Engineer Retention with
Intelligent Customer Experiences (ICX)

Engineer Retention with Intelligent Customer Experiences (ICX)

Our ICX framework combines data diagnostics, AI prediction, and automated workflows to systematically eliminate churn and maximize customer lifetime value.

Fix your retention system

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Trusted by customer centric teams

20%

LIFT IN RETENTION

7x

BOOST IN LTV

500k

IMPRESSIONS THROUGH TRIGGERS

25%

LIFT IN RETENTION

<8 Min.

TIME TO FIRST VALUE

60%

BOOST IN INVESTOR CONFIDENCE

20%

LIFT IN RETENTION

<8 Min.

TIME TO FIRST VALUE

25%

LIFT IN RETENTION

500k

IMPRESSIONS THROUGH TRIGGERS

7x

BOOST IN LTV

60%

BOOST IN INVESTOR CONFIDENCE

20%

LIFT IN RETENTION

<8 Min.

TIME TO FIRST VALUE

25%

LIFT IN RETENTION

500k

IMPRESSIONS THROUGH TRIGGERS

7x

BOOST IN LTV

60%

BOOST IN INVESTOR CONFIDENCE

20%

LIFT IN RETENTION

7x

BOOST IN LTV

500k

IMPRESSIONS THROUGH TRIGGERS

25%

LIFT IN RETENTION

<8 Min.

TIME TO FIRST VALUE

60%

BOOST IN INVESTOR CONFIDENCE

Empowering growth teams with customised retention solutions

Predictive Churn Modeling

Predictive Churn
Modeling

Predictive Churn Modeling

Identify at-risk customers 30-45 days before they leave with AI-enhanced behavioral scoring so you can keep them before they churn.

Behavioral Triggers

Behavioral
Triggers

Capture high-intent moments from abandoned carts to milestone celebrations with timely, relevant automation that converts.

Win-Back Campaigns

Win-Back
Campaigns

Re-engage lapsed customers with targeted messaging that addresses why they left so you recover revenue at 1/5th the cost of new acquisition.

Personalized Journeys

Personlised
Journeys

Deliver experiences tailored to individual behavior patterns so every interaction feels relevant, not random.

How we drive retention lifts

We combine four capabilities most agencies and consultants can't, that's why our clients see measurable results, not just reports.

Data Backed Strategies

We're engineers, not gut-feel advisors. Every recommendation is backed by cohort analysis, behavioral data, and ROI projections—so you know exactly what will move your retention needle before you spend a dollar.

D2C E-Commerce Experts

We've fixed first-purchase churn across skincare, food, apparel, and home goods. We know the patterns: why subscription fatigue happens, where onboarding breaks, which retention levers actually drive repurchase in your category.

We Implement, don't consult

We don't hand you a report and disappear. We build the system: set up your behavioral triggers, implement predictive models, design your win-back sequences, and optimize until the numbers move.

Align Business & Technology

We use AI-enhanced tools for predictive modeling, behavioral analysis, and campaign optimization—but we're honest about what that means. We're not training custom neural networks; we're leveraging proven platforms (Klaviyo, Segment, Gong) with the domain expertise to make them drive results.

Desha labs is your orchestration and solution partner

Touchpoint & Data Ecosystem

All customer-facing systems are connected into a single, consistent view that eliminates silos and blind spots.

Data Orchestration & Analysis

Customer Data Platform

Segmentation

Voice of Customer (VoC)

Customer Journey Mapping (CJM)

Opportunity Matrix

Information is structured and enriched to reveal patterns, intent, and opportunities for action.

Tech Enablement

Your stack is configured to operate as one — turning tools into outcomes, not overhead.

CX Solutions

Win-Back Campaigns

Personalised Journeys

Predictive Experiences

Behavioral Triggers

Predictive Churn Modelling

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Results

Boost in

Customer Retention

Boost in

Customer Retention

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Touchpoint & Data Ecosystem

All customer-facing systems are connected into a single, consistent view that eliminates silos and blind spots.

Data Orchestration & Analysis

Customer Data Platform

Segmentation

Voice of Customer (VoC)

Customer Journey Mapping (CJM)

Opportunity Matrix

Information is structured and enriched to reveal patterns, intent, and opportunities for action.

Tech Enablement

Your stack is configured to operate as one — turning tools into outcomes, not overhead.

CX Solutions

Win-Back Campaigns

Personalised Journeys

Predictive Experiences

Behavioral Triggers

Predictive Churn Modelling

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Results

Boost in

Customer Retention

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Touchpoint & Data Ecosystem

All customer-facing systems are connected into a single, consistent view that eliminates silos and blind spots.

Data Orchestration & Analysis

Customer Data Platform

Segmentation

Voice of Customer (VoC)

Customer Journey Mapping (CJM)

Opportunity Matrix

Information is structured and enriched to reveal patterns, intent, and opportunities for action.

Tech Enablement

Your stack is configured to operate as one — turning tools into outcomes, not overhead.

CX Solutions

Win-Back Campaigns

Personalised Journeys

Predictive Experiences

Behavioral Triggers

Predictive Churn Modelling

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Results

Boost in

Customer Retention

Adaptive experiences respond to customer signals in real time, increasing momentum across the lifecycle.

Real Results from customer centric brands

25%

Boost in Retention

Orient Watch, a Seiko Epson company, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities across India, Orient set out to expand into Tier 2 and Tier 3 markets through digital-first e-commerce. Despite strong reviews and product quality, Orient struggled to retain customers post-purchase, leading to low repeat engagement and lifetime value.

Solution:

We implemented a Retention Foundation & Retention Engine, designed to convert satisfaction into loyalty:

Win-back campaigns targeting dormant customers
Personalized journeys based on behavior, city tier, and purchase intent
Lifecycle messaging aligned to the mechanical watch ownership experience

A 25% increase in customer retention, with higher repeat engagement and stronger loyalty across Tier 2 and Tier 3 markets.

25%

Boost in Retention

Orient Watch, a Seiko Epson company, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities across India, Orient set out to expand into Tier 2 and Tier 3 markets through digital-first e-commerce. Despite strong reviews and product quality, Orient struggled to retain customers post-purchase, leading to low repeat engagement and lifetime value.

Solution:

We implemented a Retention Foundation & Retention Engine, designed to convert satisfaction into loyalty:

Win-back campaigns targeting dormant customers
Personalized journeys based on behavior, city tier, and purchase intent
Lifecycle messaging aligned to the mechanical watch ownership experience

A 25% increase in customer retention, with higher repeat engagement and stronger loyalty across Tier 2 and Tier 3 markets.

25%

Boost in Retention

Orient Watch, a Seiko Epson company, is a Japanese maker of high-quality mechanical watches. With a strong presence in Tier 1 cities across India, Orient set out to expand into Tier 2 and Tier 3 markets through digital-first e-commerce. Despite strong reviews and product quality, Orient struggled to retain customers post-purchase, leading to low repeat engagement and lifetime value.

Solution:

We implemented a Retention Foundation & Retention Engine, designed to convert satisfaction into loyalty:

Win-back campaigns targeting dormant customers
Personalized journeys based on behavior, city tier, and purchase intent
Lifecycle messaging aligned to the mechanical watch ownership experience

A 25% increase in customer retention, with higher repeat engagement and stronger loyalty across Tier 2 and Tier 3 markets.

Your path to retention uplift

Retention Foundation

From data chaos to retention clarity: Know your customers, stop the bleeding, grow revenue.

Deliverables - Cohort analysis, churn diagnostics, customer segmentation, and 7 prioritized retention strategies with implementation roadmap.

Prerequisite - CRM data for at least 2 years, email platform access, and order history.

Result - Clear understanding of churn drivers and 7 implementable strategies ranked by ROI.

Duration - 2-3 Weeks

For teams that are just starting to view retention as a means to grow.

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Retention Engine

Build and launch your automated retention infrastructure with campaign flows that keep customers engaged and buying.

Deliverables - Personalised Journeys, Behavioural Triggers, Win Back Campaigns, Predictive Experiences, Predictive churn Modelling

Prerequisite - Completed data analysis, existing CRM/email platform, and internal team ready for execution.

Result - Measurable increase in customer retention through automated campaigns and optimized tech stack.

Duration - 3-4 Weeks

For teams that are ready to implement CX technologies and launch campaigns aimed at boosting retention.

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Retention Partnership

Ongoing retention optimization with continuous monitoring, strategic guidance, and technology evolution to maximize customer lifetime value.

Deliverables - Custom retention dashboard, monthly performance reports, A/B testing program, strategic optimization recommendations, and new technology enablement as needed.

Prerequisite - Established CX strategy, implemented retention technology stack, and dedicated internal point of contact.

Result - Sustained boost in customer lifetime value through continuous optimization and strategic evolution.

Duration - Ongoing

For teams with established technology infrastructure & business goals

Learn More