Scaled from 3 to 10+ use cases
Unified Customer 360 platform
Integrated data
Enhanced personalization
The challenge
Transforming customer engagement with data-driven insights
A Fortune 50 retail bank with over 200 million customers struggled with fragmented data and siloed systems, hindering personalized service. The in-house analytics team faced growing pressure to meet increasing demand for insights, leading to delays and inefficiencies. To overcome these challenges, the bank sought an advanced, data-driven solution to enhance customer engagement and streamline decision-making.
Key challenges
Fragmentation blocked unified profiles and personalization
Rule-based methods caused inefficiencies and delays
Analytics struggled with rising demand
The solution
Delivering comprehensive customer insights with AI
Unified customer profiles
Centralized customer profiles for cross-team access
Real-time updates post-interaction
Streamlined team collaboration
AI-driven efficiency
Automated customer communications
Enabled self-serve analytics for routine tasks
Leveraged AI for faster insights and scalability
Implementation approach
1
AI-driven analytics
Enabled self-serve analytics for business teams
Freed analytics team for complex insights
Automated routine analyses for efficiency
2
Automated communication
Automated customer inquiries
Reduced sales team workload
Freed teams for key interactions
3
Optimized engagement workflows
Customized workflows for customer needs
Streamlined operational efficiency
Maintained real-time customer profile updates
The impact
Maximizing efficiency with enhanced customer profiles
Expanded use cases
Supported 10+ unique use cases
Enhanced flexibility beyond MVP
Broadened business function applicability
Comprehensive customer view
Unified customer data platform
Integrated demographics, transactions, interactions
Enabled 360-degree insights for better decisions
Improved efficiency
Accelerated decision-making
Streamlined data access and processes
Boosted personalization and engagement
Looking ahead
Continued expansion of use cases
Scaling to incorporate more customer touchpoints and insights
Enhanced personalization and engagement
Further refining customer profiles for tailored product offerings
Ongoing operational optimization
Continuously improving processes for greater efficiency and agility
