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  • Back to Challenges 2025

    Rejuvenate customer centricity with AI/ML

    What if you could understand why your lead didn't convert to a customer?

    Themes

    Customer Experience + Trust

    Topics

    Bring human factor to the fore
    CSP Backers: 2
    Involved: 1
    Teams: 0
    No one is working on this yet
    Teams are forming right now to solve this challenge. Join a team or submit an idea here.

    Impacts: Commercial office, human resources, employee training

    The challenge: CSPs today are only able to measure the experience of converted leads or customers based on CRM and other system data. However, the engagement experiences of unconverted leads and potential customers are overlooked from the CSP’s data insights. What if CSPs could utilize video-driven analytics with artificial intelligence capabilities to gain total insight into customer experience at the point of sale.

    Proposed solution: Create an intelligent data analytics solution that ingests available input such as people-counting, duration, facial recognition, body gestures, and demographics to provide a new method that can improve customer experience in POS. There are 2 significant insights CSPs could gain based on the customer engagement in POS. 1. The customer engagement experience in POS and its impact on the conversion. 2. POS agent training and performance for customer interactions, due to high turnover rates in POS agent job roles.

    Success measures: As an outcome, a Catalyst project would demonstrate a solution that improves the customer experience from the existing system that is mainly based on successful transactions recorded in CRM only. The new solution should take into consideration other data points that can improve customer experience in POS. Conversion rate and NPS could be potential metrics for measuring success.

    Participants

    Tech Mahindra Limited

    Thank you for your interest. We'll be in touch shortly.

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