Fireside Chat: Beyond Clicks: Decoding real-time Intent to prevent customer churn

• The Diagnostics: Moving beyond subjective design by using ISO 9241 and WCAG 2.1 to build an objective, compliant usability baseline.

• The Telemetry: Setting up a platform-agnostic framework with standardised tagging to track granular, real-time user actions instead of vanity metrics.

• The Interception: Translating struggle signals (like circular navigation or repeat errors) into automated, hyper-personalised customer nudges at the exact moment of frustration.