Expanded to multiple use cases
Single-view Customer 360 platform
Integrated data
More tailored user experiences
The challenge
Transforming customer engagement with data-driven insights
A retail bank with millions of 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
Supported advanced analytics initiatives
Automated routine analyses for efficiency
2
Automated communication
Automated customer inquiries
Streamlined sales operations
Enabled teams to focus on high-value 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
Enabled a range of unique use cases
Expanded functionality post-MVP
Wider relevance to business areas
Comprehensive customer view
Unified customer data platform
Integrated demographics, transactions, interactions
Adapted for cross-functional use
Improved efficiency
Reduced time to decision
Optimized data access and process efficiency
Improved personalization and user interaction
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
