1. Automation

Question 1

data literacy and the role of AI

Answer 1

data literacy is essential for understanding + working w/ AI systems
- understanding inputs, outputs + limitations
- ability to evaluate the trustworthiness + fairness of the models

Question 2

performance metrics

Answer 2

GET
KEEP
GROW

Question 3

GET performance metrics

Answer 3

• How many customers are acquired?
• What is the cost per acquired customer
• What is the value of the acquired customer?

Question 4

KEEP performance metrics

Answer 4

• retention rate (sales or profit adjusted)
• cost of customer retention
• cost-effectiveness of customer retention tactics

Question 5

GROW performance metrics

Answer 5

• absolute change in customer revenue
• absolute change in customer cost
• percentual growth in customer revenue
• acceptance rate in campaigns
• referrals generated with current customers

Question 6

customer engagement metrics
+ examples

Answer 6

involvement: unique visitors, time spent p/ page…

interaction: first-time purchases, loyalty registrations, click-throughs on ads…

intimacy: satisfaction scores, sentiment analysis…

influence: WOM, content forwarded…