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Highlights

  • Customers today expect retailers to deliver personalized experiences that align to their individual needs, values and preferences. ​

  • Many retailers, however, lack the unified customer 360° view needed to deliver personalized experiences that build emotional loyalty.​

  • TCS Customer Intelligence & Insights™ for retail is an AI-driven customer analytics, real-time CDP, and intelligent loyalty software solution that enables retailers to deliver hyper-personalized customer experiences that grow customer value and achieve loyalty as an outcome.

In this article

Challenge
Solution
Benefits
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Challenge

Retail customers expect brands to do more to earn their long-term loyalty. They want to feel understood and choose to do business with brands they trust and whose values align with their own. ​

Many brands, however, struggle to understand their customers and deliver relevant services, products, and experiences at the right time via customers' preferred channels. They do not have the data-driven insights into customer behavior and interests to tailor experiences, offers, and information to an audience of one.​

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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 retail use cases.

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

Journey to hyper-personalization

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