Using Generative AI to build and leverage deep customer understanding.
Opportunity
Today's omnichannel marketing environment requires more than just generic outreach, it needs a deep understanding of customers' past behaviours, preferences, and interactions to personalise engagement. Customer data is often scattered across multiple platforms with many variables, making it difficult to create a clear and actionable picture of lapsed customers. Generative AI presents a compelling opportunity to create highly-targeted and relevant comminications at scale.
Solution
Working closely with innovative Reece teams, we built an LLM-powered solution to aggregate and analyse multiple data sources, synthesising behavioural, transactional, and CRM insights into a comprehensive, rich customer context. This enables marketing teams to identify key patterns, understand why customers disengaged, and craft personalised strategies & campaigns based on data-driven insights.
Impact
By leveraging these emergement capabilities to create a richer customer profile, marketing teams gain the ability to engage lapsed customers with a more relevant, timely, and personalised approach. This ongoing work is being applied to create more effective win-back campaigns, improved conversion rates, and stronger customer retention, ultimately driving long-term business growth.
