The Client
Live entertainment and event ticketing technology company managing millions of customer interactions across email, apps and websites, seeking to improve channel integration and customer experience.
The Challenge
Multi-channel complexity required better understanding of preferences
Complex multi-channel customer interactions required better understanding of preferences and buying habits to create targeted offers that increase transaction value.
Need to improve channel integration whilst enabling effective up-selling and cross-selling of complementary entertainment products.
What We Did
ML-powered next-best-offer system
- Evaluated multiple algorithms to determine optimal fit for high-volume datasets
- Selected and deployed Naïve Bayes algorithm for speed and classification effectiveness
- Implemented feature selection, model training, evaluation and deployment process
- Deployed predictive models generating weekly scores for customer interactions
- Created automated personalised offer generation with real-time prediction capabilities
The Impact
Real-time predictions driving immediate value
15%
Conversion rate increase
13%
Average order value lift
Real-time
Customer predictions
Achieved 15% increase in conversion rates and immediate 13% increase in average order value through ML-powered personalisation. Enabled real-time predictions whilst providing insights into behaviour and preferences informing future strategies.
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