At Tealium, customer data is in our DNA. We have been at the forefront of delivering trusted customer data orchestration solutions to enterprises for over a decade. Tealium was started in 2008 with the promise to provide a better way for companies to collect, unify and leverage their customer data. Our products have pioneered new categories for Tag Management Systems and Customer Data Platforms.
The Tealium Customer Data Hub now encompasses tag management, an API hub, a customer data platform, and data management solutions that enable organizations to leverage real-time data for creating insight and building personalized digital experiences across every organizational team, technology, and customer touchpoint.
Contact: Kristen Meren
Title: Senior Community Manager
Related URLs: https://community.tealiumiq.com/
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
Being a marketing technology company, Tealium’s vision is to deliver delightful digital customer experiences. We’re lucky to have the internal tools and capabilities to implement our own software to use in our community. Not only do we use our own product, but we have integrations with Slack and Salesforce as well.
Our digital CX strategy was perhaps not prepared for the amount of growth that our company accomplished over the past couple years. This likely sounds similar to many organizations who try to keep up with exponential growth without losing that human touch and solid customer experience. The truth is, as a company expands, more software platforms come into employees’ use, more teams are built out, and knowledge remains “tribal” as there was previously not a need to document when the company was smaller.
As our teams and our customer base grew, it became more apparent that we had to make processes simpler for our employees to contribute in the community, while enhancing our communications with our customers. These are the three technologies that our team have focused on to improve our customers’ digital experiences.
Slack - TKB Feedback
Salesforce - Badging & Roles
Tealium AudienceStream - Onboarding Emails
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
There are lots of benefits of having our community software integrated with Slack, Salesforce, and AudienceStream.
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
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