technology
Improving omni-channel customer targeting programs and proactively reducing account churn through enhanced digital campaign personalization, proactive social care triage and management, and expanded inside sales programs
objective
Create a more integrated CXM capability across channels to increase cross-sales and reduce customer churn
actions
outcomes
Analyzed customer conversations, stated preferences and behavior through AI analytics platform tied to CDP
Conducted design-thinking workshop to value and prioritize top opportunities and created a practical implementation roadmap and execution plan
Addressed several experiential gaps that could greatly increase customer satisfaction and reduce churn through the addition of a real-time digital care triage process
Pilot program demonstrated significant improvements in CSat and propensity to renew contracts redcing churn by 8% for the initial pilot program
Scaled agent customer inside6-sales 6 program which increased retention rates by more than 5% and cross-sales revenue improvement 2%