Case Study
Improving Customer Experience with Data
Problem
- Our client wanted to improve customer experience with data
- How to leverage data and AI to create an optimal customer experience regardless of the channel?
- How to increase new customer acquisition, drive customer engagement and reduce churn?
Approach
- Defined the holistic data strategy, including new data opportunities
- Created roadmap for the capabilities required, and collaborated with in-house team in implementing them – upskilling and bringing in best practices
- Jointly created the first data and AI use cases
- Implemented Customer 360 dashboards for customer services
Results
- Concrete implementation roadmap for developing data & analytics platform for prioritized use cases
- New data driven use cases related to customer lifecycle management – new customer acquisition, onboarding, customer engagement and retention – defined, implemented, tested and productized
- First AI use cases into production
- Customer 360 dashboards in use
Business Value
Concrete Roadmap of Actions, Customer Lifecycle Management, Customer 360
Client
Pension Insurance
The client is a large Finnish pension insurance company.
DAIN Studios has been their partner all the way from defining their data strategy to execution.
