Contact center modernization
Harness your data to effectively attract and retain customers
Customer data does not always equal customer insights, no matter how much information a company might collect on its clients. Today, building successful relationships that increase customer lifetime value, boost retention, and decrease attrition rates requires advanced analytics capabilities.
EXL offers customer analytics, including customer sentiment analysis, modeling techniques, and deep domain expertise to help clients improve customer engagement and differentiate themselves from the competition through enhanced customer experience. Whether delivered as a service, or through our Customer 360 Insights platform, we enable insights across the customer lifecycle, including: customer care history, digital activity, content consumption, product interactions, life-style and payment behavior, social engagement and marketing engagement.
Leverage powerful customer insights to secure your future
EXL recently commissioned Forrester to carry out a custom study looking at the current and future state of customer analytics in the US and UK geographies across the following industries: Technology, Financial Services, Retail, Healthcare, Professional Sports and Media. Forrester Consulting supplemented this research with custom survey questions asked of 170 data and analytics strategy decision-makers.
Customer analytics capabilities
We help clients take a smart approach to an omni-channel engagement strategy that drives growth and delights customers across the customer life-cycle.
Customer acquisition
- Prospect segmentation
- Identity resolution
- Marketing journey optimization
- Contact channel optimization
- Acquisition spend optimization
- Merchandising and pricing analytics
- Experimentation at scale
Customer engagement
- Customer data management
- Single customer view
- Engagement and lifetime value measurement
- Product analytics and upsell/cross-sell recommendations
- Digital marketing attribution and media mix modeling
- Customer experience optimization
Customer retention
- Churn analytics
- Lapsing and retention marketing optimization
- Offer targeting and retention spend optimization
- Customer service analytics
- Call volume forecasting
- Voice of customer analytics
EXL™ Customer 360 Insights
EXL™ Customer 360 Insights is a Cloud-based platform that leverages deep data assets, AI, and analytic accelerators to deliver real-time customer intelligence, frictionless customer experience and tangible business outcomes.
Customer 360 Insights can be quickly and easily deployed within your existing cloud environment.
Client testimonials
