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TCS Customer Intelligence & Insights™ (CI&I) for Banking

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Overview

Today’s financial industry is faced with several challenges from budget cuts and increased competition to a growing demand for digital-first customer experiences. Banks and financial institutions need to increase agility and quickly respond to customers changing expectations to compete effectively with traditional financial service providers and nontraditional providers such as Apple, PayPal, Google, and Facebook.

To better serve today’s digitally empowered consumers, banks must understand and engage with customers across all digital and physical touchpoints with timely contextual actions, offers, and services that harness the potential of connected banking. To deliver the hyper-personalized products, services and experiences today’s customers expect across their unique journeys, banks need an in-depth understanding of individual customer personas, their life goals and lifestyle needs.

TCS’ Customer Intelligence & InsightsTM (CI&I) for banking is customer analytics software built specifically for improving the customer experiences in retail-consumer, small to midsize business (SMB) and corporate banking. CI&I applies advanced analytics and machine learning techniques to provide a 360 degree profile of each customer. It discovers customer personas, enables dynamic customer segmentation, maps customer onboarding journeys, and generates highly relevant, contextual next best offers and actions while protecting customer privacy that comply with global privacy regulations.

CI&I’s pre-built use cases sit on an extensible enterprise platform that is designed to monitor, manage, and optimize the customer experience in real time. It enables banks to better understand their current and potential customers, identify and capitalize on opportunities faster, and build loyalty and value with every customer interaction.

CI&I for banking differentiates in the market by providing a unique combination of:

  1. Prebuilt use cases built on domain specific analytics that enables automatic persona discovery, hyper personalized recommendations, customer 360 views, deep segmentation, real-time contextual offer recommendations and customer journey analysis that deliver actionable and timely insights.
  2. An open source, extensible IoT-ready platform that easily integrates existing and emerging IT environments and delivers insights to front-line stakeholders and systems such as mobile apps, websites, chatbots, tellers, marketing automation systems, and more.

Key Features

·Customer 360: Gain detailed insights into each customer’s profile, accounts, activities, offers, preferences, loyalty interactions, and selling opportunities.

·Customer Base Analysis: Get a holistic perspective of the entire customer base, or segments, including profiles, preferences, activities, KPIs, product white space, responses to offers, etc. for insights on how the business is performing.

·Digital Persona Discovery and Analysis: Discover customer personas from enterprise data to fine tune engagements.

·Behavior & Propensity Modeling: Gain insights into product affinities, future customer behaviors and propensities.

·Customer Product Journey Experience: Get visibility and track customer on-boarding journeys and metrics across product mix.

·Real-time Contextual Recommendations and Next-best Actions: Get model-driven recommended actions and offers for retention, up-sell and cross sell opportunities.

·Event-based Marketing: Perform personalized marketing by configuring and tracking customer financial and life events for segmentation and reporting.

·Customer Segmentation: Leverage customizable customer segmentation capabilities for exporting targeted customer lists for marketing.

·Operational Dashboards: Access a wide range of reports and dashboards for tracking operational metrics.

·Alerts and Notifications: Improve customer experience and product journeys based on CI&I’s KPI and rule base alert framework.

·Service Request & Complaint Analysis: Gain visibility into and analysis of customer service metrics.

Call to Action: Drive improved customer-centric operations with configurable calls to action designed to notify front-line systems for managers, tellers, and call centers with recommendations for targeted actions and offers.

Key Benefits

The TCS CI&I for banking solution lets executive stakeholders (CMOs, CEOs, CEO, Marketing SVP/VP/Director, Customer Experience Officer/Executives, etc.) accelerate digital transformation with a purpose-built software solution that includes analytical models and use cases designed specifically for financial institutions’ customer experience (CX) needs.

IT departments benefit from CI&I for banking’s open source, one-stop data management and advanced analytics foundation that leverages existing IT investments, is easily extensible through APIs, and enables rapid development and deployment of use cases.

Business users of CI&I for banking gain a customer analytics solution purpose-built for banks and financial services organizations that is easy to use with built-in analytics – no need for data scientists to develop analytics “from scratch”. And it easily integrates with front end systems, such as marketing automation systems, CRMs, email, etc.

CI&I for banking's unique architecture, pre-built use cases, reports, dashboards, smart workflows, and an extended web services library lets users add custom use cases, accelerate ROI, and enable seamless integration into existing infrastructures and other applications.

With TCS CI&I for Banking financial institutions can achieve:

  • Improved teller and call center interactions
  • Improved customer loyalty and retention
  • More precise targeting based on customer characteristics and preferences
  • Higher share-of-wallet/CLTV
  • Higher conversion rates for product offers
  • Quicker time-to-market for campaigns
  • Higher return on investment for marketing initiatives (ROMI)
  • Optimized customer communications channel usage
  • Reduced churn and defections
  • Improved onboarding efficiency and customer satisfaction
  • Decreased complaints
  • Increased customer satisfaction measures (NPS, CSAT)