A leading home improvement retailer wanted to enhance customer experience by analyzing customer journey events and the corresponding change in behavior. They also wanted to analyze whether the financial impact caused by the change in customer behavior was due to a positive and negative experience. The behavioral aspects, while analyzing the customer behavior, include volume and frequency of purchase, memberships, coupon utilization, website visits, and more.

ElectrifAi implemented an advanced solution through a two-phased approach to address the client’s challenges. In the first phase, the solution evaluated both the positive and negative impacts and the corresponding change in behavior at scale. In the second phase, the solution helped in filtering high-impact events for deeper analysis. It used a digital twin persona to contrast the outcome or change in behavior between the impacted and non-impacted persona for negative experiences. In addition, the post-event data was normalized through a control group to ensure a precise and accurate evaluation.