How can you🌟improve the #CustomerExperience without relying on a lucky campaign?

🚩The problem is that most companies are focused on campaigns. Several hundred of them are running at any given time. Customers are segmented, and campaigns are pushed to them to achieve the campaign goal, whether that's retention, customer acquisition, awareness, customer expansion, or something else.

The marketing campaigns do not solve the customer's problems, so they cannot improve customer experience.

Companies may get lucky, and one in thousands of campaigns become relevant to small groups of customers and make them happy. But that's by chance, as you may someday win a lottery.

Delighting customers by design at scale requires a different approach.

💣You cannot rely on luck and chance for a campaign's success. Even if one campaign wins, it cannot be replicated over and over.

So what's the alternative?

Look at the customers from the “decision” viewpoint at real-time:
* Understand their behavior and intent across channels
* Determine their eligibility based on what they are trying to achieve
* Identify the next best action based on their stage
* Deliver the action across channels to ensure consistency

So what are the challenges to do 👆 above?

* Team alignments between Digital, Marketing, and Data and Analytics teams
* Clear understanding of what is needed: Data, actions, automation, contents
* Precise picture and blueprint on what the organization needs to achieve based on outcomes

✨By creating “unified decision models” that involve multiple techniques such as #PredictiveAnalytics, #BusinessRules, #MachineLearning and #Orchestration. The decision models are concise, simple, and understandable by all stakeholders. #compositeai #decisionintelligence

🚀Run the decision models in real-time across channels based on customers' priorities and intent, derived from their individual needs. This way, the customer's experience becomes all about them on every channel and touchpoint every time they engage with your brand. It means more loyalty and a delightful experience for them.

#CMO #CDO #CDAO #CCO #CX #CIO

Posted here.

Published October 7th, 2024 at 07:30 am