To increase customer and employee engagement, organizations are challenged to deliver personalized, engaging and delightful experiences across multiple touchpoints. However, most organizations today do not have adequate resources and capabilities to integrate multiple touchpoints for comprehensive insights. Organizations must look at integrating feedback with information generated by operational systems including customer relationships management (CRM) and human resources management (HRMS) systems.
DropThought is a comprehensive experience management (XM) platform that combines multi-disciplinary analytical approaches to obtain data from various systems and touchpoints. The solution is built to be easily integrated with any 3rd party applications and provides anytime-anywhere access through its mobile platform.
By combining experiential (X) and operational (O) data from the customer/employee journey, DropThought helps organizations personalize customer interactions, attain real-time actionability and analyze the root-cause of experience breakpoints using advanced AI/ML to predict likely behaviors. This allows customers and organizations to work together and improve experiences, interactions, events and overall trends.