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    What we do
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      TCS is here to make a difference through technology.

      Leading the way in innovation for over 55 years, we build greater futures for businesses across multiple industries and 55 countries.

      Discover all solutions
    • Industries
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      We deliver excellence and create value for customers and communities.

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      05 May 2025 Jazeera Airways Partners with Tata Consultancy Services to Power AI-led Transformation, Reimagine Digital Customer Experience
      02 May 2025 IBM, Tata Consultancy Services and Government of Andhra Pradesh to Deploy India’s Largest Quantum Computer in the Country’s First Quantum Valley Tech Park
      30 Apr 2025 TCS Collaborates with SAP to Enable Enterprise-wide GenAI and Cloud Adoption For its Customer
      View all
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      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      23 Apr 2025 TCS Partners with Google Cloud on Agent-to-Agent Interoperability Protocol to Drive Future-Ready Enterprises
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      View all
    • Analyst recognition

      Recent recognitions

      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
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      11 Jun 2025 TCS and PTC Present the North America Leadership Forum 2025
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    • TCS IN THE NEWS

    Share Analytics - The Key to Customer Experience and Loyalty | Seeta Hariharan
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    Analytics: The Key to Customer Experience and Loyalty

     

    Retail Online Integration

    In this article, Seeta Hariharan, VP & Head of TCS’ Digital Software & Solutions Group discusses analytics as a significant factor for enhancing customer experience and cultivate loyalty.

    Excerpts:

    Businesses that understand customer needs provide a memorable experience and cultivate loyalty. These successful companies have shifted from gut-based to fact-based decision making by capitalizing on customer insights, and are leaps and bounds ahead of the competition.

    While it's easier for smaller businesses to get to know each of their customers intimately, companies of all sizes can also obtain a 360-degree view of their customers. With the right digital tools and insights, retailers can make customers feel special, listened to and cared for. It's this familiar and emotional experience, based on customer intelligence and insights, which ultimately cultivates fierce loyalty that will last a lifetime.

    Personalization is Paramount
    Retailers are looking for ways to win over consumers, whether it's in-store, online, at a kiosk or on the phone. Data-driven insights prime marketers to generate the offer that's most relevant for each individual customer to increase product upsell and cross-sell opportunities. The ability to customize offerings and promotions helps retailers stand out from the pack.

    Right Product, Right Time, Right Channel
    Traditionally thin margins, complicated by increased pricing competition from internet retailers, have driven companies to search for every cost savings opportunity available. With a clear understanding of customer behavior, retailers have the ability to predict future shifts in product purchasing. This allows them to align supply and demand to stock shelves and online distribution centers based on insights, which leads to more accurate inventory levels across channels. Retailers can also use dynamic pricing to direct consumers to the desired channel, such as online purchase or in-store if that's where the stock resides.

    Enhance Customer Loyalty
    A top objective for retailers is building trusted relationships with their customers over time. By integrating customer insights into cross-channel loyalty and rewards programs, retailers can leverage data to generate offers that are targeted, personalized, relevant and timely.

    Digital Transformation: A Strategy for Success
    These are elements of a successful customer experience and can be obtained by leveraging digital technologies to inform operational business decisions. A digital transformation enables retailers to provide customers with a seamless omnichannel experience by predicting their preferences, anticipating price issues, customizing offerings, fostering loyalty and maximizing lifetime customer relationships. It's a win-win for everyone.

    Read the complete article here.

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