From the course: Customer Experience (CX) Strategy: How to Design an Organizational Approach

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Leveraging predictive customer intelligence for CX

Leveraging predictive customer intelligence for CX

From the course: Customer Experience (CX) Strategy: How to Design an Organizational Approach

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Leveraging predictive customer intelligence for CX

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- [Narrator] Predictive customer intelligence, also known as predictive customer experiences, leverages digital analytics to categorize and funnel customers into personalized digital experiences. It's used to deliver a predicted outcome for both the brand and the customer. Put more simply, data collected about your customers can be used to inform tactics that should deliver a better customer experience, which should in turn deliver more success for the business. Consider a brand like Dickies. They are the number one work apparel manufacturer in the world, serving construction workers, nurses, carpenters, and more. But they also have an extreme following of fashionistas and trendsetters who wear their clothing for its form rather than its function. Delivering an equally positive customer experience to these widely disparate audiences can be a huge challenge, but with predictive customer intelligence it doesn't have to be.…

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