Customer Intelligence & Insights™ for banking
AI-driven insights for personalized banking CX
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Highlights
- Customers expect the same personalized services, products, and advice from their bank as they get from other industries.
- Unfortunately banks struggle in this department because of data silos.
- TCS Customer Intelligence & Insights™ for banking customer analytics and CDP software provides out-of-the-box use cases that enable banks to develop real-time insights, predictions, and recommended actions for hyper-personalized customer experiences in retail, SMB, and commercial banking.
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Challenge
Customers expect the same personalized services, products, and advice from their bank as they get from other industries. Unfortunately, many banks struggle to gain visibility across data silos to understand customer behaviors, sentiments, and preferences. They are unable to personalize customer engagement and offers in real time to deepen customer relationships and grow customer lifetime value (CLV).
Relationship managers do not have the real-time, data-driven insights needed to engage effectively with customers throughout their customer journeys.
Marketing professionals are unable to proactively target the right customers with the right banking products and services via customers’ preferred channels.
Risk managers are ineffective at reducing customer default, predicting early pay-off, and monitoring portfolios.
Solution
TCS Customer Intelligence & Insights™ for banking is a flexible customer analytics and real-time CDP software solution with prebuilt use cases for banking. CI&I collects and unifies first party and multisource customer data and makes it available to CI&I customer analytics and other systems of insight and engagement – enabling banks to improve customer cross sell, upsell, CX, and retention while reducing loan defaults.
CI&I is powered by a robust underlying platform that provides advanced AI/ML capabilities. Its pre-built use cases for banking sit on an extensible enterprise platform that monitors, manages, and optimizes the customer experience in real time. CI&I 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.
Figure 1 - Architecture of TCS’ Customer Intelligence & Insights™ for banking customer analytics and CDP software.
TCS’ Customer Intelligence & Insights™ (CI&I) for banking offers hyper-personalized connected customer experiences across different channels. The architecture includes customer touchpoints like branches, mobile, ATMs, call centers, and virtual assistants. The CI&I for banking platform offers customer analytics, marketing analytics, operational analytics, and lending risk analytics. TCS’ Connected Intelligence Platform (CIP) is integrated with the CI&I platform, and it offers features such as data ingestion and management, data security and privacy, customer data lake, AI-ML analytics workbench and XAI, real-time decisions orchestration, data services, and containerized deployment. The insights consumption function features marketing automation, email marketing, campaign management, content management, and reports and visualization. The inbound data unifies first-party and multisource customer data coming in from a CRM, core banking, customer channels, campaign management, ODS/MDM, and external data.
Benefits
Faster time-to-value with industry-specific use cases
Integrated 360° customer view for hyper-personalized CX
Improved cross-sell and upsell with AI-driven next-best actions and offers
Reduced risk with prediction of customer’s likelihood to default or pay-off loans early
Reduced churn with personalized customer experiences and proactive engagement
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