Banking On A Customer-Centric Approach To Data

Size: px
Start display at page:

Download "Banking On A Customer-Centric Approach To Data"

Transcription

1 Banking On A Customer-Centric Approach To Data

2 Putting Content into Context to Enhance Customer Lifetime Value No matter which company they interact with, consumers today have far greater expectations from their user experiences especially from their favored vendors. New, more technology savvy companies are raising the bar when it comes to customer service, helping to inflate your customers expectations. This is happening despite the fact that traditional banks have more information on their customers than these new players. Traditional banks need to use their customer knowledge and go beyond traditional thinking. The ideas of service is king and the customer is always right are being taken to a new level when it comes to providing the kind of experience needed to impress and retain customers today. While at the same time, banks need to keep in mind the best vehicle for information and offers, which are being consumed through a growing number of channels including mobile devices, social media, web, mail, , television, etc. Making broad offers through Banks and financial institutions can no longer treat or fixed channels once a perfectly view customers in aggregate, demographic categories. acceptable course of action Making broad offers through fixed channels once a perfectly acceptable course of action that, if done well, that, if done well, could help could help organizations keep their customers - now falls organizations keep their far short of what is needed to be an industry leader. customers - now falls far short of Financial organizations today need to see customers as what is needed to be an industry individuals who they know well, protect and serve like no leader. other. In order to succeed, banks must continue to be the trusted bank as always, protecting the customers financial and personal information. They need to understand their customers and know all aspects of that customer behavior, context, interests and preferences in order to properly wow them and turn them into loyal customers. They have to reach the right customers via the right channel, with the right content, at the right time to improve the customer experience, enhance brand loyalty, and increase the customer value something that sounds simple, but has proven elusive for many. Data + Context + Action = Better Content and Better Customer Experience Banks have so much information at their fingertips, but unless they can use this information quickly and effectively, it s wasted. For example, based on [customer] John s available information (i.e. location, engagement, transactional, CRM, website history, social ), you might have learned that he recently purchased a house. If you had merely looked at his age and income level, you might have sent content to John - via offers through , social, mail, etc. pertaining to loan options and mortgage-related products. How is this of any value to a new home owner? 2 Copyright 2014 NGDATA

3 Without understanding a particular customer s context, you have not delivered a timely nor appropriate content/offer for him. These offers would have been a lot more effective had your bank taken action and delivered these offers to John before he purchased a home, or while in the buying cycle. As a result, John s relationship with your brand diminishes, as he recognizes that you don t truly understand his needs. Or, for instance, you have a program where you offer a credit card to all customers. This involves a physical mailing, with all its printing, collating and postage charges. With no real connection between those customers who have taken you up on the offer, nor those who visited a website or called to inquire further, you continue to r offers until the program has run its course. This wastes money and likely annoys both those who have already taken you up on the offer, and those who will never take you up on that offer. With a deeper knowledge of the customer their likes, preferences and propensities and the resulting ability to focus on which ones were most likely to respond, and their preferred offer channel, you would have saved time, money and, perhaps even, a customer rant. Real-time Personalization As customers consume content via the various channels mentioned above, something critical is happening that customer is becoming a significant factor in a company s distribution or referral program. After all, it s the customer that ends up referring content on social platforms and word of mouth. It s critical, therefore, to build a personal relationship with your customers, one whereby you truly understand their needs and preferences. Technology companies built from the ground up to be data-driven are good examples of how customer experience management is a true asset. Take for instance, Google. Google gathers massive amounts of data about its users activities, locations, interests and more merely from its web activities. As a result, a user s experience with Google is more personalized than that of say, your bank. Google Now goes so far as to tell you today s weather before you start your day, how much traffic to expect before you leave for work, when the next train will arrive as you are standing on the platform, or your favorite team s score while they re playing. And the best part? All of this happens automatically, without any human interaction. Subscription-based companies must leverage the enormous amount of existing user data they have stored and are constantly receiving. This will enable them to create user experiences that are much more personalized than those created by technology companies that count merely on web traffic activity and information. The services and offers banks make must be as beneficial as a virtual, personal assistant. Because end users expectations of their vendors are increasing, and consumers have more of an affinity for those vendors that offer more pertinent information, instruction, and offers that add convenience to their lives. 3 Copyright 2014 NGDATA

4 Not Without Hurdles (Overcome-able Hurdles, no less) It is no secret that banks have much more data on their customers than technology companies which rely solely on website data for their personalization. This presents an exciting opportunity for banks to leverage their data to better personalize user experiences. However, it is clear that there are issues that banks have when dealing with that data, which include: Hundreds of internal data sources: The number of data sources is ever growing. After every M&A, banks add new systems and many more streams of data into their IT infrastructure. Each system and data store holds different information and a limited view of the consumer. The data could be stored in many forms including relational databases, XML data, Data Warehouses and enterprise applications such as ERP and CRM. This creates hundreds of data silos, each reflecting a small slice of the consumer. This fragmented data must be addressed in order to gain a better view of the customer. Growth of external and unstructured data: Banks also have a large amount of external and unstructured data about their customers in the form of tweets, Facebook posts, searches, website visits, streams, videos and so forth. In fact, a large portion of the data being created is either unstructured or semi-structured, and cannot be easily stored and analyzed using traditional systems. At the same time, the percentage of data that businesses can process is steadily decreasing as traditional systems, which are not designed for today s depth and breadth of unstructured data, are inadequate. Storing, indexing and analyzing massive data: Dynamically scaling storage capacity without any disruption to mission critical applications is a big challenge. Finding actionable insight among the massive structured and unstructured datasets, and delivering that with sub-millisecond latency is like finding a needle in a haystack. Being able to query data across multiple clusters of commodity servers and aggregate the results into meaningful insights is increasingly difficult with traditional technologies. Velocity of data creation: The speed of data creation across multiple channels is unprecedented. Banks need to be able to process data more quickly than in a batch mode or they will lose precious time in making offers to gain customer value. It has become critical to not only process static data and consumer profiles, but also their interactions with the data in real time so banks can gain actionable insights to make more timely offers. Fragmented view of consumer: Even if banks were to aggregate data from hundreds of internal and external sources and put it into a unified system such as Hadoop, the information would still be in multiple silos. Additionally, matching information about a customer from multiple data sources will be important especially down to the individual level. In a nutshell, simply integrating and aggregating data from multiple sources does not provide a single view of the customer something that is essential for more sophisticated personalized marketing and loyalty programs. 4 Copyright 2014 NGDATA

5 Organizational readiness and skillsets: The volume, velocity and variety of unstructured data makes it impossible for organizations to store, index, search and analyze massive amounts of data using traditional systems. In fact the traditional systems are inadequate for unstructured data, rapidly changing schema and elastic scaling of storage. On the other hand, most banks do not have sufficient organizational expertise and skillsets to deal with the complexities of Big Data management systems such as Hadoop. The learning curve, complexity of data management and need to integrate different modules from the Hadoop stack makes it necessary for banks to staff and have the right technology to pursue meaningful Big Data projects, where you can gain true customer intelligence. Banks used to have to rely solely on their customers intent, and product considerations and purchasing decisions were entirely customer-driven. Now, once you are able to acknowledge and overcome the hurdles, productively utilizing customer data can allow businesses to determine what a customer is most interested in and create a personalized experience where content, products and/or services are presented to customers before they even realize they need them. Key emerging truths Amidst the larger trends, challenges, and opportunities driving banking into the future, several key truths have emerged: Transactions are a source of intelligence. For many years, credit and debit card transactions were processing tasks to be recorded and stored. Now they are essential sources of data that can help you understand each customer s behavior, needs, habits, and preferences. As the primary holders of that data, banks are in the best position to wield that intelligence to better serve customers. Customers are demanding more control. Financial services is an increasingly self-service world, and customers expect services at their fingertips -- anytime and anywhere. Equally important, they want more choices, more convenience, more personalized offerings, and a more holistic view of their banking relationship across products, services, and organizational silos. Banks must accommodate these demands. Location is an increasingly important factor. To play a bigger role in each customer s financial life, you need to have greater awareness of where your customers are conducting their financial transactions. The gold standard for 1:1 marketing is to deliver the right offer to the right person at the right time -- and in the right place. Banks that can make use of location data have an advantage. Real time is the only time that matters. Integrating, analyzing, and acting on data from multiple sources can t happen fast enough. You need to be able to glean insights from multiple data streams and act on those insights immediately -- before opportunities are lost. Partnerships are necessary to growth. While banks possess the financial transaction data that can fuel new insights, turning those insights into new products and services requires a team of professionals with resources beyond the traditional banking world, including technologists, retailers, and telecommunications service providers. 5 Copyright 2014 NGDATA

6 Customer-Centric Banking Banks that can turn these truths into advantages will be more likely to succeed and prosper in the near future, ushering in the era of Customer- Centric Banking. This customer-centric strategy requires the anticipation of future needs looking at behavioral patterns, market trends, and user experiences for proactive measures to secure a personalized, unique and memorable experience across multiple channels. This, in turn, enables the customer to feel understood and valued, and more likely to develop a loyalty that will be a good basis for customer retention, up-selling and cross-selling. It also requires that companies go beyond placing customers in aggregate categories and create what NGDATA likes to call individual Customer DNA to specifically target content at the individual level, based on preferences derived from all available data sources. Customer DNA must include up-to-date, well-organized data points of each individual customer, prepared and ready to deliver content at the most appropriate time and place. No more hunting in pools of raw interaction data, no more batch processing or broad, static segmentation exercises companies now have access to thousands of relevant metrics for immediate action. By creating Customer DNA, companies can access all the data on a customer to predict the propensity they might have for any [new or existing] product, a service or a particular content offering. This propensity is calculated based on a number of machine learning algorithms, and also updated in real-time, using all incoming interactions. Data-driven Applications and Machine Learning for Customer Satisfaction and Privacy Thousands of companies are using big data and analytics to gain insight into their data. And while visualizing data can be helpful, graphs alone don t cut it. What businesses need are data-driven applications that help employees do their daily jobs better while wowing the customer. More importantly, these data-driven applications must be actionable and based on individual preferences. For instance, they should alert a marketing or salesperson each morning with a notification such as: Here are the 50 customers that might churn in the next 30 days. It is very likely that the customer would appreciate the effort of his bank to deliver a message or service that would give him a reason to stay. He knows you have sufficient information about him to deliver a more personalized experience now do it. This is how big data processing can create real business value by providing finite and actionable insights for employees that allow them to better serve their existing and prospective customers immediately. 6 Copyright 2014 NGDATA

7 Data-driven applications create true business value because they provide users with actionable tasks in real time, are scaled for the enterprise, and remove human subjectivity via machine learning. Machine learning encompasses the algorithms, optimization and learning tools that interact with the data, thereby eliminating any human interaction/intervention between the data being generated and the offers or services being delivered to the customers ensuring customer data remains secure and private. The sheer mass of data on customers is not possible to process in one data scientist s human brain. Machine learning must be used to analyze and deliver instruction on what should be done to better the business. So, instead of a data scientist looking deeply at a section of the data, the systems are looking at and devising outcomes from all the data mainly due to the ever growing volume of data and the need to quickly make something of it. And as more data is fed into the system, machine learning continues to get smarter to deliver the best, most relevant content to customers. But, as mentioned earlier, it doesn t make any sense to simply keep making graphs about data and big data. Graphs don t immediately change the situation, improve results nor increase customer experience. Companies need to focus on the business problem, have clear goals, and introduce data driven applications based on machine learning to deliver more automated and actionable results for the problems of the business. There are a lot of solutions available to work with big data, and now they are not only allowing the ability to search many of the databases that hold big data, but also aggregate, analyze and visualize that data. At the end of the day, the more content and data companies have on their customers, the better their ability to quickly drive actionable results and deliver greater revenue to the business, while ensuring privacy and convenience for the customer. But, remember, the key to delivering superior customer experience is to contextualize their data, and get personal understand your customer at the individual level, understand lifestyle to deliver products, services and content that are pertinent to them, via the right channel, at the right time. The end result is a happy customer and happy business! To discover more about NGDATA or how Lily Enterprise can help you solve your customer experience management challenges, please go to or contact us at info@ngdata.com. 7 Copyright 2014 NGDATA

8 NGDATA, Inc. All rights reserved.

Big Data, Big Banks and Unleashing Big Opportunities

Big Data, Big Banks and Unleashing Big Opportunities Big, Big Banks and Unleashing Big Opportunities Big, Big Banks and Unleashing Big Opportunities Big, Big Banks and Unleashing Big Opportunities A retailer using Big to the full could increase its operating

More information

Predicting & Preventing Banking Customer Churn by Unlocking Big Data

Predicting & Preventing Banking Customer Churn by Unlocking Big Data Predicting & Preventing Banking Customer Churn by Unlocking Big Data Customer Churn: A Key Performance Indicator for Banks In 2012, 50% of customers, globally, either changed their banks or were planning

More information

Turning Big Data into More Effective Customer Experiences. Experience the Difference with Lily Enterprise

Turning Big Data into More Effective Customer Experiences. Experience the Difference with Lily Enterprise Turning Big into More Effective Experiences Experience the Difference with Lily Enterprise Table of Contents Confidentiality Purpose of this Document The Conceptual Solution About NGDATA The Solution The

More information

Predicting & Preventing Banking Customer Churn by Unlocking Big Data

Predicting & Preventing Banking Customer Churn by Unlocking Big Data Predicting & Preventing Banking Customer Churn by Unlocking Big Data Making Sense of Big Data http://www.ngdata.com Predicting & Preventing Banking Customer Churn by Unlocking Big Data 1 Predicting & Preventing

More information

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing

White Paper. Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Marketing is rapidly approaching to what marketers have often dreamed

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

BIG DATA I N B A N K I N G

BIG DATA I N B A N K I N G $ BIG DATA IN BANKING Table of contents What is Big Data?... How data science creates value in Banking... Best practices for Banking. Case studies... 3 7 10 1. Fraud detection... 2. Contact center efficiency

More information

BUY BIG DATA IN RETAIL

BUY BIG DATA IN RETAIL BUY BIG DATA IN RETAIL Table of contents What is Big Data?... How Data Science creates value in Retail... Best practices for Retail. Case studies... 3 7 11 1. Social listening... 2. Cross-selling... 3.

More information

A PRACTICAL GUIDE TO MODERN MARKETING ANALYTICS

A PRACTICAL GUIDE TO MODERN MARKETING ANALYTICS A PRACTICAL GUIDE TO MODERN MARKETING ANALYTICS How marketing analytics becomes the next competitive weapon in building stronger customer relationships PUBLISHED BY US Headquarters StrongView Systems,

More information

White Paper. How Streaming Data Analytics Enables Real-Time Decisions

White Paper. How Streaming Data Analytics Enables Real-Time Decisions White Paper How Streaming Data Analytics Enables Real-Time Decisions Contents Introduction... 1 What Is Streaming Analytics?... 1 How Does SAS Event Stream Processing Work?... 2 Overview...2 Event Stream

More information

Past, present, and future Analytics at Loyalty NZ. V. Morder SUNZ 2014

Past, present, and future Analytics at Loyalty NZ. V. Morder SUNZ 2014 Past, present, and future Analytics at Loyalty NZ V. Morder SUNZ 2014 Contents Visions The undisputed customer loyalty experts To create, maintain and motivate loyal customers for our Participants Win

More information

5 Big Data Use Cases to Understand Your Customer Journey CUSTOMER ANALYTICS EBOOK

5 Big Data Use Cases to Understand Your Customer Journey CUSTOMER ANALYTICS EBOOK 5 Big Data Use Cases to Understand Your Customer Journey CUSTOMER ANALYTICS EBOOK CUSTOMER JOURNEY Technology is radically transforming the customer journey. Today s customers are more empowered and connected

More information

Management Information and big data in Insurance

Management Information and big data in Insurance Management Information and big data in Insurance New drivers to create business opportunities Fabrice Ciais DUBLIN 24 th April 2013 2013 Towers Watson. All rights reserved. CONTENTS Contents Introductions

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

IBM Software A Journey to Adaptive MDM

IBM Software A Journey to Adaptive MDM IBM Software A Journey to Adaptive MDM What is Master Data? Why is it Important? A Journey to Adaptive MDM Contents 2 MDM Business Drivers and Business Value 4 MDM is a Journey 7 IBM MDM Portfolio An Adaptive

More information

The Executive s CXM Strategy Guide

The Executive s CXM Strategy Guide The Executive s CXM Strategy Guide Cut through the CXM noise Customer Experience Management (CXM) is a strategy and practice for delivering online and offline customer experiences to acquire and retain

More information

SAP Solution Brief SAP HANA. Transform Your Future with Better Business Insight Using Predictive Analytics

SAP Solution Brief SAP HANA. Transform Your Future with Better Business Insight Using Predictive Analytics SAP Brief SAP HANA Objectives Transform Your Future with Better Business Insight Using Predictive Analytics Dealing with the new reality Dealing with the new reality Organizations like yours can identify

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

The Power of Personalizing the Customer Experience

The Power of Personalizing the Customer Experience The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

How To Get More Business From Big Data And Analytics

How To Get More Business From Big Data And Analytics ACQUIRE, GROW & RETAIN CUSTOMERS: The Business Imperative for BIG DATA & ANALYTICS INSIDESSS Introduction Page 2 The Four Benefits Page 3 Make Your Business Big Data & Analytics Driven Page 4 Acquire Page

More information

Hurwitz ValuePoint: Predixion

Hurwitz ValuePoint: Predixion Predixion VICTORY INDEX CHALLENGER Marcia Kaufman COO and Principal Analyst Daniel Kirsch Principal Analyst The Hurwitz Victory Index Report Predixion is one of 10 advanced analytics vendors included in

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

How To Transform Customer Service With Business Analytics

How To Transform Customer Service With Business Analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics

Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics BUYER CASE STUDY Cablecom Delivers Unique Customer Experience Through Its Innovative Use of Business Analytics Dan Vesset Brian McDonough IDC OPINION Global Headquarters: 5 Speen Street Framingham, MA

More information

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview

Harness the value of information throughout the enterprise. IBM InfoSphere Master Data Management Server. Overview IBM InfoSphere Master Data Management Server Overview Master data management (MDM) allows organizations to generate business value from their most important information. Managing master data, or key business

More information

Scalable Enterprise Data Integration Your business agility depends on how fast you can access your complex data

Scalable Enterprise Data Integration Your business agility depends on how fast you can access your complex data Transforming Data into Intelligence Scalable Enterprise Data Integration Your business agility depends on how fast you can access your complex data Big Data Data Warehousing Data Governance and Quality

More information

DATA-ENHANCED CUSTOMER EXPERIENCE

DATA-ENHANCED CUSTOMER EXPERIENCE DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within

More information

Delivering new insights and value to consumer products companies through big data

Delivering new insights and value to consumer products companies through big data IBM Software White Paper Consumer Products Delivering new insights and value to consumer products companies through big data 2 Delivering new insights and value to consumer products companies through big

More information

The Scientific Guide To: Email Marketing 30% OFF

The Scientific Guide To: Email Marketing 30% OFF The Scientific Guide To: Email Marketing 30% OFF Who is this guide for? All Marketing and ecommerce Managers at B2C companies. Introduction Science gives us the power to test assumptions by creating experiments

More information

Integrated Social and Enterprise Data = Enhanced Analytics

Integrated Social and Enterprise Data = Enhanced Analytics ORACLE WHITE PAPER, DECEMBER 2013 THE VALUE OF SOCIAL DATA Integrated Social and Enterprise Data = Enhanced Analytics #SocData CONTENTS Executive Summary 3 The Value of Enterprise-Specific Social Data

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

CONNECTING DATA WITH BUSINESS

CONNECTING DATA WITH BUSINESS CONNECTING DATA WITH BUSINESS Big Data and Data Science consulting Business Value through Data Knowledge Synergic Partners is a specialized Big Data, Data Science and Data Engineering consultancy firm

More information

Turning Big Data into a Big Opportunity

Turning Big Data into a Big Opportunity Customer-Centricity in a World of Data: Turning Big Data into a Big Opportunity Richard Maraschi Business Analytics Solutions Leader IBM Global Media & Entertainment Joe Wikert General Manager & Publisher

More information

CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION

CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

Adobe Analytics Premium Customer 360

Adobe Analytics Premium Customer 360 Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your

More information

WHITEPAPER. Analytics in CRM. Insights to Action

WHITEPAPER. Analytics in CRM. Insights to Action WHITEPAPER Analytics in CRM Insights to Action CONTENT 1. INTRODUCTION 1.1 Abstract 1.2 Purpose 1.4 Methodology 2. EXPECTATIONS AND CHALLENGES 2.1 Customer expectations 2.2 Customer Insights 2.3 Opportunities

More information

Transforming Data into Intelligence UNDERSTANDING CUSTOMERS AND REDUCING CHURN IN TELECOM S BIG DATA ERA A SCALABLE SYSTEMS WHITEPAPER ON TELECOM

Transforming Data into Intelligence UNDERSTANDING CUSTOMERS AND REDUCING CHURN IN TELECOM S BIG DATA ERA A SCALABLE SYSTEMS WHITEPAPER ON TELECOM Transforming Data into Intelligence UNDERSTANDING CUSTOMERS AND REDUCING CHURN IN TELECOM S BIG DATA ERA A SCALABLE SYSTEMS WHITEPAPER ON TELECOM EXECUTIVE SUMMARY The rapid expansion of device, application

More information

INTRODUCING RETAIL INTELLIGENCE

INTRODUCING RETAIL INTELLIGENCE INTRODUCING RETAIL GET READY FOR THE NEXT WAVE OF ANALYTICS IN RETAIL By: Dan Theirl Rubikloud Technologies Inc. www.rubikloud.com Prepared by: Laura Leslie Neil Laing Tiffany Hsiao WHAT IS RETAIL? Retail

More information

How To Use Social Media To Improve Your Business

How To Use Social Media To Improve Your Business IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Target and Acquire the Multichannel Insurance Consumer

Target and Acquire the Multichannel Insurance Consumer Neustar Insights Whitepaper Target and Acquire the Multichannel Insurance Consumer Increase Conversion by Applying Real-Time Data Across Channels Contents Executive Summary 2 Are You Losing Hot Leads?

More information

Leveraging Big Data and Customer Relationships. How Banks Can Benefit from the Mobile Wallet Opportunity

Leveraging Big Data and Customer Relationships. How Banks Can Benefit from the Mobile Wallet Opportunity Leveraging Big Data and Customer Relationships How Banks Can Benefit from the Mobile Wallet Opportunity Leveraging Big Data and Customer Relationships: How Banks Can Benefit from the Mobile Wallet Opportunity

More information

CREATING THE RIGHT CUSTOMER EXPERIENCE

CREATING THE RIGHT CUSTOMER EXPERIENCE CREATING THE RIGHT CUSTOMER EXPERIENCE Companies in the communications, media, and entertainment industries are using big-data technologies, user-centered design, and operational alignment methodologies

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

4How Marketing Leaders Can Take Control of Data for Better

4How Marketing Leaders Can Take Control of Data for Better Steps to Achieve Better Marketing Results 4How Marketing Leaders Can Take Control of Data for Better Marketing Performance and Customer Interactions As a marketing leader, you rely heavily on data to inform

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

Choosing A Customer Data Platform

Choosing A Customer Data Platform Choosing A Customer Data Platform Learn what makes a CDP work and how it can bring customer-driven marketing benefits to your marketing team. The Customer Data Platform Built for Marketers TABLE OF CONTENTS

More information

A financial software company

A financial software company A financial software company Projecting USD10 million revenue lift with the IBM Netezza data warehouse appliance Overview The need A financial software company sought to analyze customer engagements to

More information

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations

More information

Converged, Real-time Analytics Enabling Faster Decision Making and New Business Opportunities

Converged, Real-time Analytics Enabling Faster Decision Making and New Business Opportunities Technology Insight Paper Converged, Real-time Analytics Enabling Faster Decision Making and New Business Opportunities By John Webster February 2015 Enabling you to make the best technology decisions Enabling

More information

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide

Discover How a 360-Degree View of the Customer Boosts Productivity and Profits. eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits eguide eguide Discover How a 360-Degree View of the Customer Boosts Productivity and Profits A guide on the benefits of using

More information

The 4 Pillars of Technosoft s Big Data Practice

The 4 Pillars of Technosoft s Big Data Practice beyond possible Big Use End-user applications Big Analytics Visualisation tools Big Analytical tools Big management systems The 4 Pillars of Technosoft s Big Practice Overview Businesses have long managed

More information

Customer loyalty is hard to come by: Technology is the answer

Customer loyalty is hard to come by: Technology is the answer Customer loyalty is hard to come by: Technology is the answer CARD LINKED MARKETING Gone are the days when a customer would stay with the same bank for 20+ years, taking out mortgages, loans and making

More information

4 Ways Retailers Can Beat the Competition. (With Data They Already Have)

4 Ways Retailers Can Beat the Competition. (With Data They Already Have) 4 Ways Retailers Can Beat the Competition (With Data They Already Have) On the surface, the retail data playing field looks fairly level. From big-box retailers like Walmart to small, independent boutiques,

More information

connected through every banking channel consistent customer experience Your business technologists. Powering progress

connected through every banking channel consistent customer experience Your business technologists. Powering progress connected consistent customer experience through every banking channel Your business technologists. Powering progress Banking customers are changing The rise of the mobile smart device has changed everything.

More information

How To Use Big Data To Help A Retailer

How To Use Big Data To Help A Retailer IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the

More information

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer marketzone Marketers today live in the world of the always-connected customer... and cannot afford to waste dollars on campaigns that may or may not be working. Marketers today live in a fast-paced world

More information

Managing the Next Best Activity Decision

Managing the Next Best Activity Decision Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the

More information

PDF PREVIEW EMERGING TECHNOLOGIES. Applying Technologies for Social Media Data Analysis

PDF PREVIEW EMERGING TECHNOLOGIES. Applying Technologies for Social Media Data Analysis VOLUME 34 BEST PRACTICES IN BUSINESS INTELLIGENCE AND DATA WAREHOUSING FROM LEADING SOLUTION PROVIDERS AND EXPERTS PDF PREVIEW IN EMERGING TECHNOLOGIES POWERFUL CASE STUDIES AND LESSONS LEARNED FOCUSING

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

10 Strategies for an Award-winning Onboarding Process

10 Strategies for an Award-winning Onboarding Process 10 Strategies for an Award-winning Onboarding Process WHITE PAPER MARKETING SERVICES In December 2011, Harland Clarke Marketing Services received the prestigious Gold Award for Marketing Strategies from

More information

Cloud Analytics Where CFOs, CMOs and CIOs Need to Move To

Cloud Analytics Where CFOs, CMOs and CIOs Need to Move To Cloud Analytics Where CFOs, CMOs and CIOs Need to Move To IN PARTNERSHIP WITH Analytics and the Speed Advantage Introduction Three recent workplace trends the growth of the mobile revolution, the emergence

More information

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com

Decisyon/Engage. Connecting you to the voice of the market. Contacts. www.decisyon.com Connecting you to the voice of the market Contacts www.decisyon.com Corporate Headquarters 795 Folsom Street, 1st Floor San Francisco, CA 94107 1 844-329-3972 European Office Viale P. L. Nervi Directional

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING 03-03-10 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING Duane E. Sharp INSIDE The CRM Solution; Customer Feedback; Defining the Customer;

More information

Apigee Insights Increase marketing effectiveness and customer satisfaction with API-driven adaptive apps

Apigee Insights Increase marketing effectiveness and customer satisfaction with API-driven adaptive apps White provides GRASP-powered big data predictive analytics that increases marketing effectiveness and customer satisfaction with API-driven adaptive apps that anticipate, learn, and adapt to deliver contextual,

More information

Marketing Report 2015

Marketing Report 2015 The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow

More information

IBM Software Group Thought Leadership Whitepaper. IBM Customer Experience Suite and Real-Time Web Analytics

IBM Software Group Thought Leadership Whitepaper. IBM Customer Experience Suite and Real-Time Web Analytics IBM Software Group Thought Leadership Whitepaper IBM Customer Experience Suite and Real-Time Web Analytics 2 IBM Customer Experience Suite and Real-Time Web Analytics Introduction IBM Customer Experience

More information

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company enliven CEM An enterprise grade Customer Experience Management Solu

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center

More information

The Definitive Guide to Data Blending. White Paper

The Definitive Guide to Data Blending. White Paper The Definitive Guide to Data Blending White Paper Leveraging Alteryx Analytics for data blending you can: Gather and blend data from virtually any data source including local, third-party, and cloud/ social

More information

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics

THE STATE OF Social Media Analytics. How Leading Marketers Are Using Social Media Analytics THE STATE OF Social Media Analytics May 2016 Getting to Know You: How Leading Marketers Are Using Social Media Analytics» Marketers are expanding their use of advanced social media analytics and combining

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

How To Listen To Social Media

How To Listen To Social Media WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

BANKING ON CUSTOMER BEHAVIOR

BANKING ON CUSTOMER BEHAVIOR BANKING ON CUSTOMER BEHAVIOR How customer data analytics are helping banks grow revenue, improve products, and reduce risk In the face of changing economies and regulatory pressures, retail banks are looking

More information

How Big Is Big Data Adoption? Survey Results. Survey Results... 4. Big Data Company Strategy... 6

How Big Is Big Data Adoption? Survey Results. Survey Results... 4. Big Data Company Strategy... 6 Survey Results Table of Contents Survey Results... 4 Big Data Company Strategy... 6 Big Data Business Drivers and Benefits Received... 8 Big Data Integration... 10 Big Data Implementation Challenges...

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Engagements The Key to Understanding the Customer Journey: What to Measure and Why

Engagements The Key to Understanding the Customer Journey: What to Measure and Why The Key to Understanding the Customer Journey: What to Measure and Why Prem Uppaluru, President & Chief Executive Officer To date, contact-center technology has mainly focused on cost and operational efficiency:

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Developing a Credit Card Strategy Leveraging Big Data

Developing a Credit Card Strategy Leveraging Big Data Elan Financial Services 2014 Developing a Credit Card Strategy Leveraging Big Data Big data presents great opportunity for targeting and incentivizing customers with valuble card offers. By Elan Financial

More information

Microsoft Dynamics CRM Solutions for Retail Banking

Microsoft Dynamics CRM Solutions for Retail Banking Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and

More information

Predictive Customer Intelligence

Predictive Customer Intelligence Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics

More information

How To Get Started With Customer Success Management

How To Get Started With Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 How To Get Started With Customer Success Management Table Of Contents Four Actionable Steps To Setting Up Your Customer

More information

The Customer and Marketing Analytics Maturity Model

The Customer and Marketing Analytics Maturity Model EBOOK The Customer and Marketing Analytics Maturity Model JOE DALTON, SMARTFOCUS $ INTRODUCTION Introduction Customers are engaging with businesses across an increasing number of touch points websites,

More information

Current Challenges. Predictive Analytics: Answering the Age-Old Question, What Should We Do Next?

Current Challenges. Predictive Analytics: Answering the Age-Old Question, What Should We Do Next? Predictive Analytics: Answering the Age-Old Question, What Should We Do Next? Current Challenges As organizations strive to meet today s most pressing challenges, they are increasingly shifting to data-driven

More information

For healthcare, change is in the air and in the cloud

For healthcare, change is in the air and in the cloud IBM Software Healthcare Thought Leadership White Paper For healthcare, change is in the air and in the cloud Scalable and secure private cloud solutions can meet the challenges of healthcare transformation

More information

PAST PRESENT FUTURE YoU can T TEll where ThEY RE going if YoU don T know where ThEY ve been.

PAST PRESENT FUTURE YoU can T TEll where ThEY RE going if YoU don T know where ThEY ve been. PAST PRESENT FUTURE You can t tell where they re going if you don t know where they ve been. L everage the power of millions of customer transactions to maximize your share of customer travel spend. Vistrio

More information

Data Analytical Framework for Customer Centric Solutions

Data Analytical Framework for Customer Centric Solutions Data Analytical Framework for Customer Centric Solutions Customer Savviness Index Low Medium High Data Management Descriptive Analytics Diagnostic Analytics Predictive Analytics Prescriptive Analytics

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Unlock the business value of enterprise data with in-database analytics

Unlock the business value of enterprise data with in-database analytics Unlock the business value of enterprise data with in-database analytics Achieve better business results through faster, more accurate decisions White Paper Table of Contents Executive summary...1 How can

More information

Big Data overview. Livio Ventura. SICS Software week, Sept 23-25 Cloud and Big Data Day

Big Data overview. Livio Ventura. SICS Software week, Sept 23-25 Cloud and Big Data Day Big Data overview SICS Software week, Sept 23-25 Cloud and Big Data Day Livio Ventura Big Data European Industry Leader for Telco, Energy and Utilities and Digital Media Agenda some data on Data Big Data

More information

Technology Trends in Mortgage Lending - Mortgage Marketing

Technology Trends in Mortgage Lending - Mortgage Marketing Technology Trends in Mortgage Lending - Mortgage Marketing Amit Mookim, Manoj Ramachandran Mortgage Marketing takes Centre-stage: Introduction Till a few years ago, one could say that mortgage lenders

More information