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Endeca Unifies Shopping Channels To Deliver Actionable Customer Insight

Concept:
Endeca InFront is a customer experience management (CXM) platform designed to power adaptive digital experiences for customers through multiple channels. InFront connects to backend technologies and data sources to deliver enhanced customer experiences, with tools for business users to scale relevant content and merchandising across unpredictable customer paths. Retailers can create and manage experiences without engaging IT, and deliver content without having to predict customer paths or set up scenarios.

Released in July 2011, new capabilities within the Endeca Infront product line are designed to give businesses unified control over Internet, mobile and social experiences. The new release also is expected to provide fast insights into all customer touch points by leveraging Endeca’s Business Intelligence product, Latitude. With updates to the core MDEX Engine Technology, InFront allows consumers to control their own path across channels.

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Team:
Steve Papa and Pete Bell founded Endeca in 1999, with the goal of creating a new approach to Internet search. Contrary to traditional search engines that simply ask users to enter keywords and then present a long list of results, Endeca was developed to focus on “Guided Navigation,” designed to help users narrow down what they are looking for with a few extra clicks. For example, shoppers may be asked to identify gender, size and apparel type while searching for clothing. Endeca currently has 400 employees in its Cambridge, MA headquarters, and 12 other offices worldwide.

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Market Relevance:
The web has become a critical forum of influence in decision-making and for customer relationship building. The different types of devices currently available at consumers’ disposal — and the variety of interactions they expect — have become vital to retail success.

The Endeca InFront customer experience management platform is designed to give customers control of their experience and feel confident in their decisions, without forcing retailers to predict what will resonate with every unique customer. The InFront platform also is designed to provide customers with flexibility to engage through every touch point, navigate by their unique preferences and only see content relevant to them.
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Delivery:
The InFront platform is installed software hosted by a retailer or a hosting partner. InFront features Page Builder, designed to provide business users with prebuilt components to create and influence personalized customer experiences across touch points. Page Builder was developed to contain flexibility and scale to deliver always-relevant content and merchandising for every customer, regardless of context or channel. The solution also aims to deliver balanced merchandising strategies like automating merchandising based on global business rules, or manually placing promotions for higher-value opportunities.

Proof Points:
Using all underlying product data and related content, InFront is designed to allow retailers to influence customer behavior. With integrated analytics and agile tools, InFront is designed to give business teams fast and actionable insight into all customer touch points. Of the top 100 online retailers, nearly half use Endeca’s technology to make products more “findable,” including Walmart.com, Target.com, and The Home Depot.

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