Human Centered Predictive Customer Science

Abstract

Customer Science is a new field that combines AI, behavioural science and data analytics. The goal of customer science is to make models that are adaptable, accurate and specific to each customer. These models will improve both customer involvement and business outcome. The study will look at how customer science methods can be used in several important areas. It will do this by using real life business problems that we have seen in sales operations, customer success and process excellence. I am going to talk about the Human Centered Predictive Customer Science model (HCPCS), which is a new way to combine feedback loops, behavioural pattern and CRM automation. I will show that the HCPCS model can work by looking at two EdTech case studies that focuses on improvement of Net Promoter Score (NPS), converting leads and lowering loss. I will include results from experiments, tables, success metrics.