The most important knowledge for businesses is customer behaviour, preferences and needs; hence, obtaining a 360-degree view of it is like a superpower to businesses. Tableau makes sense of AI to add value-based real-time insights to achieve the complete view. The full customer view means that companies can enhance their personal engagement, predict customer needs and make knowledge-based decisions that will therefore increase customer satisfaction and loyalty.
Let us explore how AI and Tableau can change customer experience with their real-time insights.
The 360-Degree Customer View & Why It Matters
A 360-degree customer view is a consolidated view of all the previous and present data pertaining to customer interactions with the company generated from sources like purchases, preferences, and feedback and permissions. Normally, customer data is either fragmented across many systems like CRM, social media, online platforms, customer service channels, and contact centres. This unification provides better visibility into the customer journey and also improves predictions of future behaviour with the help of relevant, right, and timely interactions. Consequently, businesses with a holistic view of customers are predicted to witness a 20% increase in cross-sell and upsell opportunities and enhanced customer retention, all thanks to AI factors in data aggregation and personalization.
The analysis of the AI makes raw data meaningful. The algorithms will match customer interactions over various channels and provide a hands-on insight into predicting customer needs. For example, buying behaviour can be used to suggest products, whereas NLP can sense the moods of customers using social media or comments in the live domain. Along with the traditional approach of analytics, it can even spot some hidden patters or trends buried deep into the ocean of data.
A study by McKinsey shows how an e-commerce company improved conversion rates by 25% through targeted recommendations based on customer browsing and purchase history by using machine learning to analyse millions of data points from their customers. (Ref: https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/how-generative-ai-can-boost-consumer-marketing)
Data Visualization with Tableau
While AI organizes and improves customer data, Tableau makes it available through dynamic data visualizations. With the integration of AI platforms, Tableau users can view insights in real-time with a powerful combination of storytelling and data-driven decision-making.
Tableau provides customer journey maps in order to analyse customer drop points within the sales funnel. Through real-time insights, the company can respond quickly and change marketing strategies or website designs to reduce churn. Within a few clicks, a retail business could use Tableau to graph purchasing trends by demographic information and tailored marketing campaigns in real-time with those changes.
Tableau also has a major role in analysing service interactions with a view to predicting customer churn; in a case study by Tableau, a telecom company was able to harness the platform and visualize historical customer-support-case patterns against churn cases, and with some forward-thinking support, it led to a reduction in churn by 15%. (Ref: https://public.tableau.com/app/profile/sreevatsan.agoramurthy/viz/Telco_Churn_Analysis/Report)
Creatable Insights with Real-Time Data
A 360-degree view of the customer is rooted in real-time data. AI-powered platforms provide instant data processing, and Tableau’s real-time dashboards allow users to visualize live updates on customer behaviours and sales trends. The collaboration when AI is coupled with Tableau’s visualization tools allows companies to respond in a quick manner and improve customer experiences spontaneously.
For example, when a customer expresses discontent on social media – AI algorithms can detect that and change the profile of the customer in real-time. Then, Tableau can bring this out in a dashboard that is accessible to the customer service reps and then they can take the necessary action through targeted outreach.
Conclusion: Unified Proactive Customer Strategy
Organizations can now establish a true 360-degree view of the customer that is accessible and insight-driven through the combination of AI processing power and Tableau’s visualisation capabilities. Powered with real-time insights, organizations can quickly respond to their customers’ needs in a manner that builds brand loyalty and profitability. It then provides them with an edge in being competitive by personalizing the customer journey at every touchpoint with customers.
CRG has assembled a team of highly skilled specialists with hands-on experience at leading enterprises worldwide, to provide you with the tools, support and results that only an industry veteran can consistently deliver. As a Tableau Gold Partner, CRG Solutions has the experience of BI and expertise with Tableau Software to quickly provide you with solutions that enable you to get informed and make better decisions.
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