—and address customer expectations for personalization and ease of use, Deloitte Digital has created the Connected Consumer Platform powered by Salesforce Marketing Cloud, Service Cloud, and Commerce Cloud.
Watch how Verizon, Deloitte Digital, and Salesforce teamed up to drive a more holistic experience across all channels.
Verizon Consumer: Client Success Story
The Connected Consumer Platform focuses on building a common set of leading practices and principles and supporting capabilities to help accelerate consumer engagement associated with the Salesforce platform on a global basis.
Within the platform, we’ve combined multiple supporting capabilities to manage all things customer experience, such as:
- Voice: A Salesforce voice assistant for your sales and service representatives to help improve productivity by easily accessing what they need while talking to customers for an enhanced customer experience
- Next best experience (NBX): A unified, cloud-based sales platform consolidating outputs from disparate, insight-producing engines for both sales reps and retailers to enhance engagement and offer recommendations to store representatives and retailer with algorithmic selling.
- Social CRM: Scan QR code for product info in local languages and verify product authenticity, location specific offers, and loyalty engine
- Loyalty: Understand trends, options, technical landscape, and approaches across clients to go beyond simple point-based systems
- Connected Store: The platform’s capabilities to enable interactions in a physical channel (store, dealership, pop up) come to life in our connected store. This immersion experience showcases the art of the possible, made practical with predictive analytics, IoT, clienteling, inventory management, algorithmic selling, AI and more.
- Digital reality: Use Digital reality as a medium to engage customers in store and make reps and retailers more efficient. Object Recognition Capabilities related to shelf space recognition for brands and product counts.
- Hux by Deloitte Digital: Helps you build and leverage the connections—between people, systems, data, and products—that let you deliver more personalized, contextual experiences across the customer journey, at scale
No matter what industry, your products and services end up in the hands of humans. By elevating the human experience, we can help you build and maintain strong relationships as your customers’ preferences and expectations evolve. The Connected Consumer Platform is designed to help you gain customer loyalty and longevity, build trust, stay ahead of trends, and remain agile as you lower the cost to serve.