Summits Yellow

Teavaro to present on Predictive Customer Journeys at Digital Transformation World Nice

David Murphy - Member Content

Teavaro will be heading to Nice from 14 to 16 May to present its latest work on the “Maximising Engagement with Predictive Customer Journeys” Catalyst project run through TM Forum for the past two years.

Dirk Rohweder, COO and co-founder of Teavaro, will join with representatives of project champions Orange and N-Cell, as well as fellow participants Nokia, Comarch and ZTEsoft, to present a showcase of the developments of the second phase of the Catalyst.

This project is tasked with providing personalised customer experiences in an omni-channel environment and addressing the difficulties currently faced by companies struggling to make that vision a reality – from GDPR to fragmented infrastructure. By considering customers’ intent, segmentation, user-generated content, network and subscription data, this Catalyst aims to provide the best personalised customer experience on a real-time basis across any touchpoint.

The first phase of this Catalyst looked at how companies offering omni-channel (self-service) shopping need to know in what phase the customer stops the user journey so that they can better understand how to motivate the customer to complete the sales process, by combining the unique capabilities of online and offline channels. To do this, companies needed to identify customers and prospects across initial touch points and demonstrate that service providers can leverage the knowledge about the customers and utilise customer-process-phase specific metadata.

In the second phase, the solution uses predictive technologies to fuel this engagement and create compelling micro-moments utilising a Customer Data Platform (CDP) that combines behavioural intent and companies´ customer data from various sources in a data privacy-compliant way under GDPR. From a technical perspective, this real-time use of data requires machine-driven optimisation; the Catalyst will produce new APIs that provide insight into how to formulate a next best engagement (NBE), also known as next best action (NBA) or next best offer (NBO), during a customer journey micro-moment (i.e. in real-time) creating a very flexible and configurable solution.

Both Dirk Rohweder and Robert Bergmann, CEO of Teavaro, will be on hand at the event to discuss the Teavaro technology that facilitates the Catalyst project and to answer any questions about the applications of this technology for media owners and advertisers.

If you are in Nice for the Digital Transformation World event and would like to book a meeting, please contact Teavaro via their website.