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.

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