The Rythmos Blog

ReactorCX a Real-Time Loyalty Platform is Ready to Roll

Posted by Rythmos on Mar 1, 2019 5:31:00 PM

Teams at Loyalty Methods and Rythmos have been working on ReactorCX, a real-time, cloud-based, multi-channel customer engagement and loyalty platform. Built on a scalable big data technology stack, it leverages an adaptive integration layer to enable quick and easy multi-channel solutions that integrate well within any infrastructure.

The new platform has been in the works for the past few years and has seen an increase in development with the addition of many new features including onboard analytics and upgrades to its discounting engine.

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ReactorCX utilizes the Amazon Web Services (AWS) infrastructure to provide scalability and room for a company's loyalty program to grow. In the past, the implementation of an enterprise application required business owners and technical teams to provide an educated guess to the future growth of their loyalty programs would be. The forecast would then be used to build out a hardware infrastructure that would support that future growth. With ReactorCX there is no limit to how big a program can grow.

Real-Time Loyalty Transaction Processing

The concept of processing transactions in real time has been a desired feature by marketing managers for many years. ReactorCX provides real-time, or near-real-time transaction processing.

Previous technological limitations such as bandwidth or compute power made real-time processing cost prohibitive,  so batch processing was a standard option. A typical batch process would compile all loyalty transactions to a file, where a nightly job would then process through a loyalty engine. A customer would have to wait until the next day to realize their new point balance.

The ability to award points to customers immediately after a loyalty transaction occurs provides a better customer experience and gives marketers a tool to create new ways to incentivize their customers.

REACTORCX_smallClick to Learn more about ReactorCX

Functional Modules and Components

ReactorCX includes several modules and components for companies to deliver critical types of functionality that are prevalent in today's CX solutions.

LOYALTY ENGINE

ReactorCX features a fully configurable, real-time loyalty rules engine, which allows end users to access a wide range of loyalty promotion rules using a simple point-and-click interface. Some features include the following:

  • Real-time, blazing fast earn/burn at Big Data scale.

  • Drive Rewards from all Purchase/Non-Purchase Activity.

  • Track Multiple Virtual Currencies (Point Types).

  • Configurable Automatic Point and Tier Expiration Rules.

  • Automatic Return Policy Management.

  • Automated Preference or Decide-on-Approach Reward. Conversion.

  • Tracking Multiple Tier Structures.

  • Non-Member Tracking and Conversion.

  • Flexible, Visual Rule Designer (no coding required).

  • Flexible Ticket and Item-based earn/burn rules, based on multiple criteria.

    Click to Learn more about ReactorCX

REAL-TIME OFFERS AND REWARDS ENGINE

Another feature included with ReactorCX is a fully configurable reward and offer engine. The engine manages all types of rewards and offers for members and non-members alike.

  • Support for Single-Use and Multi-Use Rewards.

  • Supports Member and Non-Member Rewards (e.g., incentives to join).

  • Configurable Expiration Rules.

  • Flexible Eligibility and Discount rules, based on multiple criteria.

  • Personalized 1:1 Rewards (via Integration to Personalization Engine).

  • Program-earned Rewards (via Integration to Loyalty Engine).

  • Detailed Reward Usage Tracking.


REAL-TIME PERSONALIZATION ENGINE

ReactorCX features robust personalization capabilities, which are geared to allow several key features:

  • Integrate segments and associate them with specific targeted Loyalty promotions and 1:1 targeted rewards/offers.

  • Export data from ReactorCX to third-party packages such as R, SAS, etc. for analysis and advanced modeling/segmentation.

  • Integrate personalization attributes to communication platforms such as Exact Target, Responsys, and others.

  • Integrate personalization attributes to powerful Machine Learning algorithms for real-time offers, next-best-action recommendation engines, for example.

PREFERENCE AND CLIENTELING CENTER

ReactorCX features a flexible set of preferences which track Members and non-Members alike. We recognize that personalization is impossible without understanding how people want to be recognized, rewarded and communicated to.

  • Extensible preference model.

  • Historical audit-trail for changes.

  • Compliance Management.

  • Ability to load inferred preferences.

  • Clear separation of user-specified vs. inferred preferences.

  • Location-based preferences.

  • Time-based preferences.

  • Product-based preferences.

  • Loyalty Rewards-based preferences.

  • Preferences to support clienteling.

ANALYTICS DASHBOARDS

While ReactorCX is designed to be able to fit in with an existing business intelligence setup, it also has a set of built-in Dashboards to allow tracking program success metrics in near-real time.

  • Enrollment channel metrics.

  • Membership growth metrics.

  • Non-member Conversion metrics.

  • Tier migration metrics.

  • Segment metrics.

  • Earn/Burn breakout by common dimensions such as Location, Product, Currency, Member Attributes, Tier, and others.

  • Consumption of Non-Member vs. Member metrics.

  • Reward utilization metrics.

  • Promotion participation and effectiveness metrics.

  • Preference management metrics.

    Click to Learn more about ReactorCX

Integration Features.

ReactorCX is built as an API-first application, with well-defined RESTful APIs that reach deep into the functionality of the platform. Unlike many COTS applications, ReactorCX has made it a priority that whatever consumer or employee-facing tools ReactorCX provides, are built on (and only on) the exact same APIs that are available to customers.

REST APIs

ReactorCX features a comprehensive set of REST-ful APIs which can be leveraged to integrate the platform into your existing enterprise applications. Some examples of such integrations:

  • Build or integrate existing mobile applications.

  • Build or integrate existing web portals (self-service, profile integration, etc.).

  • Integrate Point-of-Purchase systems (POS, e-Commerce, Reservations/Booking, etc.).

Event APIs

In addition to request/response APIs, ReactorCX publishes enterprise-grade events that can be used to implement many near real-time features such as:

  • E-mail communications about the program.

  • Custom analytics solutions.

  • Custom audit-trail solutions.

  • Integration into financial systems for accounting.

Summary

ReactorCX is the latest technology innovation from Loyalty Methods and Rythmos. Having spent more than 12 years in the customer experience space providing solutions to Starbucks and Southwest Airlines, ReactorCX hopes to improve the capabilities of marketing teams for engaging and learning more about their customers.

You can read more about ReactorCX and Loyalty Methods by visiting www.ReactorCX.com and www.LoyaltyMethods.com.

Topics: Customer Loyalty, CX, Loyalty Reward Engine, Customer Engagement