Use the same name all week — it is how your submissions are matched. Each export names its own file from it, for example 1-muchson-day9-l1l2-real-time-file.
Module 5, Day 1 of 2
Retention Lab · Day 9
Customer Retention in Real Time: Personalisation, Automation and Optimisation. Two routes: on one case, see where LiveConnect should answer at once, what speed is worth and how to measure it, then decide as Chief Digital Officer how the whole company handles interaction in real time. Study on your own, work a document from the case, and export it.
What today is about
Today is about customer retention in : answering while the customer is still interested, the moment without being intrusive, and knowing whether any of it works. You learn why speed is a success factor, where a chat or a pays and where personalisation does, how to put a euro figure on speed, and how , fair tests and keep improving it. In the second half you design how a whole company handles interaction in real time, and decide under time pressure with incomplete data.
One case runs through the whole day: LiveConnect IT Services GmbH. Its website draws many visitors, but are high, few interact, quote requests wait a day for an answer, and the measures of different teams are not coordinated. In Route 1 you work with €170,000 and four months; in Route 2 you are the with €190,000, four months, incomplete data and high time pressure.
One story, two routes
Route 1 · Respond, personalise, measure
What is speed worth to LiveConnect, where should it answer at once and where , which count, how would a fair test look, and which three measures fit inside €170,000 and four months?
You finish with: the Real-Time Analysis File (Levels 1 and 2)
Route 2 · Decide
Which items does the system start with, in which order and on which data, what does your plan give and what does it cost, and what do you decide today under time pressure?
You finish with: the Real-Time Management Memo (Level 3)
234 minutes in total across both routes: about two hours of material and one and three-quarter hours of task, facilitator-led. You finish with two documents.
What's in it for you
Why this is worth your day, whatever your role: each skill below is one you can use at work next week, not only in this case.
Read what speed is worthRoute 1
Two side by side show what a fast answer is worth, and why a comparison nobody planned is only a hint: useful in any team that answers requests.
Know where to respond at once and where to personaliseRoute 1
A decision and many leaving means respond; knowing the visitor means . You can apply this to any website, or service desk.
Personalise without being intrusiveRoute 1
Use what customers gave you, never show that you watched them: a line you can hold in any campaign discussion.
Choose KPIs that steer and test fairlyRoute 1
Outcome, , or , and one change, a random split, one and a fixed size: you can check any live and any “it worked” claim.
Decide which touchpoints need real timeRoute 2
A two-question test (does the customer decide here? can we see enough of it?) tells you where pays and where to fix the data first.
Decide under time pressure without guessingRoute 2
Act where the evidence is good enough, stage the rest, and agree the result that changes course: useful whenever a board wants a decision before the data is complete.
Leave with two documents you can reuseRoute 2
The Analysis File and the Real-Time Management Memo are yours: a template for judging real-time measures, and one for defending a real-time system to a board.
Routes
Route 1 · Respond, personalise, measure
One case, two levels: LiveConnect IT Services has many website visitors, but they leave quickly, few interact and quote requests wait a day for an answer. You learn why speed matters in customer contact, how to personalise the moment without being intrusive, where chatbots, dynamic pricing and adaptive content fit, and how KPIs, A/B tests and feedback loops make real-time measures measurable. Then two core blocks: you sort nine ideas, and choose three measures inside €170,000 and four months. Six optional blocks go further: deciding where to answer at once and where to personalise with three concrete improvements, tagging twelve metrics and naming three KPIs, a read of the speed figures, a coaching reflection, what each kind of metric is worth and a fair test. Material first, then one task that ends in a Real-Time Analysis File.
| Materi A · seven cards, Levels 1 and 2 | 60 min |
| Task 1 · Real-Time Retention, one task | 64 min |
| Total | 124 min |
Route 2 · Management decision
You are now LiveConnect's Chief Digital Officer. Customer interaction is not coordinated, responses are too slow and measures are not measurable. You set the target vision of a real-time retention system and build its architecture on a live panel that shows what your choices do: each of eight items is set to Now, After data is ready or Not now, and the diagram, three bars and four tests redraw at once. Then you decide under time pressure with incomplete data and say what you will watch and when you would stop. Four optional blocks go deeper. Material first, then one task that ends in a Real-Time Management Memo that assembles below your answers.
| Materi B · five cards, Level 3 | 60 min |
| Task 2 · Real-Time Management Memo | 50 min |
| Total | 110 min |
How this site works
- Study, then task, then export: each route ends as one working document, not a quiz score. Route 1 merges Levels 1 and 2 on one case; Route 2 is Level 3.
- Nothing is locked. Every section and route stays open, and a suggested order is only a suggestion.
- The app shows consequences, not verdicts. It marks something only when you press a Check button, and then it gives a question, not the answer.
- EN | DE in the top bar switches the whole site to German. Common technical terms stay in English; every explanation is in German.