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Accenture Interactive and SAP Hybris on Wednesday announced a partnership to create a new platform that will let users build and curate end-to-end contextual, personalized customer experiences — from marketing, e-commerce and offline shopping to customer service and loyalty management.
The joint platform will target B2C and B2B firms in retail, telecommunications and resources.
It will help companies
- discover aspects of their commerce offering that impact the customer experience;
- identify the impact of their current technology on the way people experience their brands, offerings and services; and
- act quickly upon insights using the platform’s capability to create, launch and harmonize experiences across channels that drive tangible business outcomes.
“Personalized experiences for customers across all aspects of their interaction with a company are a big challenge for many companies, particularly those that have disconnected sales, service and marketing arms,” noted Rebecca Wettemann, VP of research at Nucleus Research.
“We’ve found that disconnected data sources and silos are one of the biggest challenges companies face in advancing their customer experience goals,” she told CRM Buyer.
Accenture Interactive has conducted pilot projects with retail clients using an early-stage version of the platform, and initial results indicate sales have increased by up to 30 percent; operational costs have declined by as much as 25 percent; and ROI soared up to 700 percent.
“There are good pilots in place, and the experiences are compelling,” observed Ray Wang, principal analyst at Constellation…