Many customer experiences today are being delivered in a way that generates data—a trend that will only grow stronger in the coming years. Increasingly, this data can help companies pinpoint exactly which customers to focus on for maximum profitability. In addition, data allows for powerful segmentation to target the right customers, increase personalization, and arm employees to work smarter alongside predictive analytics that give the best next offer, upsell, or cross-sell information.
Yet many companies struggle with knowing how to glean sustained business value from analytics—and how to get started on their journey to build a customer analytics capability. That’s where we come in.
At West Monroe, we help companies bridge the gap between analytics efforts and strategic execution to unlock long-term business value. We do this by focusing on the following five pillars of data-driven customer experience:
The power of data to create opportunity and stimulate growth is vast. The key to the West Monroe solution was to unpack the wealth of information our client had about its members and set a path toward increasing usage of the fitness program.