The recent boom in customer experience initiatives has prompted many companies to deploy solutions that bring the company and consumer closer together—whether through increased communication options like live chat and social media outlets, or through more collaborative services like co-browsing technology. No matter how you slice it, the customer experience age has brought about all kinds of new and innovative solutions, and many of them are being tailored for the mobile user.
Fractal Analytics, which provides analytics solutions for businesses, announced this week that it has acquired Mobius Innovations, a mobile context awareness platform founded by Fractal’s co-founder Nirmal Palaparthi. The acquisition is intended to help bolster the company’s flagship Customer Genomics, a next generation customer intelligence solution that helps businesses build more personalized and relevant customer relationships based on mobile consumer data.
Nirmal Palaparthi, who left Fractal in 2012 to set up Mobius Innovations in Singapore, created Contextudio, a context awareness platform that gathers information using geolocation tools and open social media data to improve a company’s customer intelligence. One of the most enticing features of Contextudio is the way in which it allows businesses to personalize consumer offers in real time.
“As consumers, we now expect companies we do business with to understand us people, know our context and help us solve our problem by offering us relevant products or information in real time,” said Srikanth Velamakanni, Co-founder and CEO of Fractal Analytics. “Mobius acquisition will enable our clients to drive hyper-personalized customer conversations on mobile platforms through real time learning using customer context.”
Customers today demand services that are not only going to give them the resolutions and results they’re looking for, but that also make them feel like valued individuals. By personalizing services in a way that brings the support agent and customer closer together, whether through screen sharing or an open dialog, businesses stand a better chance of creating better services for their customers, while improving operations on the whole.
Edited by Maurice Nagle