Preparing a UK tech pioneer for US domination
Challenge: Eckoh is a global leader in secure customer engagement. Its software safeguards consumer data – especially payments and financial information – in interactions with contact centres. A fast-growth AIM-listed business, Eckoh asked Delphi for a landmark campaign that would give it profile and drive sales conversations in its key growth market – the US.
Solutions: Our Town Square process identified the pressing issue most on the minds of potential business customers in the US – the challenge of protecting customer data in an era when the vast majority of contact centre agents are now WFH. That potentially exposed customers’ information in domestic settings where anyone could be listening in. Our campaign, called “Hitting Home”, combined unique insight into consumer worries about their data safety, with a focus group of contact centre agents from the US. That gave us a rounded picture of what consumers thought about speaking to agents at home, as well as understanding how agents really behaved.
Outcome: The hero content of this integrated campaign is an insight paper which has been downloaded hundreds of times in the last three months. This content is surrounded by industry-specific content across seven verticals all forming part of a long-term campaign push. And following an oversubscribed webinar, more have been scheduled for next year.
