Bespoke Solutions

Reaching a customer service department should be easy, but that’s not always the case, and it leaves customers feeling irritated before even connecting with the brand. When they do connect with a brand, it's not always productive. They might start off with a bot. When that bot can’t help, they’re transferred to a human who asks the same questions they just answered. Herein lies the problem. In our personal lives, we can send images while we text and talk, and even participate in multiperson video conversations from the same device. Why is customer service so different?

Customer experience (CX) is more important than ever. The Global State of Customer Experience report states that “three-quarters of consumers switch to a brand competitor after just one bad experience,” underscoring that the CX you deliver is critical to success. In short, if you’re complacent about CX, you’re going to struggle.

Many people say omnichannel when they really mean multichannel. I don’t want to be a nitpicker, but the difference matters.

Customers use multiple communication channels to interact with your brand. One report noted that 86% of consumers expect you to recognize them across channels. They may choose from an in-store service desk, email, phone calls, in-app chat, chatbots, text messages, social media, live chat or even a self-service knowledge base. Omnichannel customer support is offering seamless customer service across all touchpoints.

This is why omnichannel matters. People want to experience brands the way they experience communicating with friends and family: easy, on any channel (or every channel) and as fast as they want it to be.

Unfortunately, much of the business world is still stuck in the multichannel phase; many companies are still utilizing cumbersome, inflexible, on-premises technology and lack the knowledge/trust of a cloud contact center. But it’s really not optional to offer just one or two communication mediums any longer The time for brands to figure this out is now — or never.

Our omnichannel support CURSOR incorporates AI and natural language processing, enabling chatbots to learn over time with each interaction and dramatically increasing your organization’s ability to solve complex issues through automation – in addition to the human interaction customers still expect. AI-powered agent assistance can even use chat histories and insights to help coach human sales agents and improve their close rates and overall performance.

Data analytics is the science of analyzing raw data in order to draw conclusions about the information they contain to uncover patterns and extract valuable insights from it. Its aim is to apply those insights to beneficially inform larger organizational decisions and subsequently achieve real-world goals. For this reason, it is also known as Business Intelligence.

Technically, data analysis is a process of cleaning, prepping, transforming, modeling, and processing data with the goal of discovering meaningful information, making informed conclusions, and supporting decision-making. Due to this technical nature, many data analytics techniques and processes have been automated using computer algorithms to prepare raw data for human consumption. Depending on the workflow stage and data analysis requirements, there are four main kinds of analytics that provide varying depths of analysis—Descriptive, Diagnostic, Predictive, and Prescriptive.

Data sets in analytics scenarios are very large and complex, so four types of data analytics have been defined by us in order to help uncover different patterns and stories within the data. The first two types of data analytics, descriptive analytics and diagnostic analytics, focus on past analysis and are the simplest to perform. The next two types of data analysis, predictive analytics and prescriptive analytics attempt to understand the future from the data. These forward-looking analyses tend to be more complex while potentially offering the greatest value of insight.

• Descriptive Analytics asks: what happened? Answers to these types of descriptive questions are found through routine data analytics and basic reports which are easily automated. These analyses can form baselines for business goals.
• Diagnostic Analytics asks: why did it happen? Diagnostic techniques dig deeper into the content of the data, for specific periods of time, in order to answer 'why' type questions.
• Predictive Analytics asks: what will happen? Building on the descriptions and diagnosis in previous data analysis, Predictive Analytics involves methods such as regression analysis, forecasting, multivariate statistics, pattern matching, predictive modeling, and forecasting to understand the future.
• Prescriptive Analytics asks: what we can do? If there is a high degree of achievement in the previous levels of analysis, sophisticated techniques such as graph analysis, simulation, complex event processing, neural networks, recommendation engines, heuristics, and machine learning can be applied to those data to make better future decisions.

Data analytics applications vary by business and industry, with the most common application of data analytics as web analytics, which draws conclusions about website user behavior based on website traffic, and financial data analytics used to create necessary reports performed on financial data sets. Additionally, technology trends continue to push analytic capabilities into new areas like edge computing, where automated remote analysis dramatically reduces latency, and overcomes the data glut challenges of today's edge technologies

Savvy brand marketers have always looked to direct-response or performance marketing, for insights into what "works". Customer insight is a way for marketers to boost their credibility and impact in a business while creating value over and above their core role. Performance marketers, who can better test, quantify, and optimise their work than their peers, are at the forefront of realising this opportunity.

Brand-owned first-party data is the fuel for most modern marketing and advertising, but an increasingly complex ecosystem of marketing technology fractures and siloes it. Finding a scalable, efficient way of using first-party data, to build intelligent journeys that drive conversions and profit… that's the biggest challenge and most critical opportunity.

A fully integrated measurement model still eludes most advertisers – so we hope to make a dent there. Marketers need to move from heuristic attribution models (based on assumptions and logic) to an algorithmic model that uses data to assess whether campaigns work. This needs time and confidence to actually happen.

Also, stitching together journeys across walled gardens, in particular the "big three" of Amazon, Google and Facebook remains an unsolved problem.

The most sophisticated marketers are measuring the success of their performance campaigns with profit, not just revenue. With this transparency, they can make investment decisions that deliver real growth – and so turn colleagues in financial and business functions (the budget holders) into allies.

On the surface, we typically work with both B2B and B2C companies with a digital marketing budget greater than $20 million. But the companies we have the best relationships with are those that have positioned themselves as industry leaders through traditional marketing methods and are now ready to take marketing in a “new direction” by employing digital and inbound marketing strategies.

It is also helpful when a company understands the methods and resources necessary to achieve success online. To truly implement digital marketing requires the expertise of several team members. Many times, the companies we work with are looking to build an internal marketing department. They are considering hiring two or more internal employees to support content marketing, SEO, demand generation and marketing automation. While that might be the ultimate goal, in the meantime, both sides know Boolean has a faster, lower-cost alternative for doing many of those things compared to adding several new employees—at least in the first 12 to 24 months.

Digital marketing also requires several digital platforms, including a content management system to host your website, blogs and gated resources; customer relationship management software to manage interactions with prospects and customers; a search engine optimization tool; graphic design platform; demand generation or social media ad platforms; a project management system—just to name a few. At Boolean, we have several tools we recommend after years of experience and experimentation. Working with companies that trust us to utilize the tools we need to get the job done and garner the results they want always creates a bountiful relationship.

One of the biggest challenges that we see, and this is feedback we get from customers, is how hard it is to identify the real threats. Businesses don't really know what constitutes a threat and whether it's going to affect them. Moreover, they don’t understand the implications. Businesses don't have the required experience in physical security, ransomware, or anti-malware. And beyond technology, businesses often forget that cybersecurity begins in the real world with people and processes.

Almost half (48%) of US CEOs surveyed plan to increase their investments in cybersecurity and data privacy by up to 9% over the next three years, and 30% plan to increase investments by 10% or more. Importantly, 42% ranked cyber and data privacy second among 11 areas of impact and value that they said they should do more to measure threats.

This continues a trend we’ve seen among C-suite executives: reallocating investments into cyber and privacy as companies raise their digital ambitions.

After years of escalating worry about cyber threats posing the most significant risk to their growth, US CEOs are finally putting resources behind better management of cyber risks. In the latest survey, 71% of US CEOs said they are “extremely concerned” about cyber threats—ahead of pandemics and other health crises (46%).

But CEOs can improve their cybersecurity posture while controlling costs. They can empower their chief security officers to make a difference. The challenge with security is that you have to constantly tinker and make provisions to protect the business. A qualified individual within in the business is important, but responsibility can’t just rest with them. If several touch points don’t exist across all aspects of people, process and technology, and access isn’t available to market leading security vendors, it’s not possible to have the necessary information on which to act.

One thing we try to do with our customers is have them think about cyber and information security as a selling point. I.e, if an organisation has laid the foundations by going through a Cyber Essentials course and associated examinations, it's a really good selling point, and something that should be promoted to customers.

01 — Bespoke solutions
We build marketing solutions that are as personalized to your business as the experiences we craft for your customers.

02 — A partnership platform
Not just a vendor, we integrate our experts within our clients' internal teams to ensure measurable, meaningful results.

03 — Industry-leading customer insights
We understand your customers and what inspires them to engage and transact.

04 — Deep media expertise
We were born as a cyberverse company and we've spent 20 hours everyday optimizing these services to support growth.

05 — A culture of growth
We are dedicated to delivering results not only for our clients, but for our employees as well -an attitude that is infused in everything we do.

We want to work with companies that are doing good in the world, which has several different definitions. It can be the medical manufacturer that helps physicians perform better surgeries, the tech company creating software to keep lone workers safe, the manufacturer that is creating innovative ways to conserve water or the healthcare system that is not only saving lives but creating hundreds of jobs in the community.

This sets us apart from many other cyberverse companies that, in order to grow, will work with just about any brand willing to hire them. Those agencies most often apply a stock formula of tactics from a menu of services.