Rejuvenate customer centricity with AI/MLWhat if you could understand why your lead didn't convert to a customer?
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.