However, the elephant in the room, is identifying the qualities that make up the DNA of a brand--something that is more easier said than done.
A recent survey by CustomerThink, an online community of business leaders, shows that 74 percent of customers consider experience as the key brand differentiator irrespective of a product's price and features. Binish Patel, Vice President of Service Delivery for Apptium, a technology solution provider, shares more insights on how delightful customer engagement can lead to positive business outcomes. Paraphrasing Patel, customers who receive a positive experience produce a ripple effect for companies, creating deeper brand loyalty, and attracting new consumers through word-of-mouth endorsements, which historically has proven more impactful than any form of advertising--as they say, top of mind leads to tip of tongue. Moreover, this ripple effect contributes to higher sales and, ultimately, higher revenue for companies that put the customers above all.
"Along with our passion for innovation, our belief that talented and passionate people, given the power to be heard and the autonomy to excel, will deliver amazing results. The combination of people, passion, and innovation has yielded amazing results that we have today"
Meanwhile, the emergence of new technologies is creating more choices for customers, empowering them to demand more. Factors including convenience, ease of use, customer service, consistency, and mobility are attracting them to new services that surpass their expectations. This trend is both inspiring and challenging for companies, as bringing business and IT under one umbrella can be daunting for many. Apptium undertakes this overly complicated task by helping companies of all sizes adopt emerging technologies and core systems to create a clear vision toward customer experience. "We take away the complexities of customer experience management by delivering services that help client teams to be more effective, efficient, and proactive. Our technology professionals work with clients as a partner to align business processes, infrastructure, and human capital around one common goal: improving the way companies serve its customers," says Patel.
The Apptium Philosophy: Customer Experience At The Heart Of Next-Generation Operating Models
Every company is founded with a vision—a problem to solve, a goal to achieve, and a dream to fulfill. For the founders of Apptium, it was one goal: delivering solutions that ensure growth with more reliability and security, while guaranteeing continuous value to their clients. As such, the company offers a Digital Business Platform and solutions built around customer experience that provide the usability, simplicity, speed, and accessibility that most organizations are looking for. The platform serves as a central repository of business intelligence and knowledge. In addition, it leverages inherent ML capabilities that help in identifying emerging business trends and opportunities for business improvement. This enables organizations to make better decisions for exceptional business outcomes by predicting the most appropriate actions.
As the platform is cognitive by design, it doesn't stop learning. For that reason, it extends a better customer experience by providing recommendations for up-sell, cross-sell, and gives resolutions directly to the customer. This enhances self-service or agent-assisted services and affords a more intuitive and meaningful engagement that results in better brand recognition.
At Apptium, we take away the complexities of customer experience management by delivering services that help client teams be more effective, efficient, and proactive. Our technology professionals work with them as a partner to align business processes, infrastructure, and human capital around one common goal: improving the way companies serve its customers
With Apptium's Digital Business Platform, many of the labor-intensive and time-consuming tasks can be completed in a matter of seconds. Instead of devoting a great deal of time for analysis and conversation, Apptium provides a WYSIWYG (What You See Is What You Get) visual studio that enables companies to create functionalities for offering seamless customer experience. With the platform, business owners, product managers, and product engineers can design and create functionalities that support new products and analytics and deploy the same rapidly, all while ensuring validation, integrity, and security.
Even though companies hold the freedom to decide on the look and feel of the UI and the features and functionalities, they are bound by limitations that arise from commoditization with most of the platforms. To overcome this and help companies navigate through commoditization, Apptium offers a low-code-no-code platform that embraces rate of evolution, at the speed required by any enterprise, supporting all the latest technologies available for enriched customer experience.
As Apptium's digital business platform is adaptable and elastic, it adheres to an open standard technology layer that fits into (not replaces) the existing IT landscape. For that reason, the company can take away the overly complex tasks relating to the adoption of future technologies. "Our digital business platform is capable of simplifying and accelerating your digital transformation journey," mentions Patel.
The Reason You Need Apptium to Sell that Capability You Created!
With its expertise and innovation, Apptium is already revolutionizing telecom, media, and many other high-tech industries. The key to this success stems from the seamless enterprise experience Apptium provides to its clients. "Unless you have the capability to deliver an excellent enterprise experience, you cannot deliver a delightful customer experience," says Patel. This doesn't come by chance. Apptium houses a herd of expert professionals who support the most complex challenges surrounding enterprise experience, from connectivity to collaboration to integration, for their clients.
Apptium's world-class team of agile developers, product managers, and designers work alongside client-teams to build and deploy software differently. In the process, the company leverages a unique methodology, "APPCelerate," which enables client-teams to perform similar tasks self-sufficiently in the future. During this process, the team members learn cutting-edge technology and best practices.
Apptium's senior and highly skilled workforce regularly monitors changes in metrics such as quality, speed, functional requirements, and effectiveness of engagement with team members to overcome the DevOps challenges to gain productivity.
Simplifying the Digital Transformation Journey
Apptium Technologies has been instrumental in helping many companies provide a highly effective and efficient customer-centric product. They understand the difficulty of its clients to adapt to the latest trends and helps them transform their business accordingly.
In one particular instance, Apptium helped a client in simplifying how their customers did business with them, providing a simple single platform to enable consistent offers and experiences nationally across all channels while eliminating the overhead costs associated with training and supporting multiple systems. The solution provides an omnichannel sales and ordering platform used to place new install and change of service orders for residential and SMB customers for all LOBs (Mobile, Video, High Speed Data, Voice and Home Security). Providing a single platform that manages policies, interactions and experiences for all consumers to place orders, edit orders and view order history, and integrating with more than 30 backend systems to obtain 2000+ data elements associated to a customer and all accounts/devices associated to that customer, the client was able to transition from an online sales transaction system to an ALL digital onboarding customer experience and see a 15 point increase in NPS.
A company's culture is its basic personality and the essence of how people interact and work. Apptium has developed a culture within the organization that focuses more on three values: people, passion, and innovation. These values are key to their success. When it comes to the individual skill development of employees, the company's senior leadership goes the extra mile to encourage their team members to challenge themselves and continue learning new skills. Apptium conducts hackathons and many other tech-events for their team's skill development. Whenever a new member is inducted into the team, they are provided with a new challenge as a part of their job. The company's senior leadership plays a key role in promoting such a culture. Patel brings his business acumen, people management skills, and strategic vision to bring technology and operational innovation for the development of the organization. Over the years, he has been an integral part of the team, working closely with the client's top management in charting growth strategies and understanding his customer's perspectives. According to him, the digital platform alone could not have resulted in Apptium being an industry-leading solutions provider in the customer experience domain globally. He says, "Along with the passion for innovation, it is our team's belief that talented and passionate people—given the power to be heard and the autonomy to excel—will deliver amazing results."