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Behavioral customer segmentation

Business question
What major behavioral profiles emerge from our customer journeys?
What's at stake
For an energy provider with 200,000 customers, on the Service Seekers segment alone: 16,800 to 33,600 calls avoided a year, or $121k to $242k in handling cost avoided.
Data required
Contact, transaction and digital interaction history over a significant period.
Sample result
Named behavioral segments with key characteristics and associated stakes for each.
Demo · 1 min
Illustrative scenario

Consider an energy provider with 200,000 customers. Segmenting 18 months of journeys surfaces four profiles, including Service Seekers (21% of customers) who phone in for simple requests that could be handled online.

MetricBeforeAfter
Service Seekers calls / year168,000142,800
Calls per segment customer / year43.4
Handling cost of these calls / year$1.21M$1.03M
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