CX and behaviors are described mostly in hindsight, not in real time, and not at an individual or microsegment level. Predictive propensity models and prescriptive clustering is at a high level and does not provide sufficient insights to individualize next-generation customer care and hyper-personalized engagement programs with contextualized real-time next-best-action recommendations
Goals and Objectives
Realize value from singular comprehensive source of customer insight for omni-channel customer engagement strategy — customer care and hyper-personalized engagement. Ingest, manage, and analyze enterprise, partner, third-party, and social customer data to publish insights to all customer-facing processes to serve and thrill customers at every touch point
Cloud platforms for data management and analytics, customer data networks, machine learning, natural language processing, personality, behavioral, conversational tone analytics, social network analytics, predictive and next-best-action analytics, multicloud management, and5G connectivity
Use Case Summary
Descriptive, predictive, and prescriptive customer insight is the bedrock for achieving financial, marketing, and merchandising goals of rich, relevant, and rewarding experiential retail.