CX and behaviors are described mostly in hindsight, not in real-time, and not a individual or micro-segment level. Predictive propensity models and prescriptive clustering is high-level, not providing 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, 3rd party, and social customer data to publish insights to all customer-facing processes to serve and thrill customers at every touchpoint.
Cloud platforms for data management and analytics, customer data networks, machine learning, natural language processing, personality, behavioral, and conversational tone analytics, social network analytics, predictive and next best action analytics.
Use Case Summary
Descriptive, predictive, and precscriptive customer insight is bedrock for achieving financial, marketing, and merchandising goals of rich, relevant, rewarding experiential retail.