Challenge

In an era where buyers spend most of their time on the internet engaging with online reviews, social feeds and advertisements, retailers need to approach customers differently and engage them strategically. To maintain profitability and gain market share, retailers need a 360-degree customer view and the ability to discover key personas. They must be able to map customer journeys and gain real-time predictive insights to design products and personalize offers that align with customer goals.

TCS Solution

TCS Customer Intelligence & Insights™ for Retail customer analytics helps retailers deliver personalized experiences. Built on open source, it includes out-of-the-box use cases to improve targeting, increase engagement and enhance the customer experience. With CII for Retail, the organizations can:

• Discover enriched digital personas using qualitative and quantitative data
• Deliver product recommendations across preferred channels
• Get customer journey insights based on past shopping journeys and end-to-end modeling
• Deliver personalized experiences based on rules or system-recommended next-best action

Benefits

• Improve campaign targeting by developing a deeper understanding of customers
• Uncover opportunities to engage shoppers with popular and profitable customer journeys
• Maximize Return on Investment with open-source components and pre-built retail use cases
• Get next best offers/recommendations with pattern matching and shopping basket analysis
• Increase customer lifetime value by delivering personalized experiences to build loyalty