Personalized Customer Experience Management
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1 Personalized Customer Experience Management Prithvijit Roy CEO & Co-Founder, BRIDGEi2i 2014 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved
2 Personalized Customer Experience A BARTENDER A BARBER A HOTEL PORTER A BOOKSTORE WHERE DOES ANALYTICS HELP? 2
3 Data tells you more about your Customer 3 Market Researc h Data Segment Profile Web Data Web Profile CRM Data CRM Profile Customer Profile Social Data Social Profile
4 Experience matters for all Customers 4
5 Illustration 1 Enhancing Student Experience The Problem 30% child attrition at a global chain of childcare centre What is impacting the child / parent experience and driving attrition - Teacher quality, pricing, or other factors? The Analytics Solution Segment similar centers by looking at similar demographic and performance patterns Develop a predictive profile of children most likely to attrite Plan specific campaigns to drive retention Students Impact on Customer Experience Happier children and parents Improved loyalty and learning for the children 5
6 Illustration 2 Enhancing Employee Experience The Problem Improve employee engagement and effectiveness across employee lifecycle The Analytics Solution Identifying trends and triggers from employee feedback from surveys, s, exit interviews etc. Segment employees based on similar demographic and performance characteristics; plan interventions across employee life-cycle Impact on Customer Experience More engaged employees Reduced attrition for the company Employees 6
7 Illustration 3 Enhancing Shopper Experience The Problem Drive Personalized advertisements online that are relevant for consumers The Analytics Solution Assess customer browsing behaviours from various DMPs and cookies Use machine learning qualification algorithm to score particular products/segments Drive impressions and leads based on the browsing behaviour Impact on Customer Experience Retail / Ecommerce / Media Customer More targeted and in-time advertisements with specific discounts and increase conversion 7
8 Analytics enabling Personalized Customer Experience Data Information Patterns Customer experience personalization tool box The Impact Customer retention & loyalty The right components The right balance The toolbox The revelation Market data CRM data Website traffic Social data Support logs Data management and visualization to identify underlying patterns from disparate data Behaviour Modelling and Personalization Decision Engines embedded into business for operationalization of Analytics The desired result
9 The Personalization Toolbox Unveiled Classify and Segment Identify Drivers Mine Sentiments Recommend Conversion Rate CUT- OFF HIGH AGE (55-83) MARITAL STATUS (Married) Credit Balance >= 50K USD EDUCATIOON (College+) Who? What? LOW What? How? Predict customer needs and drive personalized actions leveraging behavioural information 9
10 Customer buying journey Meet Alex!! Records the Call for improved customer experience Personalized offers for you. Free Graphics software with your laptop Recommended product for you. Tablet for your growing kid Survey and Feedback taken into the loop to improve experience NEED SEARCH RESEARCH COMPARE PERSONALIZE PURCHASE FEEDBACK 10
11 Multiple Personalization opportunities Classify and Segment Identify Drivers Personalized Recommendations Track and Feedback Microsegmentation of ecommerce customer base Segments with significant variation of attitude towards technology adoption and buying pattern Identify drivers and purchase triggers Targeted Cross sell and Up sell Campaigns Product recommendation algorithm based on product association, sequence of purchase and life stage generating targeted offers X% discount + Free goodies only for you Track customer experience surveys and reviews and feed it back in the recommendation algorithm Improved customer experience and understand lifetime value 11
12 The Impact For the Customer A better and more personalized Experience Evaluate For the Business More Customers Disposal Marketing Purchase Install More Revenue from Customer Support Interact Usage Add Customer at a Lower Cost 12
13 Analytics - A look into the future Advanced Pervasive Invisible Gartner Identifies the Top 10 Strategic Technology Trends for 2015 Source - 1
14 Bridging the gap between INFORMATION and IMPACT through INSIGHTS Behavioural Modelling and Personalization : BRIDGEi2i BRIDGE i2i follows all data privacy regulations and restrictions and ensures that no data is used without prior permission
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