AI-Powered Customer Experience Management & CXM Platform
Tredence Inc. Named a Leader in The Forrester WaveTM : Customer Analytics Service Providers, Q3 2021.
Home » Services » Customer Experience Management

Helping brands become truly customer-centric with AI-powered CX platforms and solutions.

We build robust customer analytics and customer experience platforms & solutions to power your sales, marketing, customer engagement, and store operations.

Challenges

Customer experience is a top priority for CEOs across the globe, especially so since the pandemic. Yet, Gartner finds that “over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results.”

Insights as a service is ineffective

Most organizations approach insights as an ad-hoc, rapid impact endeavour, and not as a strategic org-wide initiative. The approach makes it difficult to quantify ROI, democratize data, operationalize customer intelligence, and scale.

Omnichannel personalization is weak

Siloed/inaccurate data and incompetent data models render inefficient personalization. Even in cases where personalization is successful, organizations struggle to scale it across channels — online, mobile, in-store, etc.

Data is stuck in legacy silos and disparate sources

Large organizations have hundreds of data sources without a clear, consolidated process to clean, harmonize and maintain data quality. Organizations don’t have a tightly governed analytics culture that makes meaningful use of this data for inspired action. So, they end up being data right and insights poor.

How we help you leverage CXM?

We help brands deliver immersive customer experiences through end-to-end data, analytics, strategy & governance support, leading to increased brand loyalty and growth outpacing their competitors.

Cross-functional strategy and governance

Pivoting from developing and delivering ‘Customer Analytics’ to a holistic partner in the ‘Business of CXM’

  • Customer Experience (CX) blueprints to accelerate adoption
  • Journey mapping services
  • Cross-functional service integration strategy to build a unified, value-driven view of CX
  • Operating model design and enterprise architecture strategy
  • CXM governance strategy including team roles and responsibilities
  • Change management services

CXM platform and data capabilities

We help customers pivot from ‘Insights as a Service’ model to a ‘Platform aided Insights’ model and enable sustainable and actionable analytics.

  • Customer Experience Management (CXM) platform
  • Unified marketing measurement platform
  • Integrated data-driven operating model, Customer Data Platform (CDP) and other data assets
  • CXM data model – single view of the customer
  • Rapid experimentation capabilities – TALP
  • Integrated KPIs and reporting platform
  • End-to-end customer experience measurement and auditing capabilities

Analytics & activation capabilities

State-of-the-art algorithms to curate customer insights for enabling last-mile adoption and experience orchestration

  • Signals based CX measurement
  • Personalization for All – Headroom based opportunity modelling
  • Next Best Experience (NBX) – AI/ML based behavioral prediction module
  • Journey analytics
  • Unified marketing measurement & optimization
  • Lifecycle analytics
  • AI-enabled journey orchestration
  • Digital experience management through Adobe/Google platforms

FEATURED CASE STUDY

Delivered $200M sales growth with a comprehensive fulfillment strategy for the grocery business.

Tredence helped the Retailer build a customer analytics platform to gathering data from over 70 sources, process ~250TB of data each week, and create single view of customers with resolved identities. We overlayed an analytics workbench for descriptive, diagnostics, and predictive intelligence for customer science, customer experience, marketing, call center, and other retailers’ functions.

More Case Studies

Marketing Analytics

Drove $20M+ incremental revenue for member promotions of a hospitality loyalty program.

Augmented member promotions team with 1:1 personalized offer recommendation and real-time performance measurement to improve registration rates, conversion rates & ROI. Evangelized customer behavioral insights for marketing to design better offers through a web-based solution and accurately estimate campaigns’ liability.

Platform-led Insights

4X accelerated time to insights and 70% improved quality of insights with tag management.

Tredence collaborated closely with business, technology, marketing, and product teams to streamline data collection, map the online customer journey and implement tags using the retailer’s existing tag management platform.

Journey Optimization

20% increased conversion rates with journey optimization.

We enabled personalization based on user behavior, like recent search history. We set up a calendar of A/B tests and personalization campaigns to inform future optimizations and provide directed focus.

Why Tredence?

We are one of the world’s fastest-growing and most awarded management consulting and technology companies.

Holistic cross-functional approach to CXM

Tredence leverages a cross-functional CXM strategy integrating customer experience, customer service, traditional marketing analytics, digital marketing, and partner ecosystems to enable innovation across process, service, platform and your business itself.

Platform-led Insights

We don’t simply create dashboards. We build a sustainable customer analytics platform that empowers your team with self-serve insights, prescriptive recommendations, activation, and scale. We bring you accelerators across data modelling, behavioral analytics, customer journeys, experiments, customer feedback, etc., to significantly reduce your time to insights.

Enabling personalization at scale

Our platform leverages customer data from across data streams, event streams, and external sources to build a 360° understanding of each customer. Based on this, you can send personalized communication through email, SMS, online advertising, etc.; and offer personalized offers, cross/upsell, recommend the next best action, and so on in real-time.

Customer journey focus

Unlike static customer analytics tools, Tredence’s platforms focus on the customer journey to give you a holistic and in-depth view of your customer, leveraging custom segmentation, journey monitoring cockpit, real-time monitoring, retrospective analysis, build your own journey, etc.

Last-mile adoption that drives results

Our best-in-class 94% NPS customer satisfaction score driven by our laser focus on empowering decisions help our clients win.