Integrate operating models to break silos, enhance customer experience.

At Iris, we have identified elements that are critical to integrate organizational silos to create an integrated operating model focused on the end-to-end experience of a customer during the journey of buying a product or service. These elements are used to design a framework that brings in a dramatic improvement in the digital customer experience by driving omnichannel digitization.

Our interactive solutions are aligned with three areas of innovation.

Feature innovation: The focus is on enabling incremental enhancement of customer experiences by building a layer of technological capabilities on existing processes. It includes scope for capturing sensor-based inputs to automate simple activities through features, such as, voice control, auto play, and gesture-based contactless commands.

Service innovation: The focus is on enabling transformation in the existing operating models by including new technological capabilities such as mobile apps, AI chatbots, predictive analytics, interactive kiosks, etc.

Business innovation: The focus is on creating radical and disruptive change to the human experience at various levels of engagement, where the customer experience is at the core of every business activity and every innovation is modelled around customer insights. At this level, a whole new ecosystem is created for your entire business. For example: AR driven retail experience, VR in telemedicine, multimedia content marketing, etc.

Highly interactive and responsive user interfaces will unlock hidden customer preferences.

Interactive solutions are at the forefront of personalizing and transforming the customer’s digital journey. These use immersive technologies, design thinking and human-centered designs to reimagine interfaces and make them highly interactive and responsive, even letting customers discover insights about their expectations.

With advent of AI, IoT and Extended Reality (XR) raising the bar of competitiveness in every business sector, delivery modes must provide an extremely personalized digital experience to the customer.

Deploy interactive technologies to gauge customer preferences, shape your product design and influence decision-making.

The different ways by which our interactive solutions can transform your business and influence the customers’ decision-making processes:

• Product development: Product research based on user-driven opportunities using AI-driven customer insights that capture customers’ evolving needs.
• Marketing: Brand evolution built on experiences that customers expect based on predictive analytics.
• Data and operations: Enablement of customer-centricity at large scale by providing customers with visibility into internal processes and last-mile innovations.
• Sales: Better analysis of the outcome of sales, letting you identify a defining moment in the customer’s life due to your product and service.
• Customer support: Empowering customers to better handle issues on their own through AI driven assistance.

This refers to interactive solutions that will let you explore the power of AI in finding patterns in historical consumer data. These solutions are used to analyze customer behavior and expectations and optimize the prediction capabilities in terms of customer recommendations. These solutions are widely used by e-commerce platforms to promote cross-selling and upselling of products.