Digital disruption will continue to be unstoppable as most organizations recast themselves into a more complex customer-driven culture. This demands a deeper in-sight into each customer’s journey, ample and effective resources and focus on the organizational change management as opposed to just concentrating on content management and campaign management. Deployment of CEM (Customer Experience Management) solutions is gaining momentum. While most of the available solutions work closely on analytics, predominantly addressing the campaign, demand, and market penetration, organisations also need to understand that each customer has its own unique requirements based on various social media channels that possess the ability to spark behavioural changes. Therefore, a CEM software needs to be equipped with the ability to track customer event in real-time, proactively identify customer sentiment and drive intelligent responses to drastically improve customer experiences. All this needs to be achieved through a unified platform and not the point solutions available in the market where the CEM initiatives are managing and integrating a disparate set of tools built on proprietary technology.

Creating waves in this market is a Bangalore based company, iFIX Tech Global Pvt Ltd, with its Autonomous Digital Care Platform – iFIX, that enhances profitability across people, processes, and customers through its patented DPR (Detection-Prevention-Resolution) framework. “We have developed iFIX as the next generation CEM software with capabilities that deliver a homogeneous experience integrating application, machine and human data. It has inbuilt autonomous engine and real-time analytics extending end-to-end CX maturity,” informs Surajit Bose, CEO and Co-founder, iFIXTech Global.