Software Solutions from Pitney Bowes

The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management.

Enterprises who are striving to improve their customers’ experiences are hampered by the challenges of creating unified access to accurate customer information. Ovum’s 2018 global research study found that more than 80 percent of enterprises in every industry and sector had made little progress, and cites Pitney Bowes’ history of location addressing as a tool to weave together accurate data to enrich customer profiles.

Everyone, everyplace, everything is addressable.

Yet Ovum’s 2018 global research study found that more than 80 percent of enterprises in every industry and sector had made little progress in improving their customer experiences, even though it was cited as a top digital transformation initiative.

Building on its heritage of accurate location addressing, Pitney Bowes has addressed the premise of multidimensional addressing, developing The Knowledge Fabric from Pitney Bowes, which weaves together several solutions to help clients seeking to understand and engage with their customers in the context of their location.

The Knowledge Fabric from Pitney Bowes is built on the company’s customer information management capabilities through its Spectrum Technology Platform; customer engagement solutions with the EngageOne Communication suite; location intelligence solutions; and a newly expanded portfolio of geo-enriched data-as-a-service offerings.

“This will appeal to enterprises struggling to create unified access to accurate customer information, often hidden and fragmented across multiple systems, and those that need to enrich contextual data with accurate location intelligence.”1

To learn more about this integrated solution, read the Ovum report, The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management.

Overcoming the challenges of multidimensional addressability

A primary challenge facing organizations attempting to improve their customer experience is the inability to create an accurate and unified view of the customer. Customer information is often hidden and fragmented across multiple systems. Thousands of potential attributes must be accurately mapped and associated with an individual customer to create the unified profile.

That’s where The Knowledge Fabric from Pitney Bowes comes in, bringing its customer information management and location intelligence capabilities together to generate accurate and timely contextual insights. And by integrating its comprehensive and diversified portfolio of solutions, Pitney Bowes has created a more focused solution that can be applied to multiple industries.

“The Knowledge Fabric concept has been tested on existing customers, and the overall conclusion is that it is a very relatable idea, particularly among nontechnical businesspeople. Given the critical importance of a coherent customer engagement strategy supported by data and insight, allied to an equally coherent customer-centric organization, this is a welcome step forward on the otherwise arcane and technical topic of customer information management.”2

Fundamental to customer engagement success

Information recorded about customers is usually transactional and yields little contextual insight. The added value in The Knowledge Fabric from Pitney Bowes is that it weaves together Spectrum, the company’s customer information management platform with its global store of location and geospatial data and a wide selection of curated third-party data, providing the contextual insights today’s organizations need to provide the optimal customer experience and remain competitive.

“Customer information management is unsexy but fundamental to customer engagement success. Pitney Bowes is doing more than most to meet this challenge, and with the Knowledge Fabric, it has added some sex appeal to boot.”3

Learn more

We invite you to read the Ovum report, The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management, to learn how this evolved solution can benefit your company.

 

 

The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management, Ovum, 2018
2 The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management, Ovum, 2018
3 The Knowledge Fabric from Pitney Bowes: A Platform for Customer Context Management, Ovum, 2018