01

Airlines

02

Consumer Electronics

03

E-Commerce

04

Financial Services

05

Government

06

Healthcare

07

Media & Broadcasting

08

Telecommunications

09

Travel & Leisure

Airlines

Sustaining top quality customer experiences, loyalty and retention on a worldwide basis is challenging for any business, but this is especially true for airlines. Whether its in the air, at airports or during the course of a support interaction, customers expect the same high levels of customer service across all channels. But this is easier said than done. The breadth of services and skills required to support an airline are complex. Add to this the back-end systems that need to be available on a non-stop basis, the number of languages and markets that need to be supported round-the-clock, the large peaks in business levels and the need to cope with unexpected crisis situations, and the customer experience (CX) challenge for airlines is clear.

Consumer Electronics

Heightened customer expectations and the speed of innovation in the consumer electronics industry have created a need to adapt faster than ever before. For every customer that is brand loyal there are many more that will shop around for the better deals and will not hesitate to switch brands. In the consumer electronics industry, only 20% of customers exhibit loyalty to their current brand, with 47% indicating that they intended to search for a better offer. Keeping customers loyal requires exceptional customer experience.

E-Commerce

The quest to grow online sales led many companies to collaborate with Scicom to both simplify and enhance multichannel commerce capabilities. Companies see the opportunity to expand but were frustrated by outdated platform and the complexity to manage multiple channels. Our clients were able to consolidate, re-platform, and upgrade their multichannel commerce capabilities quickly, vastly expanding their reach.

Financial Services

As more customers start to leverage online and mobile banking, customers are growing to expect a high standard of personalised engagement across all channels. In line with this, financial institutions that emphasise omnichannel customer support, and create customised experiences across all touchpoints are expected to see the most significant rise in revenue and brand loyalty.

Government

The need for government agencies to adopt digital technologies that help them “do more with less” has become especially urgent because of budget pressures and higher citizen expectations. Scicom Gov-Tech provides digital government services and solutions for federal, local and state government clients. The aim is to transform government from the inside out, enhancing service delivery by working with government agencies that are ready to adopt modern approaches to managing and delivering digital services.

Healthcare

Increasingly in healthcare, there is a desire for patients to be treated not just as patients, but as customers – which is changing the way companies develop their customer engagement strategies. Customers increasingly demand personalised content and relevant conversations at every touchpoint, wanting to know that custom feedback is available when it comes to managing their myriad of healthcare queries. To address this, Scicom provide a range of customer experience solutions to help healthcare providers remain competitive.

Media & Broadcasting

As exciting changes continue to disrupt and drive innovation, new technologies and trends provide endless opportunities for growth in the media and entertainment industry. The rollout of fifth-generation (5G) wireless technology will create a host of new opportunities across the media & entertainment sector, and as digitisation reshapes the landscape of this industry, customer touchpoints will become vital, with customer experience becoming the main driver of a company’s bottom line.

Telecommunications

With the introduction of an increasing number of digital communication channels, revenues from core voice and messaging businesses continue to shrink, and the number of customer touchpoints is ever-growing. Players in the telecommunications sector face an uphill battle as digitisation reshapes the industry landscape, and customer experience becomes an ever-growing driver of a company’s bottom line.

Travel & Leisure

Digital platforms are disrupting the way the tourism sector is being run, impacting the way destinations gather data and attract visitors. Platforms that facilitate peer-to-peer communication and user-generated content are on the rise, and the results are complex: an extensive web of touchpoints showing huge variations across people and preferences. With such an array of channels available, omni-channel and on-the-go support are becoming essential to a traveller's overall experience.