In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…

Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it doesn’t make sense, it’s massively inefficient.

It’s always been a challenge for organisations with large customer bases to identify customers who are unhappy at an individual level. But now….AI is now making this possible.

To find out how, I was lucky enough to have Libby Dale on the Customer Smarts podcast, who’s career passion has been to help organisations fix that very problem. And now, she’s using AI to do it at scale with her company Smart Measures. They are using AI to detect customers at risk, then using behavioural science to nurture those customers back to a happier place, it’s really fascinating and one of the the simplest, most practical use of AI in marketing that I’ve seen so far.

Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.

If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.co

In most companies between 10-30% of customers are at risk of leaving…That’s a lot of customer revenue on the table…
Yet, most organisations aren’t paying enough attention to this. Some companies are leaking or even haemorrhaging customers and then spending 5 times as much to acquire new ones, it doesn’t make sense, it’s massively inefficient.
It’s always been a challenge for organisations with large customer bases to identify customers who are unhappy at an individual level. But now….AI is now making this possible.
To find out how, I was lucky enough to have Libby Dale on the Customer Smarts podcast, who’s career passion has been to help organisations fix that very problem. And now, she’s using AI to do it at scale with her company Smart Measures. They are using AI to detect customers at risk, then using behavioural science to nurture those customers back to a happier place, it’s really fascinating and one of the the simplest, most practical use of AI in marketing that I’ve seen so far.
Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force.
If you’re looking for help in the customer strategy &amp; experience design space go to www.customersmarts.co

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.

A recent study shows that 95% of executives feel the same as you do.

Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.

The core topics we cover are:

·  Operations - how to unite your organisational silos to deliver great CX

·  Customer intelligence – how to structure segmentation and data to drive your CX program

·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences

·  Tech – how to better utilise technology to achieve your customer goals

If you’re a marketing or CX leader you’re probably feeling the pressure of customer expectations growing much faster than you can implement change in your organisation.
A recent study shows that 95% of executives feel the same as you do.
Which is why we’ve created the Customer Smarts podcast. To help you discover smarter more efficient ways to deliver great customer experiences.
The core topics we cover are:
·  Operations - how to unite your organisational silos to deliver great CX
·  Customer intelligence – how to structure segmentation and data to drive your CX program
·  Engagement strategy and design – how to overcome impatient short term product centric thinking to deliver customer centric experiences
·  Tech – how to better utilise technology to achieve your customer goals

Customer Smarts

In most companies between 10-30% of customers are at risk of leaving. Libby explains how they are combining AI + Behavioural Science to prevent customer loss.

Advertisement