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Customer Journey Simulation and Deviation Analysis with Enterprise Digital Twin

Senthilvelan Natarajan

Global Head – AI Platform Solutions, Communications, Media and Information Services Business Unit, TCS

Kaustav Bhattacharya

Product Manager, TCS Enterprise Digital Twin

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E2E enterprise visibility for CSPs without operation disruption or heavy spend

Enterprise Digital Twin is differentiated by its ability to preemptively detect deviations in purchase/usage/support pathways in real time. Leveraging the latest in AI and enterprise simulation and modeling, it helps in mass-customizing journeys, delivering superior experiences and avoiding opportunity losses, improving profitability in a competitive landscape. Digital Twin technology can help CSPs:

  • Aggregate business and technical events for real-time correlation with customer journey, creating a single cross-functional view
  • Simulate and track correlated customer journeys using AI-based hybrid decision engine
  • Predict, track and report deviations, trigger next-best actions towards corrective resolutions
  • Simulate macro trends like competitor actions and emerging technologies, and micro factors like inventory availability and resource performance; discern impact
  • Calculate the best journey performance metrics using machine learning, so that systems meet customer expectations

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