Customer 360 Architecture
Challenge
The organization wanted to identify friction points in the digital journey that resulted in customers abandoning web sessions​.
They needed to identify ways to sell more products to existing customers to retain business​.
They had data but lacked a complete Customer 360 solution with true analytical insights​.
Solution
We built a Customer Data Lake to serve as a self-service platform for data science and business users which allowed users to:
• Ingest, stitch and enrich data
• Link master data and interactions
• Understand key words
• Identify friction points in the journey​
Results
Deeper insight into customer digital and in-person interactions to improve experience & retention.
Customer buying patterns served to drive intelligent actions.
Key opportunities to sell more products became clear, to retain business and grow loyalty.
Ability to see a true 360 on each customer with actionable and true analytical insights.