Thunderhead Launches Customer Intent Analyzer

Customer engagement specialist Thunderhead has launched a tool called 'Intent Analyzer', which provides an understanding of intent based on a detailed analysis of customer journey behavior.

With bases in London, UK and Boston, USA, Thunderhead has developed a cloud-based customer platform called the ONE Engagement Hub, through which businesses can engage in continuous conversations with their customers across a range of online and off-line touchpoints. Last year, the firm added a feature called 'Audience' to this platform, to uncover insight from every interaction in the customer journey.

The new tool, Intent Analyzer, has been developed to enable brands to move beyond customer journey visualizations and uncover a deeper level of actionable 'journey intelligence'. Users tap into proprietary machine learning algorithms and visualizations to automate the analysis of billions of customer journey touch-point events, to understand omnichannel behavior and identify patterns which reveal customers' intent.

CEO and founder Glen Manchester (pictured) says the tool 'makes it possible for CMOs and CX leaders to accelerate the delivery of customer-centric digital transformation at scale'. He adds: 'Our mission has been to fulfil the vision of CRM to deliver seamless customer relationships but adapt it for today's real-time always connected omnichannel world'.

Web site: www.thunderhead.com .