What is Experience Intelligence?

Using data science and insight to surprise and delight consumers

In any customer journey, things can go wrong. Data science can give businesses the tools to reduce everyday friction and pain points, and the insights it generates can also be applied to provide an unparalleled customer experience.

The Role of Experience Intelligence

Customer experience matters. In the U.S. alone, the cost of losing customers because of poor service is $1.6 trillion, according to studies. Now, though, the best brands are moving beyond the idea of customer experience (CX) management to the realm of applying experience intelligence — a mindset that is not just focused on correcting problems. The resolution side of experience intelligence is all about reducing friction, with a more magical perspective to it.

The customer experience might actually be going quite well, but by applying experience intelligence, an organization can do even more to surprise and delight their customers. For example, imagine that you’re a guest on a cruise: it’s your birthday and the crew surprise you with balloons delivered to your room. Or if it’s your anniversary, the staff might make something special happen that you never expected. The goal of experience intelligence is to help businesses know their customers and blow them away with attention and personalized service.

Applying Experience Intelligence

Although experience intelligence often leverages the use of sophisticated digital technology and Big Data analysis, it isn’t about a specific technology or situation. It’s about guest experience maximization. It is about applying the tools and techniques and strategic mindsets of experience intelligence anywhere and in any setting.

The experts at LMS are able to take the experience intelligence mindset and apply it in any situation. Our team can couple creative, data-driven strategies with Big Data analysis to help businesses surprise and delight their customers with individualized attention on a personal level. To learn how we can help, call us at 800.257.5902 or message us today at contact@lmsonline.com.


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