Case Study: Fortune 500 Company measures customer value and drives data-led decisions with Tredence

How do we measure the success of a business through the lens of customer experience

Tredence worked with a Fortune 500 hospitality company with dozens of brands and millions of loyalty members. The client needed a way to better understand customer interactions across its TribHub property and client engagement platform and identify which behaviors and indicators were actually driving customer value, since no such framework existed in the portfolio before.

Tredence built a Customer Value Metric (CVM) solution that segmented interactions into smaller contract categories, created two new value metrics, forecast future CVM based on historical behavior, and added a tracking dashboard. As a result, the company can now quantify value across a base of about 21 million customers, compare performance across years and geographies, and make more data-driven, customer-centric business decisions.