Importance of Customer Insights
The Gestalt Customer Centricity (GCC) Suite is an AI-powered customer and channel intelligence platform that helps enterprises understand how customers and intermediaries engage across journeys. It unifies customer, dealer, agent, and partner data to drive smarter experience-led growth decisions.
Segmentation & Behavioral Intelligence
Identify distinct customer and channel segments using behavioral, transactional, and engagement signals. Understand motivations, needs, and sensitivities across customers, dealers, agents, and partners.
Personas & Journey Mapping
Design data-backed personas and map end-to-end journeys across customer and channel touchpoints. Surface friction, drop-offs, and moments that matter across sales, service, and engagement journeys.
Growth, Productivity & Retention Intelligence
Predict churn, identify growth opportunities, and improve sales velocity, marketing ROI, and channel productivity through targeted, insight-driven interventions.
Best-in-class customer insights excellence requires
Scale & Complexity: Customers interact across multiple channels and touchpoints. AI-driven insights unify these interactions into actionable intelligence.
Behavioral: Insights that drive actions and business.
Velocity: Customer behaviors shift in real-time. Businesses must continuously monitor and adapt.
AI-Driven Recommendations: Data analysis predicts needs and recommends actions at the right moment.
Experience and Business Results: Focus on improving customer experiences and business results, including productivity enhancements and operational improvements.
Actioning: Support for automated actioning on recommendations.
Consumability: Representing customer profiles and insights in an understandable way for team members.
Why Choose Customer Insight & Retention?
Most retention programs react to churn after it occurs. Metrics such as churn rate, NPS, or tenure highlight outcomes—but fail to detect silent disengagement caused by declining usage, poor discovery, content fatigue, or experience friction.
Gestalt’s Customer Insight & Retention solution identifies
disengagement before churn intent forms, diagnoses its root cause across journeys and usage patterns, and prescribes targeted interventions that restore value—without defaulting to blanket discounts.
Detect early disengagement signals across usage, content interaction, and experience—not just billing or cancellation events.
Differentiate customers who need re-engagement from those who need recovery—or should be allowed to churn.
Understand why customers disengage by linking behavior to journey friction, discovery gaps, and value erosion.
Move beyond reactive churn management to explainable, persona-specific retention actions at scale.
01
Usage & Engagement-Led Segmentation
Segment customers based on actual usage intensity, engagement depth, and behavioral change—rather than static demographics or ARPU bands.
02
Journey-Stage Disengagement Detection
Identify where disengagement begins across onboarding, discovery, steady usage, fatigue, or renewal phases.
03
Retention Persona Modeling
Group customers into retention personas based on disengagement drivers—recognizing that similar customers disengage for very different reasons.
04
Early-Warning Churn Prediction
Predict churn risk before explicit exit behavior by distinguishing temporary inactivity from structural disengagement.
05
Explainable Retention Intelligence
Provide transparent explanations linking predicted risk and recommended actions to observed usage, content, and journey signals.
06
Governed Retention Execution at Scale
Enable consistent, measurable retention decisions across segments and markets with built-in governance and controls.
How It Works
01
UNIFY CUSTOMER, USAGE & EXPERIENCE SIGNALS
Ingest usage behavior, engagement patterns, content interaction,
service experience, and transaction data across customer journeys.
02
DIAGNOSE DISENGAGEMENT DRIVERS
Identify whether disengagement is driven by discovery failure, content fatigue, experience friction, or value mismatch.
03
BUILD RETENTION PERSONAS
Cluster customers into behavioral personas that explain how and why they disengage—and what type ofintervention is appropriate.
04
PREDICT CHURN & RECOVERY POTENTIAL
Forecast churn risk alongside re engagement likelihood and future value to avoid over-investing in low-impact interventions.
05
PRESCRIBE TARGETED RETENTION ACTIONS
Recommend persona-specific actions—content re-discovery,
experience fixes, nudges, or selective value reinforcement—validated for impact.
06
MEASURE RETENTION UPLIFT & OPTIMIZE
Measure retention and engagement uplift through matched cohorts and continuously refine personas, predictions, and actions.
