Flamingo can integrate into other CEM platforms and deliver context-rich customer journey data and customer profile data
With the understanding that clients are wrestling with the problem of not being able to have meaningful conversations with customers and the inability to carry out efficient exchange of information to and from the customer, Flamingo introduced its product—Journey Assist. This platform allows a conversation similar to the likes of a web chat, supported with pre-programmed best practice customer journey steps, based on Human Centered Design Principles. Employees use these steps to guide customers through the design of an experience in order to help the customer to buy a product or solve a problem. Businesses use Flamingo for customer acquisition and retention.
Flamingo’s experience configuration engine, Personalizer, enables customers to design their own experience through being presented with various options and features. “The customers have the power to decide
One of Flamingo’s customers, a wealth management organization, chose Flamingo to carry out some of its financial planning activities. The customer wanted to provide Financial Planning advice around Wealth Management products to individual customers by collaborating with their intermediary accountants. Flamingo enables both the accountant and wealth manager to co-create experiences with a customer in one session in the portal. “Through the platform our client learned the best conversations and journeys for the customers around wealth management products. We will then automate some parts of the financial needs analysis process for wealth products,” says Wallace.
In the days to come, Flamingo aspires to roll out many solutions that will enable customers to be involved in designing experiences that will help in generating profits for businesses. The process of customers and employees generating richer experiences is called Value Co-creation and it is proving to be the way the successful organizations will behave in the future. Additionally, the company wants to be one of the first Vendor Relationship Management (VRM) players. “We want to enable customers to own, control and cast their own experience data to trusted organizations,” concludes Wallace.