Experience Analytics Customer Satisfaction

Retail ‱ Artificial Intelligence ‱ Digital Experience

Challenge

The customer needed a deeper understanding of their customers’ buying behaviours.

Their goals were to maximize customer satisfaction, anticipate their needs and bring customer dissatisfaction down to zero.

Solution

Implement an experience analytics tool to understand true customer experience and struggles in the company’s online channels.

Use AI to get data insights to understand their customers preferences.

Analyze data from customer sessions to match different issues that arise.

Take advantage of the data extraction feature so that they have all the data required to populate dashboards, and in turn make data-driven decisions.

Results

Maximized customer satisfaction with better behaviour analysis.

Increased conversion rates dramatically.

Used the new data extraction feature to enable product owners make strategic decisions based on the tool’s insights.