Improving Customer Experience

Objective

 

A leading Telco wanted to use their valuable data but it was in siloes. It was difficult to achieve advanced analytics ambitions without joined up data.  For example no streamlined omni-channel experience, offers and propositions were generic and no personalization to individual customer needs.

Goal was to use AI to improve personalization of customer experience for site and mobile and improve repeat visits & conversion while reducing cost.

Solution

Developed 30+ use cases

Website personalization to present richer personalized site when a prospect returns to the site.

Discover behavioral patterns for purchase intent. Personalized retargeting for high intent customers who did not purchase.

Automatically suppress converters from further remarketing.

Impact

10% increase in repeat visitor traffic

280% increase in purchase conversion rate

67% reduction in cost per acquisition

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