AI Customer Experience Helps Telecom Client Create Hyper Personalized Customer Experience 

Highlights of the Case Study

Game-Changing AI Customer Experience Solutions for the Telecom Industry

Over the last decade, the telecom industry has undergone unprecedented changes and has transitioned from traditional approaches centered around call center operational efficiency to data-driven decision-making. Telecom operators and communications service providers (CSPs) possess enormous customer data that can be leveraged to draw insights and enhance personalized AI customer experience (CX). They use techniques such as personalization to develop tailor-made products and interactions for a specific customer group. However, even these techniques are becoming irrelevant amid the rising customer expectations.

Hyper-personalization has become an essential tool in the telecom industry to enhance CX, in turn, improving customer retention. It involves collecting real-time data through all customer touchpoints and processing it through artificial intelligence (AI) and machine learning (ML) algorithms to develop a unique profile for each customer at an individual level.

Quantzig has developed an AI customer experience framework for our clients in the telecom industry and uses a data management platform to predict CX in real-time accurately. We empower our clients to deliver hyper-personalized CX through highly tailored customer plans, offers, and deals by leveraging Big Data, AI, and ML technologies.To understand how we implement solutions to complex business problems,

Why hyper-personalization?

Hyper-personalization is imperative in today’s competitive market landscape driven by technology and data analytics. By leveraging artificial intelligence and machine learning algorithms, marketers can analyze vast amounts of customer data to understand individual preferences, behaviors, and the customer journey. This enables businesses to deliver tailored experiences at every touchpoint, enhancing customer engagement, satisfaction, and ultimately, retention.

Through this tool, businesses gain a competitive advantage by offering a level of customization that resonates with customers on a deeper level, fostering brand loyalty and driving business results. However, this approach must be balanced with ethical practices and transparency to address privacy concerns and comply with data protection regulations. By integrating hyper-personalization into their digital customer service tech stack and adopting cutting-edge tools, businesses can create connections with customers, optimize conversion rates, and achieve sustainable growth in the B2B market while ensuring a seamless and personalized customer experience.

Why hyper-personalization over personalization?

• Deeper Understanding of Customer Preferences: Hyper-personalization goes beyond basic personalization by leveraging advanced technologies like artificial intelligence and machine learning algorithms to analyze vast amounts of data. This deeper analysis allows marketers to gain insights into individual customer preferences, behaviors, and the customer journey, enabling them to tailor experiences at a granular level. This in-depth understanding leads to enhanced customer engagement, satisfaction, and ultimately, retention.

• Improved Business Results and Competitive Advantage: By these techniques, businesses can achieve better business results, including higher conversion rates, increased customer engagement, and improved brand loyalty. This level of customization provides a competitive advantage in the market, as it allows businesses to offer experiences that are more relevant and compelling to customers compared to competitors who only rely on basic personalization techniques.

• Addressing Privacy Concerns and Data Protection Regulations: While personalization is essential, this technique takes into account privacy concerns and data protection regulations by ensuring transparency and ethical practices in data usage. By prioritizing privacy and transparency, businesses can build trust with customers and mitigate potential risks associated with data misuse, thus fostering stronger customer relationships and loyalty.

• Driving Sustainable Growth in the B2B Market: In the B2B market, where relationships and connections play a crucial role, this technique is a strategic imperative. By leveraging cutting-edge tools and technologies within the digital customer service tech stack, businesses can create meaningful connections with B2B customers, optimize conversion rates, and achieve sustainable growth. Through hyper-personalization, businesses can deliver tailored experiences that meet the unique needs and preferences of B2B clients, ultimately driving long-term success in the market.

The best way to develop hyper-personalized experiences

• Utilize Artificial Intelligence and Machine Learning Algorithms: Leveraging AI and machine learning algorithms allows businesses to analyze vast amounts of customer data, including customer preferences, behaviors, and interactions throughout the customer journey. By harnessing these technologies, businesses can gain valuable insights to create hyper-personalized experiences tailored to individual needs and preferences.
• Emphasize Data Analytics and Customer Journey Mapping: Implementing robust data analytics processes enables businesses to effectively track and analyze customer interactions across various touchpoints. By mapping the customer journey, businesses can identify key opportunities to deliver personalized experiences at each stage, optimizing customer engagement, satisfaction, and retention.
• Prioritize Transparency and Ethical Practices: In the era of privacy concerns and data protection regulations, it’s crucial for businesses to prioritize transparency and ethical practices in their hyper-personalization efforts. This includes obtaining explicit consent for data usage, ensuring data security and compliance with regulations like GDPR, and providing clear communication to customers about how their data is being used to enhance their experiences.
• Leverage Cutting-Edge Tools and Technology: Investing in cutting-edge tools and technology within the digital customer service tech stack enables businesses to streamline hyper-personalization efforts. This includes implementing advanced CRM systems, AI-powered chatbots, and IoT devices to gather real-time data and deliver seamless, personalized experiences across channels, ultimately driving business results, competitive advantage, and sustainable growth in the market.

AI Customer Experience Challenges of the Telecom Client

Quantzig was approached by a global telecommunication company operating in the US to push hyper-personalized customer plans by mining customer engagement in real-time. Our client had designed a mobile app for its users to manage their accounts, access data plans and deals, pay bills, and collect rewards. However, engagement and retention campaigns such as recharge reminders, special offers, and new bill notifications were conducted manually. Owing to its large user base, our client found it challenging to scale hyper-personalized customer experience led marketing campaigns with optimal RoI.

Our client also targeted its users through e-mail marketing and SMS systems, which hindered their persistent efforts to develop an omnichannel strategy. As a result, our client failed to provide hyper-personalized plans and offers through a suitable medium, which led to users uninstalling its app. Our client wanted a mobile marketing solution to enhance the personalized customer experience of its existing clients by generating hyper-personalized customer plans.

It was after attending one of our webinars that the client decided to connect with us.

Quantzig’s AI Customer Experience Strategy

The consultants at Quantzig developed a hyper-personalized CX strategy for our client to analyze contextual data such as the user’s preferred device, the location from where the user accesses the device, the time of day when the user is most active, and the industry with which the user is associated. In addition, we provided persona-based recommendations and customized plans for our client’s existing customers built on various customer attributes, such as service usage patterns, including call durations, data consumption, streaming patterns, and rebate history.

Quantzig’s AI-based recommendation engine used ML, predictive analytics, and Big Data. This tool helped our client gain a better understanding of its customers and thus, enabled it to transition to automated and real-time insight-based action. Our client delivered hyper-personalization at scale across various touchpoints, such as mobile push notifications, in-app announcements, and social messaging platforms. To know more about our Advanced Analytics Solutions,

Impact Analysis of Quantzig’s AI-based Recommendations

Our client used our individualized marketing solutions and implemented our hyper-personalized strategy to improve its customer knowledge and offer hyper-personalized services to enhance CX. The benefits delivered by our client to its customer base included the following:

• Personalized digital data plan report: Users of post-paid data plans were provided with data consumption details, usage history, a comparison with similar users, and bill forecasting.
• Personalized alerts: Users were proactively informed about abnormally high usage of data, an upcoming high bill, and peak period usage alerts.

Our client achieved the following benefits by using our hyper-personalized CX strategy:

• Improved scores of different CX key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS).
• Improved the click-through rate (CTR) for the onboarding campaign by 10%
• Enhanced the CTRs for re-engagement campaigns by 7%
• Used just-in-time (JIT) discounts and offers to increase average revenue per user (ARPU)
• Reduced the churn rate by 25%

Key Outcomes

Our tools enabled access to 100 predictive scores, which were generated and automatically updated by our solutions. This was then used by the client to deliver hyper-personalized customer plans, leading to significant improvement in customer experience and a reduction in customer churn by 25%. In the highly competitive telecom industry, understanding the customer’s needs is imperative to retaining them and ensuring business growth.

Broad Perspective on Artificial Intelligence Hyper-Personalization in the Telecom Sector

For telecom marketers, hyper-personalization is a data problem that needs to be addressed with a robust analytics technique. Marketers now use third-party data, including media spending and retail footprint, and integrate them into the data set to picture the customer journey better. In addition, advanced algorithms are being used to identify previously hidden variables and predictors of customer engagement. Such advancements in data analysis techniques will better analyze customer behavior to offer highly accurate real-time insights. 

Artificial intelligence (AI) hyper-personalization is revolutionizing the telecom sector, offering a broad range of benefits across various aspects of the industry. By harnessing machine learning algorithms and advanced data analytics, telecom companies can analyze vast amounts of customer data to gain insights into customer preferences, behaviors, and journey patterns. This deep understanding allows for the creation of highly tailored experiences for customers, enhancing their overall satisfaction and driving engagement. Moreover, AI-driven hyper-personalization enables telecom marketers to optimize conversion rates by delivering targeted marketing messages and promotions based on individual customer profiles and preferences, ultimately leading to improved business results and sustainable growth in the market.

In addition to driving customer engagement and satisfaction, AI hyper-personalization also plays a crucial role in fostering brand loyalty and competitive advantage in the telecom sector. By delivering personalized services and offerings that resonate with customers on a personal level, telecom companies can differentiate themselves from competitors and strengthen their position in the market. However, it’s essential for telecom companies to address privacy concerns and comply with data protection regulations to maintain transparency and ethical practices in their hyper-personalization efforts. This ensures that customer data is used responsibly and securely, building trust and confidence among customers and mitigating potential risks associated with data misuse.

Furthermore, the integration of AI-driven hyper-personalization into the digital customer service tech stack allows telecom companies to create seamless and connected experiences for customers across various channels and touchpoints. Leveraging cutting-edge tools and technology, such as IoT devices and AI-powered chatbots, enables telecom companies to gather real-time data and deliver personalized support and assistance to customers. This strategic imperative not only enhances customer retention but also strengthens connections with customers, driving sustainable growth and success in the dynamic telecom market landscape.

Key Takeaways

• Implemented ML, predictive analytics, and big data to understand customer needs
• Minimized potential loss in revenue caused due to poor CX
• Helped optimize the custom-engagement plan to attract new customers
• Enhanced communication with customers via mobile push notifications, in-app announcements, and social messaging platforms
• Enabled the implementation of large-scale hyper-personalized marketing campaigns to optimize RoI