How data revolutions and empowers Amplifon customer experience and innovation

Today, customers want more than just products - they want experiences. Amplifon, global leader in the hearing care retail market, empowers people to rediscover all the emotions of sound. By operating through a worldwide network in five continents, we are able to serve millions of clients. With an unprecedented selection in the number of brands available for products and services, customers have plenty of choice in what makes their overall experience positive, rather than seeing value in just your product. Because of this, only customer-oriented companies can deliver long-lasting growth and outsmart competition, which is embedded in the core business activities of Amplifon. We are a customer devoted company and our mission is to fulfill customers’ needs through creating value to our stakeholders.

Empower Listening

There is a moment in which every company that wants to shift from good to great needs to deeply analyze its market and its customers, in a humble way with a curious and zero-bias approach.

It’s the moment in which you realize that the market is swiftly changing around data, in view to the following: 

 Customers are nowadays buying experiences, no more only products and brands. Tailoring this experience is data-dependent and requires an understanding of what drives preference and satisfaction so we can create and design personalized propositions, touchpoints and contents.

 Technology is a game changer, software is pervading the world and products are no more alone, successful ones comes with a software enhancing experience and collecting data at every touchpoint. After all, data is what turns the world around and what differentiates companies from their competition. Ultimately, that data will shape the design of the customer experience.

 Retail is listening to customers; retail outlets have an important role in collecting information to understand consumers and create effective services so how we collect data here should be carefully considered.

Setting the bar, starting the revolution

Knowing our strengths and the opportunities offered by data, we set our overall objective: to reshape the hearing care industry through a truly customer-centric strategy. To do this, we focused on leveraging our unique assets - data, brand and customer - and most importantly, our compelling innovation program, with new products and services, in order to open new opportunities and generate even more value.

Data-driven CX, in the Amplifon way

According to a recent Forbes study, CX is defined as “rich interchanges between customers and the organizations with which they choose to do business. It requires a combination of individualized insights, connected interactions and an agile approach to design services and meet customers in every channel they are choosing.”

At Amplifon, our focus has always been to put customers’ needs at the top of our priorities, which is why we’ve developed our products and services to cater better for them. By utilizing insights from masses of data, we’re tailoring not only our products but also the service our customers receive when they interact with us.

An understanding of our customers’ needs, tasks, and expectations comes from analyzing their behaviors. At Amplifon, we take advantage of big data, with an advanced analytics approach to take the most from all the transactional and behavioral data our customers share with us.

Our aim is to use this data to provide our customers with a fully tailored experience in all our touchpoints: the call center, the store, the website and now our app and the digital ecosystem.

Thanks to data, we are able to tailor the type of consultation that customers receive in store, the service received in the call center, the product proposed, the tuning of the products, the ideal slot in the store agenda and much more.

We offer real data-driven CX, with a direct impact on customer satisfaction that continues to grow. Big data is not only about big systems, it’s also about the big talents, the brilliant talent we possess: the talents of our data scientists and those who work in our stores and use the aggregated data to gather more information on customers to bring a more intimate and human approach.

Data-driven innovation

Innovation has boosted our performance by generating insights to enhance the Amplifon product experience through a perfect blend of three elements:

- The best breed of hearing devices on the market, branded Amplifon

- The Amplifon app, which directly connects to the hearing device and optimizes hearing by tuning the device according to the setting, such as listening to music, the TV, phone calls. Furthermore including the exclusive Amplifon Companion, a virtual counsellor helping customers to take the most from their hearing device, aided by AI. The app also allows customers to book appointments in the store to connect with their hearing specialist.

- The Amplifon Ecosystem, a platform envisioned to be in the near future available to the audiologists to connect with customers, provide various services such as remote consultancies, remotely tuning the hearing device: true e-health in action. All powered by AI and generating data to personalize the customer experience and helping people rediscover all the emotions of sounds.

 All these three elements gather data that get to know our customers at a deeper level and provides them with personalized experience aimed at increasing their well-being and satisfaction. Just imagine how satisfying it is to have a CX that advises you on how and when to use the hearing device according to your previous usage patterns and interactions. Customers taking benefit from this personalized CX increased their usage of the app and hearing devices significantly.

Data makes experiences more human

Every company today could be considered a software company and with that perspective, the Amplifon app and ecosystem are becoming our main R&D factory, making us rethink the way we operate. All the data we collect is processed and given back to people in the stores, to bring a better, more personalized service to our customers with the added human element to the equation.

Above and beyond

On our route from good to great, we’ve aimed to personalize and differentiate every touch-point. The only way this has been possible has been through striving to do things differently, and better - every day. If we only made slight incremental changes, we would soon become irrelevant in a world led by those who are able to leverage data, software and connected retail. We are revolutionizing the hearing care retail industry by creating novel customer solutions and bespoke experiences to make our customers rediscover all the emotions of sound and make Amplifon go above and beyond.

Why marketers should choose Amplifon

Marketers have a big responsibility to meet customer demands, which are now higher and more diverse than they were just a few years ago.

Amplifon is a company that is growing and investing a lot in marketing , technology, innovation and talents well above other competitor and other industries values.

Amplifon is unique as we are offering to Marketers a holistic playground made of media buying, pricing, digital, CRM, data science, call centers, advertising and branding, so a fantastic way to continuously improve and give a strong personal impact.

And Amplifon is investing in data, more data means more knowledge, and with that knowledge, we can constantly work on improving interactions to understand and serve our customers better. We have an incredible opportunity to elevate our CX and make a fast and lasting impact on millions of consumers, allowing them to rediscover all the emotions of sound.

Now is a really exciting time to join Amplifon!