Market Perspectives

The 15th annual Ventana Research Digital Leadership Awards recognize organizations and individuals that utilize technology to advance business and IT. The Awards showcase professional leadership and their use of business applications or technology that led to improved organizational efficiency, productivity and performance. These leaders and pioneers have contributed to their organization’s success and championed improvements across people, processes, information and technology.

Ventana Research has awarded Chad Steighner at Clarios its prestigious 2022 Digital Leadership Award in Customer Experience for using PhaseZero to elevate the customer experience. This award recognizes the individual, organization and technologies that best exemplify leadership in applications that support engagement with customers. All award finalists in the Customer Experience expertise area were considered for this prestigious award.

Providing a satisfactory customer experience continues to be a top priority, but increasingly cannot be realized with outdated customer relationship management platforms and existing processes and technology. Current tools used to manage marketing, sales and customer service activities are focused on internal efficiencies and do not deliver the experience expected by customers along their entire journey of engagement with an organization. New digital technologies are changing how customer agents are managed and how they execute their tasks, enabling simpler yet more effective interactions with contact centers and placing more intelligence in customer experience processes. These new technologies make it possible to more effectively understand the complete voice of the customer, renovate digital commerce systems and enable a more effective digital subscription model.

Ventana Research selected Clarios for the 15th Annual Digital Leadership Award in Customer Experience for its commitment to advancing digital commerce and engagement with its customers. Clarios creates the most advanced battery technologies for virtually every type of vehicle. As a global leader in energy storage solutions, Clarios powers 1 in 3 of the world's vehicles. Its goal in this initiative was to minimize risk for cybersecurity, data privacy and regulatory compliance by moving from legacy websites to a secure and compliant global infrastructure. The company wanted to ensure the ability to respond quickly to market changes, competition and customer needs; improve speed to market; and gain insight to supply chain challenges. Additionally, Clarios wanted to achieve economies of scale while reducing legacy systems.

Clarios selected PhaseZero to elevate the customer experience. PhaseZero.ai is a cloud-based business-to-business and business-to-consumer digital commerce provider offering multi-cloud, multi-instance, multi-tenant and open standards-based microservices technology platforms. PhaseZero provides a single platform to enable unified customer experiences across the various regions while leveraging a global knowledge base containing product catalogs from multiple lines of business and industries. Customers can search, find, identify and order parts from multiple businesses via one global site. Using a single platform versus point solutions, Clarios can better manage compliance, cybersecurity and data privacy across all global markets.

Clarios and Chad Steighner were selected for this award for elevating customer experiences as a global strategy with regional adaptations. The process began by identifying best practices from each of Clarios' four regions and migrating to a single digital infrastructure. Using PhaseZero's turnkey solution for shared services and cloud operations, Clarios has lowered its total cost of operations and upgraded technology currency with continuous innovation while lowering its technology and security risk globally. PhaseZero enables organizations to gain maximum return from digital commerce and customer engagement.

Elevating customer experiences requires going beyond transformation and working towards innovation. Organizations looking to increase the value of business and technology investments across people and processes should consider how customer experience can optimize its digital potential. If you have not examined how PhaseZero can help your organization, it is well worth your time. Congratulations, Chad Steighner at Clarios, for your leadership.

Ventana Research offers research-based guidance to help organizations adapt to the new generation of customer experience processes and systems and achieve the highest possible levels of satisfaction. Change is required to maintain competitiveness and to enable business resilience and customer readiness to achieve the outcomes your organization deserves.