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Swrve: A Multi-Device Customer Interaction Platform for the Digital Era

An Intellyx Brain Candy Brief

As digital transformation first began to take root, many organizations saw it as all about only two things: marketing and mobile. And in those opening days, when a little whiz-bang and pizzazz went a long way, it worked — momentarily.

As consumers became more savvy, however, they realized they were in control of the interaction and began to demand more than just a new way of being sold to. Instead, they wanted organizations to work with them on their terms, on the devices of their choosing and to anticipate their needs and desires.

This highly interactive form of a customer experience is a tall order — and many organizations have struggled to deliver it. Marketing automation company, Swrve, believes that for organizations to deliver the experience consumers now demand, they must go beyond a marketing and mobile-centric perspective to address the new behavioral model that defines how consumers now interact with the brands they love.

To the company, that means interacting with the consumer at the right moment, in real-time and with enough context to deliver the value the consumer demands. The company calls this approach utility marketing (as opposed to traditional interruption-based marketing) and believe that most existing enterprise systems are unprepared to support this type of interaction. It designed its multi-device, customer interaction platform to close this gap.

Its platform helps its clients activate and onboard new customers, nurture relationships, personalize interactions and improve customer satisfaction by focusing on contextualizing customer interactions. It calls this process dynamic orchestration and uses a combination of historical, data-driven intelligence and user activity to predict customer intention and likely future interactions. The result is a non-intrusive interaction that helps consumers move along the customer journey and establish a long-lasting relationship with brands.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.