7Evolving to the Predictive Phase
By the time you reach the Predictive phase on the Digital Maturity Spectrum, you are ready to design (or are already designing) intelligent customer experiences powered by omnichannel technologies that propel customers to successful outcomes at lightning speed. By combining digital channels with great processes and data, your organization can finally take advantage of AI and data science to identify at-risk customers far in advance, increasing the likelihood that your clients will renew and expand. With these tools, you can identify and predict customer behaviors with astonishing accuracy and then tap your teams' digital-fueled superpowers to continually optimize the customer journey--and your own.
AI-Driven Risk Management
If you've been in this business for any length of time, you know that the "straight and narrow" path to successful outcomes is lined with potentially catastrophic detours--lots of them. You also know that some detours are more common, and more dangerous, than others. Again and again, you see customers slipping and falling off the path at the very same place.
What can you do to prevent slips and falls before they happen? And when they do happen, how can you put things right? ...
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