Leveraging identity resolution and machine learning to surface actionable customer insights that inform the right actions across the multi-channel journey to drive business growth.
Never before have brands had access to so much data about their customers’ sentiments, desires and behaviors. Yet never before has the data been so siloed, disconnected and inaccessible. In the race to win customer spend and loyalty, brands must be able to recognize their most valued customers, and respond with personalized and seamless brand interactions — or risk rapidly losing to their competitors.
The winners will be those brands that have the best understanding of their own customers — those who can develop a rich and dimensionalized identity for every customer. Hero Customer Intelligence allows brands to know what a customer wants, and where they are in a defined buyer journey. We take a modern approach — not using surveys or assumptions, but using real customer data, identity resolution, and machine learning to generate powerful insights across all consumer interactions — web, mobile, in store, email, digital ads, contact centers and beyond — to deliver value for people and business.
- Human Insights, Machine Powered: Effective analyses are about keeping human biases to a minimum and letting the data do the talking. Our custom approach minimizes the use of assumptions and lets our advanced ML algorithms surface what truly matters.
- Identity Resolution: Customer information is fragmented, siloed, and incomplete. We created a unified ID management framework to solve that issue by taking all the disparate identifiers of an individual that may exist on multiple platforms, devices, and channels and attaching them to one unified customer record.
- Action First — and Last: An insight that does not lead to action is an insight wasted. We ensure everything we learn ties back to concrete actions that drive measurable business success.
- Full Lifecycle Execution: Customers behave differently across different stages of the journey – our algorithms account for that and provide you the intelligence to execute the ‘next best action’ at every stage.
- Evolutionary and Revolutionary: We understand that customers and journeys evolve. Therefore, our algorithms evolve to keep pace. Our scalable approach allows us to rapidly deploy learnings from multiple clients to your specific problem, without the expensive upfront learning involved in building a model from scratch.