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Is Digital 360 worth the hype?


Lawrence Coppin
Published: June 29, 2021


The short answer is “absolutely.”

Digital 360 has recently become the new industry standard for communicating with customers on the level they have come to expect. It allows businesses to connect with their audiences on the platforms they prefer, and the way they want. When companies have the capabilities of understanding each individual consumer, they are able to better suit everyone’s specific needs and desires.

This is especially important for Virtusa, a global Salesforce implementation company with a team of 25,000 employees across industries like Healthcare & Life-Sciences, Banking & Financial Services, Insurance, Communications, Media and Technology.

For Virtusa, whose client base includes 8 out of the 10 top healthcare payers, Digital 360 is key to helping enterprises consistently deliver the high quality of service both they and their customers expect.

Digital 360 provides the framework for organizations to provide a personalized customer experience, rather than blanket marketing campaigns

Lawrence Coppin, director of Salesforce at Virtusa

It’s the perfect tool for companies that are deeply dedicated to learning about each customer and their unique needs. “Our clients are constantly striving to know their customers better at every touchpoint,” Coppin added.

This understanding is fundamental to driving customer loyalty — a key factor for success in a world where customers have more power than ever before.

For Virtusa, helping clients maximize the benefits of Digital 360 is simple. That’s because the cloud-based, user-friendly platform is easy for companies of all sizes to learn and scale.

  • Additionally, the Digital 360 engine is constantly evolving its models using the help of AI, which continues to provide deeper personalization capabilities across each customer journey.
  • Digital transactions have skyrocketed over the past year, and the companies that adapted accordingly ended up excelling tremendously. You’ve probably noticed some of these changes, such as retail stores offering curbside pickup, food delivery apps offering no-contact delivery, or even being able to view your barber’s calendar to schedule a time for him to come to you.
  • Plus, these businesses have a plethora of payment options, all of which have your details on file. These seemingly subtle changes have made an enormous impact.
  • Digital 360 keeps your company competitive, accessible, and desirable. It means you can begin to market, sell, and engage your audience anytime, anywhere.
  • Another benefit of Digital 360 is that it enables innovation, agility, and adaptability. The ability to stay nimble is especially important now and in the coming future because it helps companies adapt to changing customer demands that will likely look different than they did before the COVID-19 pandemic.

Digital 360 provides an array of out-of-the-box, point-and-click tools that allow customers to quickly build and configure flexible and scalable apps. These Apps can be built upon and adapted to reflect the ever-changing needs of the customer

Lawrence Coppin, director of Salesforce at Virtusa

Such personalization is powered by data. “By building this 360-degree view of the customer, Digital 360 empowers agents with tools such as the marketing cloud to recommend products and services to the right customer at the right time,” Coppin said.

Data also ensures that companies have complete insight into their customers’ needs and behaviors, which can then be used to strengthen marketing, bolster sales, and reinforce customer loyalty.

Whether it’s helping a customer service agent spot an upsell opportunity, or helping complete a customer’s unfinished shopping journey, data is at the heart of Digital 360.

Together, all of these capabilities are what help companies who use Digital 360 not only survive — but thrive — during uncertain times.

“These factors combined enable customers to futureproof themselves against the changes both big and small, which will undoubtedly become more clear to us as the pandemic cloud lifts over the coming years and months.”

Digital 360 is so valuable to businesses because it combines industry-leading marketing, commerce, and experience clouds to help create seamless online interactions. It also has three exceptionally important aspects responsible for the success of its users:

  • It’s driven by data

By integrating your commerce systems, marketing technology, service portals, and social media together on a cloud-based platform, you can effectively create a more educated strategy.

  • It’s obsessed with customers

After compiling and organizing all of your data, you’ll be able to create personalized experiences for everyone, essentially giving you the power to please every customer.

  • It’s future-proof

Instead of a standard software update, Digital 360 is designed as an evolving technology in itself. In other words, everyone and everything else adapts to Digital 360, as it’s become the industry standard of making companies - and technologies - absolutely agile.


As you can see, Digital 360 offers customizable tools to streamline every aspect of your business.

Lawrence Coppin

Lawrence Coppin

Director of Salesforce at Virtusa

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