Icon is the only independent UK organisation exclusively focused on helping clients transform their higher value, regulated and document-centric interactions with their customers. Wondered how our platforms developed? Read on...
The early days
Years before the iPhone was invented, a few CCM and process engineering veterans were thinking about seamless omni-channel futures, and they had a big idea: Why not give business users the ability to create customer communications for any channel, without being so dependent on IT?
They began building an alternative to the print-based systems that had dominated the industry. Large clients in Europe loved the invention are have been profiting since.
However, the UK has been slow to adopt true omni-channel technologies and the company’s expansion had relied solely on word-of-mouth with no marketing activity. Recognising the potential impact for many more organisations, Icon UK started working to bring the message to a wider audience.
Our recent journey
Having commenced by exclusively representing a small number of leading software and SaaS technology providers in the UK market, the importance of End-to-End Workflow Frameworks with high levels of flexibility and easy configurability was again revisited. We understood that this meant more than ‘omni-channel CCM’ to many, requiring also elements of AI scripting for self-serve and human-assisted interactions, real-time identification (biometric by choice) and ongoing easy authentication, document collaboration, eContracting and so on. Of course, all this needed to be both compliant to all relevant regulations (e.g. eIDAS, GDPR, etc.) and automatically providing powerful evidence-based audit trails with full recording and search.
We also saw that IT Departments were overwhelmed with work backlogs, so every element of our solutions needed to easily fit into existing environments and most of the administrative activity conducted by business users with only light touch IT involvement.
But most of all, we knew that end customers wanted to be in control of the way they interacted with their important service providers, such as for Banking, Insurance, Investments, Healthcare, Pensions, Telecoms and the like. They wanted anytime-anywhere access by any communication channel they desired. They wanted the dialogue to seamlessly continue as they switched channel and to be recognised easily, but securely and only with their trusted brands and timing of their choosing. They wanted their time to be considered as valuable, with all unnecessary form filling, paperwork, travel and duplication to be eliminated.
Drawing on years of deep expertise internally and in our partners, we redesigned our approach. It enabled advanced bespoke end-to-end Customer Lifecycle Management and accelerated levels of Customer Engagement.
A new Icon UK platform for business process automation was born: the Lifecycle Interaction Platform ("LiP").
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