PROJECT OVERVIEW
PROJECT OVERVIEW
Objectives
Not being able to use inbound channels effectively as a key engine for personalised offers is impacting customer loyalty and potential sales volumes. Need to interact with our customers at the time & place they choose to interact with us especially across online channels.
Multiple recommendation engines are not aligned across channels and driving conflicting messages to our customers and poor customer experience.
Sales and service channels are not integrated in real-time in addition to an overly complex campaign environment is driving duplication of effort and inefficiencies in all operational departments.
Most offers need to be fulfilled manually and therefore increasing AHT in frontline channels. Further impacting customer experience and brand loyalty.
An Australian Large Telecommunications Company wanted to develop a Next Best Action model across all customer types and channels in order to improve churn, grow market share and transform the customer experience via insight led decisioning. Customers increasingly expected the client to behave as a virtualised human being, therefore, the client knew they must continue to be customer-centric by engaging in contextual, dynamic and personalised dialogue.