Personalisation
and Customer Experience
Get closer to the audience of one
Personalised experiences based on your unique customer data can create loyalty and a sustainable competitive advantage – and they are nearly impossible for your competitors to replicate.
With advanced analytics, you can build deeper and more meaningful relationships by understanding the needs of individual consumers.
What does this look like in practice? Not only will your messaging, products and services be attuned to each person but you’ll proactively help your customers achieve better outcomes. It’s nothing less than consumers expect – curated solutions that speak to them as individuals.
Bringing together advanced analytics, technology and customer experience design to create personalised solutions is the way of the future.
How do you make it happen? Successful data-driven personalisation relies on:
- A clear understanding of what you’re trying to achieve for you and your customers
- A catalogue of meaningful solutions that give value to your customers
- A robust framework for measuring progress that allows for experimentation
- An ability to recognise relevant data that supports your objective
- Machine learning algorithms that continually work to improve your personalisation outcomes.
How we help our clients succeed
Achieving a data-driven, more human experience that best fits your organisation requires a solid strategy, effective algorithms, rigorous testing and outcome measurement. We have deep experience with delivering advanced personalisation programs.
We create algorithms with your big picture firmly in mind
It’s more than building highly predictive models
Decisions are often multilayered, so algorithms must make them based on the probability of many possible outcomes.
Customer experience design
An interaction with the user in mind is key. Machine learning models pick the targets for a message, offer or recommendation, but the quality and design of your content is just as important as the model itself.
Internal collaboration
Balancing bottom-line and customer outcomes is a whole-of-organisation effort, requiring product teams, marketing, IT, analytics, legal, finance, risk and operations all working together for sustainable solutions.
A continual end-to-end process
A robust governance framework that considers the end user and front-line staff should ensure model performance is measured, risks identified and managed, and customer data used appropriately.
Let us assist you build better customer experiences
Orchestrating data-driven personalisation
Sound strategy, advanced analytics capability, thorough testing and meticulous attention to detail are all key. We’ll collaborate with your teams to deliver:
- Design and build of machine learning models
- Personalised marketing and targeting
- Personalised customer experience
- Program excellence through experimentation and measurement.
Operationalisation and management
Live models must be maintained and reviewed to ensure peak performance, and that your use of data and algorithms meets regulatory and risk management requirements. We’ll help you with:
- Application and maintenance of algorithms
- Campaign success measurement
- Algorithmic audits
- Machine learning governance and risk management.
Our leaders in
Personalisation and Customer Experience
Our leaders in Personalisation and Customer Experience
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Personalisation and Customer Experience
Latest on Personalisation and Customer Experience
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