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Customer experience is one of the most critical segments of the modern-day business world. Even though the focus is always on the companies, the importance of interactions is multiplied in the digital era where users cannot see the solution providers face-to-face. Companies have to ensure that customers have positive experiences and access information easily without any hindrances. One such company that is redefining this domain and offering customer engagement solutions is
Redefining Communication with Digital Customer ExperienceAwareX is transforming the way communication service providers engage with their customers. For years, the company’s founders and key executives have watched CSPs struggle to address the complex and ever-increasing customer service needs of their large customer bases leading to high customer churn. The team saw an opportunity to help both the CSPs and their customers through a digital customer experience platform that provided rich functionality to users while increasing customer retention, lowering support costs, and increasing upsell for the CSPs.
A Passionate Leadership Pioneering TechnologyMichael Matthews is the Founder and CEO of AwareX. He has served the communication industry for many years in C-level and board roles. Michael is passionate about using technology to anticipate and assist humanity (rather than the reverse). Spurred on by a profound disappointment in the effectiveness of many of the modern customer service systems, Michael has long been a pioneer in creating and championing the category of customer experience management.
Embracing ‘Headless’ Architecture to Power Digital TransformationMichael presumes that AwareX builds customer engagement through UI/UX for its customers. One of the key differentiators that have enabled the company to stand out is its ‘headless’ architecture that isolates the service apps, web, chatbots, and other user interfaces from the business logic that drives more than 100 customer journeys. This allows the team to upgrade and enhance that business logic without impacting the UIs and vice versa.
Innovating Avant-Garde Solutions to Address the Needs of CSPsAccording to Michael, AwareX is unique because it specifically addresses the needs of CSPs – not only the challenges of meeting their customers’ needs for self-service but the challenge of integrating a new solution into the CSP’s existing highly complex, high-availability, high-volume IT infrastructure. He adds that the company has also built a low code, cloud-native SaaS platform, featuring industry-standard APIs that can be installed very quickly and has a low total cost of ownership compared to yesterday’s “standalone app” approach. The company is well-known for being fast to market and providing a low total cost of ownership. Michael claims that AwareX uses fully cloud-native deployments to enable the transformation of traditional consumer and B2B engagement. Also, one of the best features of the AwareX Digital Customer Engagement Suite is how fast it can be deployed. A vast majority of AwareX enablements require zero to no coding and can complete the transformation for the customer within a short period of 90 days. It shows visible results as compared to the stark contrast from the poor ROI associated with past end-to-end transformative programs.
A Success Story and A Plethora of RecognitionsOver time, AwareX has become a valued partner to its customers, reveals Michael. In most cases, the company has replaced complex, self-built systems with far less functionality, and through this process, the customers are getting several benefits in terms of increased satisfaction from their customer base. He mentions that Eugene O’Shaughnessy, the Head of Cellular One’s Technology Group has recently praised the company saying, “AwareX lets us focus less on IT and more on our network and our customers.” AwareX also recently received New World Report’s Best Communication Customer Engagement Innovation Award for 2023 and the GameChangers 2023 Award for Customer Engagement Solution of the Year.
‘Best Services’ at the Helm of Future DevelopmentsCustomer experience is one of the most critical segments of the modern-day business world. Even though the focus is always on the companies, the importance of interactions is multiplied in the digital era where users cannot see the solution providers face-to-face. Companies have to ensure that customers have positive experiences and access information easily without any hindrances. One such company that is redefining this domain and offering customer engagement solutions is AwareX . Founded in 2023, AwareX provides leading digital customer experience solutions to the communication service provider (CSP) market. The company’s cloud-native SaaS platform enables CSPs to allow their customers to utilize their channel of choice and receive a consistent, personalized, and intentional experience. Whether those customers are checking their pre-paid balance, paying a bill, reporting a problem, or buying additional products and services, the company makes sure they enjoy a rich experience. AwareX was founded by telecom veterans who are passionate about customer experience and understand the complexities and challenges faced by CSP professionals within the ever-growing world of industrial demands. The company’s ‘customer-first’ approach is one of the many reasons why most industry customers are attracted to the company’s scalable and efficient solutions.AwareX is transforming the way communication service providers engage with their customers. For years, the company’s founders and key executives have watched CSPs struggle to address the complex and ever-increasing customer service needs of their large customer bases leading to high customer churn. The team saw an opportunity to help both the CSPs and their customers through a digital customer experience platform that provided rich functionality to users while increasing customer retention, lowering support costs, and increasing upsell for the CSPs.Michael Matthews is the Founder and CEO of AwareX. He has served the communication industry for many years in C-level and board roles. Michael is passionate about using technology to anticipate and assist humanity (rather than the reverse). Spurred on by a profound disappointment in the effectiveness of many of the modern customer service systems, Michael has long been a pioneer in creating and championing the category of customer experience management.Michael presumes that AwareX builds customer engagement through UI/UX for its customers. One of the key differentiators that have enabled the company to stand out is its ‘headless’ architecture that isolates the service apps, web, chatbots, and other user interfaces from the business logic that drives more than 100 customer journeys. This allows the team to upgrade and enhance that business logic without impacting the UIs and vice versa.According to Michael, AwareX is unique because it specifically addresses the needs of CSPs – not only the challenges of meeting their customers’ needs for self-service but the challenge of integrating a new solution into the CSP’s existing highly complex, high-availability, high-volume IT infrastructure. He adds that the company has also built a low code, cloud-native SaaS platform, featuring industry-standard APIs that can be installed very quickly and has a low total cost of ownership compared to yesterday’s “standalone app” approach. The company is well-known for being fast to market and providing a low total cost of ownership. Michael claims that AwareX uses fully cloud-native deployments to enable the transformation of traditional consumer and B2B engagement. Also, one of the best features of the AwareX Digital Customer Engagement Suite is how fast it can be deployed. A vast majority of AwareX enablements require zero to no coding and can complete the transformation for the customer within a short period of 90 days. It shows visible results as compared to the stark contrast from the poor ROI associated with past end-to-end transformative chúng tôi time, AwareX has become a valued partner to its customers, reveals Michael. In most cases, the company has replaced complex, self-built systems with far less functionality, and through this process, the customers are getting several benefits in terms of increased satisfaction from their customer base. He mentions that Eugene O’Shaughnessy, the Head of Cellular One’s Technology Group has recently praised the company saying, “AwareX lets us focus less on IT and more on our network and our customers.” AwareX also recently received New World Report’s Best Communication Customer Engagement Innovation Award for 2023 and the GameChangers 2023 Award for Customer Engagement Solution of the Year.Michael opines that as digital natives become a larger part of the CSPs customer base, expectations for quality digital engagement with their CSP will continue to increase. New digital channels will emerge, and through those channels, customers will soon expect even more control. The company’s products are designed for the future to enable existing and future customers to experience the best services themselves.
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Personalized Digital Messaging Bridges The Communication Gap
The year 2023 will be known as a time when almost everything changed — from the way we work and shop to how we gather and move about. Positive change requires effective communication, and the steady evolution of our new normal has made digital signage technology even more relevant.
The way we interact publicly has become subject to steady transformation, and digital signage can help — displaying updated opening hours, access rules, capacity limits and even inventory for highly sought items.
Businesses that weren’t equipped with digital signage technology have had to resort to “hacks,” like handwritten notices and printouts taped to doors and walls. Businesses that already had digital signage in place are putting those screens to work, communicating changes quickly and easily.
Reducing contactMany businesses and venues have been trying to become as contact-free as possible. Some of that involves limiting the need to touch things — like replacing manual doors with automatic ones. But the shift toward contactless operations is mostly about reducing face-to-face contact to mitigate health risks.
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Circumstances have elevated the idea of “untact” — an invented term that’s all about communicating effectively with customers, partners and colleagues while minimizing physical contact.
The untact concept manifests itself in sales calls, product demos and team meetings that used to be done in person but are now done via video conferencing. It’s also being applied in public settings — in retail, hospitality and other sectors — to drive customers to remote technology solutions that deliver services and facilitate transactions safely and effectively.
Same food, new normalWhen you need a burger fix or a fancy coffee, you head to a quick service restaurant (QSR) operation. In 2023, closed or limited capacity dining areas have made drive-thrus mission-critical. What was already 70 percent of the revenue for some QSRs became 95 percent or even 100 percent of the business.
Digital signage is a huge part of drive-thrus, with QSR giants using presell and digital menu screens at more than 10,500 locations in the U.S. Rugged, outdoor-ready displays do the basics of relaying accurate, time-keyed ordering options, but they’re also powerful tools for promoting new items and specials.
Operators are starting to use artificial intelligence (AI) and anonymous camera-based sensors to analyze customer segments car by car and dynamically adjust menus to upsell and speed ordering decisions.
Self-serve ordering kiosks have also grown common in QSR, with touchscreen displays allowing for more order customization and lessening inaccurate orders and food waste. While touchscreens raise worries of transmitting contagions, QSR operators are counterbalancing that risk by doing regular, very visible cleaning and making sanitizers readily available.
Touchscreens minimize one-to-one contact risk. Workers do food prep behind the scenes and hand off packaged meals based on digital orders. While this may reduce the friendly, personal communications usually found in retail establishments, it’s prioritizing the health and safety of both staff and customers.
Local tech, remote managementTouchscreen kiosks have grown popular at airport check-in counters and customs areas because they speed lineups and ease some of the demands on staff. They also follow physical distancing guidelines by minimizing the need for counter staff to interact directly with other people.
New distance, same servicePhysical distancing guidelines are requiring many retailers and other services to limit the numbers of visitors they have inside at any given time. The simple but labor-intensive fix is assigning staff to work as greeters, working in tandem with inside staff to signal when someone leaves, allowing the next person in line to enter.
Sensors — or more sophisticated on-site analytics systems — can do that work more cost-effectively. Sensors that scan lineups and active shopper density can trigger messaging on screens that function as metered traffic lights, signaling green when the next shopper can enter. The screens can also relay anticipated wait times.
Screens inside stores, in their windows and outside are also increasingly important. They can communicate changes in how the business is operating, like updated hours, cash handling, inventory levels or notifications for newly added services like curbside pickup.
Keeping upThere’s an old saying about the only constant in life being change, and that certainly applies these days. Technology is no different, constantly evolving into new iterations. In these times, leaning into the opportunities digital signage can provide for in-person experiences is change worth pursuing.
Discover the future of displays in retail environments in this free webinar, and see how super-bright outdoor displays can support drive-thru business.
How Digital Tools Help Banks Empower The Employee And Customer Experience
The accelerating pace of change is bringing new challenges to retail banks. Today’s customers have higher expectations for service and personalization from their providers. And workers possess a digital-first mindset, expecting employers to provide premium mobile equipment that helps maximize their productivity.
For example, many banks are transitioning tellers serving clients from behind a glass wall to actively interacting with them on the branch floor. To become “universal bankers,” these workers will require training and upskilling to become customer-first representatives. Meanwhile, other banks are looking to empower customers to complete tasks quickly through virtual teller kiosks to trim payroll costs and enable customers who want to conclude tasks rapidly.
Still, banks must ensure security and regulatory compliance, even as cybersecurity threats increase.
How one Samsung device can empower the employee and customer journeyImplementing and using the right mobile technology and tools can address the challenges and shifts in retail banking by mobilizing your branch associates anywhere in the branch. It can also empower them with a single multi-functional, secure, enterprise-grade device that helps them work with clients and keep up with training — and even streamline your customers’ experience in the branch.
Take the Galaxy Tab Active4 Pro, for example. This is a device that can replace three others at a fraction of the cost and help bankers serve clients anywhere in the branch. There’s no longer a need to provide your staff with a separate ID and check scanner, thin client PC, and POS/pin pad. Paired with the Samsung DeX app and protected by the Samsung Knox security platform, your associates can accomplish all their day-to-day tasks without working behind a computer.
The employee journeyLet’s look at how Samsung mobile devices can help a bank associate carry out their tasks during a typical workday:
The bank associate walks into their branch in the morning and clocks in for work on their smartphone.
After clocking in, the associate manages their tasks and schedule for the day on their smartphone.
Then, they arrive at their desk and connect their Galaxy device to Samsung DeX to read data and trends for the day. Bankers can easily connect their Galaxy phones — such as Galaxy Z Fold4 and the most recent Galaxy S23 series — to their monitor to bring it to life on the big screen. DeX provides a PC-like productivity experience, which includes working across multiple apps simultaneously with resizable windows. They can also leverage tablets for a customer-only view.
Samsung DeX enables bankers to connect Samsung Galaxy phones — such as Galaxy Z Fold4 and the most recent Galaxy S23 series — and tablets to a screen for a desktop-like experience. They can also leverage tablets for a customer-only view.
When a customer walks into the branch and checks in via a self-service kiosk, the bank associate is notified by their Galaxy Watch5.
The associate then picks up their Galaxy tablet and walks over to the customer to assist them, greeting them by name. They sit in the bank’s cafe area and discuss the customer’s request. The banker scans the customer’s ID on the tablet (no separate ID scanner device is needed) to verify and pull up their account details.
Later in the day, the bank associate dials into a private office through pin access on the tablet device at the door.
The associate pulls up and completes required bank training on their HHP to refresh and update their skills required in today’s retail bank.
At closing time, the associate puts high-value deposits into the vault and uses Knox Capture to scan the bag deposit codes on their HHP.
What’s next for the future of finance?Samsung surveyed 1,000 finance professionals about the future of mobile tech. Here’s what they said. Download Now
The customer experienceYour customer’s journey also demonstrates how Samsung devices can improve both your employee’s productivity and customer experience:
A customer enters a branch and goes to a self-service kiosk (tablet) to check in.
The customer is directed to the virtual teller for assistance and can complete their task quickly and be on their way.
Another customer with a more complex need is approached by a bank associate holding a Galaxy tablet. The customer is looking to open a new account, so the associate sits at their desk and connects to DeX to scan the customer’s passport using the tablet. The customer simultaneously enters their account pin on the tablet touchscreen to access their existing account.
The customer can seamlessly provide a signature for the account opening on the Galaxy tablet using the S Pen.
Before leaving the bank associate’s desk, the customer is asked to complete a survey to track net promoter score (NPS) and gather additional information for personalized products, all on the Galaxy tablet.
Finally, when leaving the bank, the customer schedules a follow-up appointment to meet with the private banking team on an app optimized for their Android device.
The employee journey directly impacts the customer experience, and technology is a powerful tool that can improve both areas. Meet customers’ higher expectations and help boost employee productivity and training with the right devices, all while ensuring security and regulatory compliance.
For a full overview of all Samsung technology solutions for the Finance industry, please visit this page. And sign up for a Samsung Business Account to get exclusive offers, including volume pricing discounts, on our Rugged devices, as well as our newest devices like Galaxy S23 series, Galaxy Z Fold4 and Galaxy Z Flip4.
Revamping The Retail Experience With Ai Analytics And Customer Data
Since reopening and adapting to changing consumer purchasing patterns, retailers with digital solutions in place — particularly AI-powered solutions — are using customer data to study evolving shopping habits in real time.
At Samsung, we’ve seen operators’ thinking shift — from simply how to reopen to how to engage customers in new and different ways. In order to compete with the industry’s behemoths, retailers need to create a satisfying customer journey that spans from online shopping to immersive in-store experiences. Blending online and in-store shopping into a memorable omnichannel experience is the next big thing in retail.
Immersive omnichannel tech with AIWith digital tools like in-store analytics, 3D modeling, intelligent displays and heat sensors, retailers are tracking customers’ behavior in their stores to up their service game. The goal is to make the customer journey — which often begins at home or on their phone — so intuitive and convenient that what they remember most is the enjoyable, safe experience they had at your store.
Personalize the customer journeyMany retailers assume they know how consumers move through their store or where shoppers spend the most time, but it’s hard to know for sure without the data. Heat mapping can identify critical opportunities in the conversion funnel and help retailers make well-informed decisions. Using AI-powered machine learning, FastSensor technology gathers traffic insights from physical data points inside a store and sends them to a cloud-based server. From there, the data sets are analyzed according to an algorithm and converted into actionable items that can be implemented inside the store.
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With this technology, sensors can “see” a customer in front of a certain item and then display relevant on-shelf messaging, such as discount codes, photos and reviews of the product, as well as complementary items, warranty offers or even a short video of the product in use. Businesses can build custom solutions based on their specific needs, growth goals and KPIs. Over time, FastSensor helps retailers gather, analyze and deliver data points, which you can use to continually reoptimize your displays.
Create, manage and distribute contentIt’s essential that retailers deliver relevant, engaging and up-to-the-minute content exactly when their customers need it. Samsung’s proprietary content, device and data management system, MagicINFO, is a game changer for busy operators who don’t have time to manually troubleshoot every technical issue. With a single intuitive platform, you can create, publish and manage content in real time.
MagicINFO could, for instance, be used to announce limited-time offers, showcase new inventory, or alert in-store shoppers of an upcoming weather event. MagicINFO also allows retailers to automate tasks and schedule upcoming promotions. In addition, it can help lower costs, shrink your company’s carbon footprint and drastically reduce how many printed materials you use. The need for overhead drops too, as all content and displays can be managed from one single location by a single employee.
Through MagicINFO, operators can view real-time in-store analytics and detailed marketing performance reports. MagicINFO’s comprehensive technical support and regular software upgrades ensure retailers always have a robust marketing toolkit at their fingertips.
Maximize throughput with 3D mappingKnowing how customers move about the store helps retailers create more interesting customer journeys, incorporating strategic points of engagement.
If a retailer discovers (through heat mapping, for instance) that their store layout isn’t fully optimized, they can use that data to reorganize the store. 3D mapping takes the guesswork out of store design and conversion optimization by allowing operators to compare detailed before and after analytics.
For example, grocery stores often place popular items like milk, beer and diapers near the back of the store to encourage impulse purchases along the way. When you know which aisles customers are most likely to use to get there, you can optimize your displays and messaging on those paths.
What’s next for AI and data in retail?With AI-powered retail solutions, stores can blend the ease of online shopping with the convenience of picking up items in person — and that’s where Samsung comes in.
By integrating seamlessly with retail software, digital signage from Samsung can entice window shoppers to come inside, at which point heat mapping and sensors can track their journey and see where they linger and for how long. Smart displays can also boost upsells by providing relevant suggestions based on a customer’s location in the store, the time of day, season or other custom triggers — for example, recommending LED bulbs when a customer purchases a light fixture.
As brick-and-mortar stores evolve to take on new challenges, retailers have been forced to innovate. Embracing digital solutions will help them meet their community’s needs.
Get more tips on configuring and tailoring real-time messaging using an integrated CMS such as MagicINFO in this complete guide. You can find more innovative signage solutions for in-store shopping by exploring Samsung’s full retail display lineup.
How To: Use Wildcard Search With Various Google Services
Here’s how you can play with it in various Google services:
General Google Search + WildcardGeneral Google search allows a lot of flexibility with its wildcard operator.
How it works: * is substituted by one or more words.
When it comes particularly in handy: In combination with “” (exact match) search to control the proximity within a set phrase. This trick can turn particularly useful for content inspiration as well as for keyword research (to expand your initial query):
You can also achieve unexpected results when using the wildcard operator in combination with other search commands. Try:
intext:”diabetic * diets”
intitle:”diabetic * diets”
“diabetic * diets” -food
etc
Other Google Search Services + WildcardWhile many people are aware of wildcard search for “Universal” / “blended” results, few users also use the wildcard operator for other types of search results. Wildcard operator is also supported by multiple search engines run by Google:
Google images
Google video and Youtube;
Blog search;
Google news;
Google Shopping
etc
How it works: * is substituted by one or more words.
When it comes particularly in handy:
Here are a few example of how the search operator can turn particularly useful:
Find video content inspiration; example: [“blogging * wordpress”]
Customize your Google News RSS feed (to use it to track your brand mentions or to monitor new opportunities); example: [“guest * post *”]
Expand your search to include various possible variations; for example, to track new articles by “guest author” (and thus track new guest blogging opportunities), use this query in Google Blog Search: [inpostauthor:”guest * author” OR inpostauthor:”guest author”]
Google Reader + WildcardHow it works: * is substituted by one word. To get two words within your phrase, use two asterisks.
When it comes particularly in handy: Google Reader is your personal collection of relevant feeds. Using it for keyword and content inspiration may turn much more effective than using generic search results.
Gmail Search + WildcardHow it works: * is substituted by one or more words.
When it comes particularly in handy: Gmail is another useful collection of resources and links dirctly related to you, what you read and what you are subscribed to. I have once shared how Gmail search can turn a great help in your keyword and content research. With wildcard, this idea is even more effective.
A wildcard operator can also turn a great help for searching Gmail attachments: filename:google*.doc – This one filters emails to only those that have doc files attached and these files have [google] in the beginning of the name (whereas filename:*google*.doc searches for messages that have documents attached with “google” mentioned somewhere in the middle of the file name).
Here’s the example set of this search and the results it triggers:
Now, go play with search results to your heart’d content!
Make Your Small Business Look Bigger With Virtual Services
While it’s always nice to have extra help–in the form of a personal assistant, an accountant, or a lawyer, say–it’s also nice to cut costs. Small and medium businesses often can’t afford to hire salaried professionals for all of those extra tasks that must be done.
If you already operate on a shoestring or need to cut costs–and perhaps water cooler chatter–read on for virtual services you can “hire,” instead of an extra employee.
Replace Your Personal Assistant or SecretaryHiring a dedicated personal assistant or a secretary will cost you around $35,000/year ($2900/month), plus benefits. But you can easily outsource much of the work of a personal assistant to the virtual world for just a fraction of the cost of hiring a professional, especially if you know what tasks you need the most help with.
If you do a lot of traveling and entertaining, RedButler offers personal assistant and concierge services (such as making hotel reservations), and it features a special membership card that allows holders to receive discounts at hotels and restaurants. RedButler memberships start at just $36.95/month for 15 tasks (each phone call or hotel booking constitutes one task) and a membership card.
If you’re looking for more of a dedicated personal assistant, Habilis and AskSunday offer hourly membership plans. Instead of being billed per task, you can sign up for a certain number of hours per month. Habilis plans start at $350 for 40 hours, while AskSunday plans start at $150 for 10 hours. Both offer personal assistant services such as making phone calls, handling e-mails, and making reservations, and they feature 24-hour availability.
Replace Your LawyerWhile I don’t recommend completely outsourcing your legal needs to technology, free legal Websites are a valuable resource. Because lawyers charge by the hour, doing your own research, or at least finding the correct legal form, can actually save you a small chunk of change.
Replace Your AccountantIf you’d prefer not to be tied to your desktop, online accounting services are another option. QuickBooks features an online version whose cost ranges from $12.95/month to $63.16/month and has a lot of the features of the desktop version, including invoice and expense tracking, payroll support, and online banking support.
FreshBooks, whose plans range from free to $40/month, is more suited for small businesses larger than one person. FreshBooks allows you to track invoices and expenses, and to create and manage inventory, and it even creates and mails invoices for you via snail mail at a nominal additional cost.
Even if you end up hiring an accountant anyway–just as an extra pair of eyes before tax time–these services are worth it. After all, if you have your finances in relative order, it will save your accountant time–which translates to saving you money.
Replace Your Customer SupportCustomer support is an essential–yet tiring and time-consuming–aspect of running a small business. Fortunately, a few online tools can make customer support a relatively easy, painless process.
Zendesk is a virtual help desk and more of an organizational tool for customer support. Instead of crowdsourcing customer support as Get Satisfaction does, Zendesk allows you to solve customer problems using helpdesk trouble tickets. You can embed Zendesk into your company’s Website, enabling customers to open a ticket when they have a problem. Zendesk helps you manage, organize, and resolve open tickets.
Zendesk is nicely transparent in that customers can see who is working on their ticket and when it’s expected to be resolved. Zendesk can also help users help themselves with its ticket tagging–certain tags will pull up forum and discussion suggestions that may resolve the customer’s issue. Zendesk starts at $9/month for up to three customer service agents.
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