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

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Today’s financial environment is changing more drastically and rapidly than ever. Banks and financial institutions need to increase agility and adapt to rising expectations of a growing base of digitally savvy customers.

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. Navigating these emerging dynamics requiresbanks to reimagine customer centricity to understand individual customer personas, their life goals and lifestyle needs in order to provide a highly tailored experience that connects the consumer across their individual and unique journeys.

TCS’ Customer Intelligence & Insights (CI&I) for Banking is a customer analytics software purpose- built to empower consumer, SMB and corporate banks to deliver hyper personalized connected banking experiences to their customers and grow into the emerging world of connected banking. CI&I for Banking applies advanced analytics and machine learning techniques to provide 360 analytic profile of each customer, discovers customer personas, enables dynamic customer segmentation, maps their onboarding journeys, and generates highly relevant, contextual next best offers and actions while protecting customer privacy as per the global privacy regulations.

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

Marketers and business users can use CI&I for Banking to fully manage the customer experience in alignment with their business goals.

Customer Analytics - Activate deep customer insight and foresight:

  • Customer Base Analytics
  • Customer Scoring
  • Digital Persona
  • Propensity Modeling
  • Behavior Modeling
  • Experience Alerts
  • Next Best Offer Recommendations

Marketing Analytics - Increase conversion and acquisition with better targeting:

  • Dynamic Segmentation
  • Event Based marketing

Operational Analytics - Improve operation efficiency through better process visibility

  • Customer Journey Analysis
  • Service Request and Complaint Analysis
  • Alerting Framework

Contextual Recommendations - Deliver "in-the moment" real-time system-recommended contextual offers to customers:

  • .Next-best Action Recommendations
  • Real-time Contextual Recommendations
  • Alerts with Configurable Calls to Action

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’ 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, which is easily extensible through APIs, and enables rapidly development and deployment of use cases.

Business users of CI&I for Banking gain a customer analytics solution purpose-built for banks, financial services and insurance 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 let 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 customer loyalty and retention
  • More precise targeting based on customer characteristics and preferences
  • Higher share-of-wallet/CLTV
  • Higher conversion rates for product offers
  • More products per customer
  • Quicker time-to-market for campaigns
  • Higher ROMI
  • Optimized customer communications channel usage
  • Reduced churn/defections
  • Increases onboarding process efficiency and satisfaction
  • Decreased complaints
  • Increased customer sat measures (NPS, CSAT)

CI&I for Banking is backed by TCS’ Experience Certainty commitment and award-winning expertise demonstrated in serving the technology needs of the global retail banking market.