Challenge

The future belongs to the retailers that deliver the most personalized, timely, and seamless customer experiences across all digital and physical channels. However, many retailers lack a single, 360° customer view nor can they understand the behaviors, preferences, goals, and sentiments of customers who engage with their brand. As a result:​

• CMOs are unable to provide relevant journey interactions that build enduring customer loyalty.​

• Marketers cannot effectively predict customers likely to churn, initiate retention programs, or create event-driven loyalty programs that cater to customers’ emotions, needs, and beliefs. ​

• Chief Data Officers struggle to unify data insights across siloed MarTech stacks to deliver frictionless, hyper-personalized omnichannel experiences. ​  

• CIOs are unable to combine customer analytics and loyalty member data in a single report for strategic decision making.

Solution

TCS Customer Intelligence & Insights™ (CI&I) for retail is an extensible, AI/ML enabled customer analytics solution that helps retailers deliver rewarding customer experiences, increase loyalty through hyper-personalization, and drive top-line growth with integrated, out-of-the-box software customer analytics software.

CI&I for retail uniquely combines a real-time CDP, AI-driven customer analytics, and loyalty management into one powerful software solution tailored specifically for retail. 

• Its real-time CDP collects and unifies multi-source customer data and makes it available to CI&I’s customer analytics and other systems of insight and engagement. 

• CI&I customer analytics leverages AI and ML for actionable insights, predictions, and next-best offers and recommendations. 

• And CI&I loyalty management uses data-driven insights to deliver innovative, personalized, and purpose-driven loyalty programs that build strong emotional connections, inspire customers, and drive lasting loyalty.

Unlike large, complex technology platforms, or standalone point solutions that don’t integrate with other systems, CI&I for retail is modular, built on open-source components, and IoT ready. It includes pre-built retail use cases to improve targeting, increase engagement, enhance customer experiences, and drive conversions. It also enables users to develop their own use cases for additional analytics initiatives. 

CI&I Active journey orchestration tracks and identifies critical customer interactions across all physical and digital touchpoints in the customer journey for contextual engagement, real-time recommendations, and faster and higher ROI.

Benefits

• Faster time-to-value with purpose-built CX use cases for retail​

• Better understanding of customer preferences and behaviors with AI-driven analytics 

• Improved customer engagement via proactive nudges and next-best actions  

• Increased customer lifetime value (CLV) with hyper-personalized experiences  

• Increased loyalty program participation rates with innovative loyalty programs 

• Optimized and unified loyalty and Mar-tech stack to serve current and future loyalty management needs 

• Data leveraged wherever it stays without the need for data duplication