Customer experience management is becoming increasingly crucial for businesses as customers have more choices and higher expectations. Two central problems facing customer experience management are low response rates on customer surveys and difficulty calculating customer experience projects’ return on investment. Artificial intelligence (AI) can be a valuable tool in mitigating or solving customer experience management’s two problems. AI can predict if non-respondents are detractors or promoters. It can also assign the right communication channel for the close-the-loop process and select suitable campaigns. A strong link between financial figures and Customer Lifetime Value, in particular, allows us to assess and predict the Return On Investment correctly. The whole process and methodology have been created and delivered in the sandsiv+ platform to enable business people to roll out quickly, gaining a significant competitive advantage.
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