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Customer Centricity

Nowadays, extensive data from multiple sources (e.g., customer apps, social media, multi-channel transactions) is easily accessible. We leverage this reality to help companies decide at the individual customer level, moving from the mere analysis of past behavior to guidance on future actions.

We devise and materialize three key lines of action to put in practice a customer-centric vision:

• Gather customer insights by combining data science with business know-how, enabling action-oriented segmentation

• Model customer lifetime value and churn behavior, according to the business setting (e.g., contractual vs. non-contractual contexts)

• Optimize the next best action/offer for each individual customer, by embedding previously uncovered insights and focusing on long-term customer value.