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.