Customer Experience & Customer 360

Transform Customer Interactions with Personalized, Data-Driven Experiences

Unify Customer Data & Elevate Digital Engagement

In today’s digital-first world, customers expect seamless, personalized, and data-driven experiences across every touchpoint. However, many organizations struggle with disconnected customer data, fragmented interactions, and siloed engagement channels—leading to missed opportunities and lower customer satisfaction. At Infused Innovations, we help businesses modernize their customer experience (CX) strategy and implement Customer 360 solutions to create a single, unified view of the customer.

Assess. Advise. Accelerate.

Through our Assess, Advise, Accelerate framework, we integrate data, optimize engagement workflows, and implement AI-driven insights that enhance personalization, improve retention, and drive revenue growth.
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Learn more about our framework and process
Learn more about our framework and process

Assess

Evaluating Customer Data & Experience Gaps  

The first step to modernizing CX & Customer 360 is understanding how customer interactions, data, and technology align. We assess:

Current CX Maturity & Customer Journey Mapping – Identifying gaps in engagement, personalization, and satisfaction.
Current CX Maturity & Customer Journey Mapping – Identifying gaps in engagement, personalization, and satisfaction.
Customer Data Integration & Single View Readiness – Analyzing CRM, marketing automation, and analytics tools for unification potential.
Customer Data Integration & Single View Readiness – Analyzing CRM, marketing automation, and analytics tools for unification potential.
Omnichannel Experience Evaluation – Reviewing engagement consistency across web, mobile, email, social, and physical touchpoints.
Omnichannel Experience Evaluation – Reviewing engagement consistency across web, mobile, email, social, and physical touchpoints.
AI & Automation Readiness – Identifying opportunities to leverage AI-driven insights for predictive engagement.
AI & Automation Readiness – Identifying opportunities to leverage AI-driven insights for predictive engagement.

Advise

Designing a Unified Customer 360 Strategy

Once CX gaps are identified, we develop a modernized Customer Experience & Customer 360 strategy, including:

Customer Data Platform (CDP) & CRM Optimization – Unifying customer data from multiple sources for a 360-degree view of engagement.
Customer Data Platform (CDP) & CRM Optimization – Unifying customer data from multiple sources for a 360-degree view of engagement.
Omnichannel Personalization Strategy – Enabling AI-driven insights for predictive customer behavior and hyper-personalized interactions.
Omnichannel Personalization Strategy – Enabling AI-driven insights for predictive customer behavior and hyper-personalized interactions.
Automation & AI-Enhanced Customer Engagement – Streamlining workflows to deliver the right message at the right time.
Automation & AI-Enhanced Customer Engagement – Streamlining workflows to deliver the right message at the right time.
Data Privacy & Compliance Governance – Ensuring secure, ethical, and compliant data handling in line with regulations like GDPR, CCPA, and HIPAA.
Data Privacy & Compliance Governance – Ensuring secure, ethical, and compliant data handling in line with regulations like GDPR, CCPA, and HIPAA.

Accelerate

Implementing & Scaling Modern Customer Experiences

Execution is where Customer Experience & Customer 360 solutions drive real business transformation. Our implementation services include:

Deploying AI-powered customer analytics platforms to generate real-time insights.
Deploying AI-powered customer analytics platforms to generate real-time insights.
Integrating Customer 360 solutions across CRM, marketing automation, and service platforms.
Integrating Customer 360 solutions across CRM, marketing automation, and service platforms.
Enhancing omnichannel engagement with automated messaging, dynamic content, and chatbot solutions.
Enhancing omnichannel engagement with automated messaging, dynamic content, and chatbot solutions.
Optimizing workflows with AI-driven automation to improve efficiency and reduce customer friction.
Optimizing workflows with AI-driven automation to improve efficiency and reduce customer friction.

Customer Experience Resources

Moonshot Ideation Workshop
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Moonshot Ideation Workshop

A moonshot refers to a project or an initiative that aims to solve a problem or create revolutionary technology. Moonshots are often high-risk, high-reward, endeavors that require a commitment of resources and a willingness to take calculated risks.  

Art of Possible Workshop
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Art of Possible Workshop

Arming you with the mindset, methodology, tools, and resources to successfully and securely scale your organization's mission. 

Client Impact Stories

C-Suite Guidance at $140M Medical Devices Company Zero trust security and technology roadmap support for CISO and CTO results in secure growth.
Featured Impact Story

C-Suite Guidance at $140M Medical Devices Company

Zero trust security and technology roadmap support for CISO and CTO results in secure growth.

Driving Secure Integration for Nationwide Auto Dealership Expansion
Impact Story

Driving Secure Integration for Nationwide Auto Dealership Expansion

A robust acquisition and integration strategy required strategic support to ensure data security, productivity, and compliance.
Real-Time Breach Detection for Enhanced Healthcare Security
Impact Story

Real-Time Breach Detection for Enhanced Healthcare Security

Healthcare organization with controlled data benefited from our managed security services to notify on breach telemetry in real-time.
Modernizing Health Predictions for Better Outcomes
Impact Story

Modernizing Health Predictions for Better Outcomes

We helped a Health Company use modern proteomics, data, and the cloud to better predict health events and improve health outcomes.

Our Leaders & Experts

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Jeff Wilhelm
Founder & CEO
ii-Jeff
Jeff Wilhelm
Founder & CEO
ii-Jeff
Jeff Wilhelm
Founder & CEO
ii-Jeff
Jeff Wilhelm
Founder & CEO

Customer Experience Impact Stories

FICO: Saving Over $13M Annually with Expert Technical Advisory

FICO: Saving Over $13M Annually with Expert Technical Advisory

AFTD: Empowering a Critical Mission with Fully Managed IT Services

AFTD: Empowering a Critical Mission with Fully Managed IT Services

Vrable Healthcare: A Two-Decade Partnership Driving Growth and Patient Care

Vrable Healthcare: A Two-Decade Partnership Driving Growth and Patient Care

Latest Customer Experience Insights

Beyond the Hype: A Problem-First Approach to Unlocking AI’s True Value

Beyond the Hype: A Problem-First Approach to Unlocking AI’s True Value

February 13, 2025 2 min read
Embracing the Future: The Emergence of the Chief AI Officer

Embracing the Future: The Emergence of the Chief AI Officer

November 3, 2024 3 min read
Unlocking the Full Potential of Copilot for Microsoft 365: Why Holistic Adoption is Key

Unlocking the Full Potential of Copilot for Microsoft 365: Why Holistic Adoption is Key

July 23, 2024 3 min read

Ready to Talk?

We deliver customer experience solutions with impact. Discover how we can make it happen for your business.