Developing a Virtual Customer: A Sparring Partner for Better Decisions

Short Description
We developed a Virtual Customer that uses AI to bring the customer perspective into decision-making from the very first step.

Ambition
Customer feedback often arrives too late and is not equally accessible across the organization. By the time it is available, concepts, products or communication have often already been developed. The ambition was to create a Virtual Customer that teams can interact with early to challenge ideas, test scenarios and prepare important decisions.

Outcome

• Earlier access to the customer perspective during the development of concepts, products and communication.

• Interactive sparring to challenge ideas, presentations and strategic decisions from a customer perspective.

• New ways to test scenarios using defined personas, customer situations and relevant internal and external data.

• Better preparation for customer conversations, workshops and important decision-making moments.

• A new voice in the organization that can bring the customer perspective into discussions across management, product, sales and marketing.

AI-Booster
AI is the backbone of the Virtual Customer. It connects personas, customer scenarios and relevant internal and external data, enabling teams to explore questions, ideas and decisions from a defined customer perspective. The quality of the model depends on targeted human input and relevant real-world data, rather than relying on synthetic assumptions alone.