Digital Engagement & Experience Technology Consulting

1. Advanced Analytics & AI/ML for CX: Unlocking Predictive Power 

Moving beyond historical reporting, our Advanced Analytics & AI/ML for CX services empower you with foresight. We help you implement sophisticated analytical models and machine learning capabilities to gain a deeper understanding of your customers. 

• Predictive Ordering & Churn Prediction: Leverage AI to anticipate what customers will buy next or identify those at risk of churn. This enables proactive engagement, helping you retain valuable customers and optimize inventory. A high-volume petrochemical manufacturer, for instance, explored proactive and predictive ordering capabilities to better serve customers and optimize inventory. They also sought methods to track customer churn to proactively address potential issues.
• Sentiment Analysis & Customer Insights: Go beyond survey scores to understand the emotional context of customer feedback. We help you analyze unstructured data from various channels to gauge customer sentiment, pinpoint areas of dissatisfaction, and uncover nuanced insights that drive strategic improvements in your CX.

2. Reporting & Dashboarding: Clarity from Complexity 

Meaningful data is only effective if it’s accessible and understandable. Our Reporting & Dashboarding services transform complex datasets into clear, actionable visualizations for stakeholders at all levels. 

• Defining Key Performance Indicators (KPIs): We work collaboratively to identify the most critical metrics for your business, ensuring your reporting focuses on what truly matters for digital commerce performance and customer satisfaction. This includes internal customer satisfaction metrics and tracking of value enhancement.

• Actionable Insights & Data Visualization: Our experts design intuitive dashboards that provide real-time visibility into your operations and customer journeys. This allows you to monitor performance, identify trends, and make informed decisions quickly. For a major farm store retailer, we helped unify order and customer data, which led to faster issue resolution and personalized customer support interactions by providing a clearer view of key metrics.

3. Conversion Rate Optimization (CRO): Maximizing Your Digital Performance 

Small improvements in conversion rates can lead to significant revenue gains. Our Conversion Rate Optimization (CRO) services are designed to maximize the effectiveness of your digital touchpoints. 

• A/B Testing & Experimentation Strategy: We help you implement a systematic approach to testing different elements of your website and digital experiences. This includes everything from layout changes and call-to-action buttons to pricing displays and promotional offers, providing data-backed insights on what truly drives customer action. 
• Website & Digital Experience Optimization: Based on continuous testing and analysis, we provide recommendations and guidance for optimizing your website and other digital platforms. The goal is to reduce friction points, enhance user experience, and guide customers more effectively towards conversion goals, whether that’s a purchase, a lead form submission, or a key interaction.