AI-powered digital customer twins – the next generation of actionable customer insights

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The challenge

Personas are representations of key user groups, that capture the needs, goals, and behaviors of real people, enabling develoment-teams to design user centered products and services. But: Traditional personas are time-consuming to create, often developed in lengthy workshops, capture a static state of knowledge and are quickly forgotten in sub-folders of the organization’s intranet servers. The result: lack of customer insight activation, low business impact, weak knowledge management and missed opportunities for customer-centric innovation.

Our approach

Together with our Partner DXI, we bring personas to life and transform data into dialogue. Through AI-based Digital Customer Twins, we enable organizations to enter a real-time conversation with dynamic, data-enriched user profiles. Whether you're testing product ideas, validating marketing campaigns, or training your sales team, these digital personas offer immediate access to contextual customer intelligence. This approach combines human-centered design methodology with a scalable AI infrastructure, making the ready to use twin product easy to integrate in your daily workflows and development processes.

The digital personas evolve with every interaction — becoming smarter, more relevant, and more aligned with actual user behavior. Thanks to the in-context Learning based on latent insight amplifiers (LIAs) they become a proactive driver for up-to-date customer information accessible for all employees — from product teams to marketing, from UX-design to leadership and strategy.

»Digital twins, or living persona approaches, are not only advantageous in the new way of exploring customer data, but are particularly important in terms of optimal dialogic “accessibility”, i.e. contextual availability in everyday decision-making by planning teams.«
Gerstheimer et al , S. 306, Entwerfen Entwicklen Erleben 2024, Dresden

Our solution

The Digital Customer Twin is a synthetic, AI-powered persona that transforms how companies understand, engage, and serve their customers. From sales enablement to multilingual rollout training, this solution enables organizations to drive AI transformation and benefit from better data-driven decisions and forecasting customer behavior. With interactive and immersive, real-time access to customer insights and seamless scalability, teams gain a powerful tool to enhance customer interactions, refine service design, and accelerate go-to-market strategies.

Combined with other AI extensions like the A11Y Checker, UX Writer, or Brand Value Validator, it’s a ready-to-implement foundation for organizational AI enablement. It streamlines processes like market research, brand management and enhances marketing campaign precision. The impact: cost savings, smarter customer communication, better decisions — and customer experiences that actually resonate with your target audience.

More Information: https://www.dx-i.com