What are the challenges faced by clients?

  • Lack of Understanding - Consumer purchase decisions are irrational, often a function of their persona and context​
  • Lack of Interconnectedness - Legacy data siloes prevent the business to understand consumer behavior holistically​
  • Lack of Agility - Consumer decisioning is either rule-based or based on models which are static in nature and depreciate over time​
  • Lack of Orchestration - Consumer outreach happens in a siloed manner often leading to communication fatigue and lower campaign responses

Key solution features which mitigate business challenges

Customer Genomics powers consumer decisioning with Intelligence & Emotions @Speed and Scale through always-on, automated and explainable AI

Customer Genomics Key solution features

Customer 360 – Ingesting, processing, cleansing, and validating multiple datasets from various sources to create a single source of truth or a golden record for every customer using a responsible AI toolkit.

Consumer Insights Hub – Identifies triggers, insights, predictions, and drivers

• Customer DNA – Preferences, contextual behaviors, peer indexing, lifestyle, biases
• Customer Intent – Opportunity, product uptake, risk
• Dynamic Driver Detection – Decision and behavior explainability

Real-time Next Best Experience – Ensemble deep learning models to recommend the next best action/offer/product on the right channel at the right time with continuous feedback loop

Intervention and Execution Layer – Leverage design principles to create personalized recommendations on enterprise platforms (Sales, Marketing, CRM), customized dashboards or web/mobile applications

Orchestration – Master controller ensures always on automated customer decision making and end to end automated pipelines

Business impact delivered

  • Franklin Templeton generates $600Mn in new assets with Customer Genomics
  • 15 intelligent machine learning engines were technically deployed across 20 markets, generating >50k monthly insights for more than 2000 frontline members. AI/ML engines were designed, developed and implemented as per Ethical AI guidelines.
  • 45% uplift in home loan application rates over control group for an ongoing campaign for a major Australian bank (use case: Home loan refinancing)
  • 30% reduction in call center costs due to personalized customer experience on digital channels for a major P&C insurer
  • Useful in prioritizing the right customer for right intervention based on their intent group in real-time thereby ensuring smooth customer experience on website/app
  • 7x increase in CTR (click through rate) compared to historical CTR for the top 3 offers recommended on mobile app

Success stories

Customer Genomics Success Story

Enabling customer centricity, upstream decisioning and retention at enterprise-level through Customer Experience Score (CES)

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Customer Genomics Success Story

Franklin Templeton generates $600mn in new assets with Customer Genomics

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Business models

Customer Genomics has helped global B2B and B2C organizations transform their client experience roadmap.

Customer Genomics Business models
  • Customer
  • Consumer
  • Investor
  • Physician, etc,
Customer Genomics Business models
  • Stores
  • Retailers
  • Clinics
  • SMBs
  • Corporates
Customer Genomics Business models

Service:

  • Need-based routing
  • Next best conversation
  • Real-time client insights

Sales:

  • Customer prioritization
  • Behavioral triggers
  • Peer based opportunities

Marketing

  • Campaign automation
  • Next Best product
  • Retention
  • Onboarding
  • Real-time action recommendations
  • CLTV
Customer Genomics Business models
  • Share of wallet enhancement
  • Prospect identification
  • Client prioritization
  • Macro event based risk attrition
  • Next best action
    and product
  • Domain experience
    and expertise
Any domain both in a B2C as well as B2B context where an entity (for eg. customer, business, financial advisor, store etc.) is at the center of the problem

Roles to engage?​​

Buyer Job Roles:​ 

AIDE

Consumer Analytics

AIDE

Marketing

AIDE

Sales leaders​

Company focus & Benefits:

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Improved Sales

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Improved Efficiency

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Improved Customer Experience

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Competitive Edge

Any domain both in a B2C as well as B2B context where an entity (for eg. customer, business, financial advisor, store etc.) is at the center of the problem

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Fractal's value proposition

Fractal's value proposition - Go live
Go live - Easy pilot options with go-live in as little as 10 to 12 weeks
Fractals value proposition - Speed
Speed - Domain-specific feature stores and code accelerators for data harmonization and recommendation engine
Fractals value proposition - Scale
Scale - E2E automation pipeline to generate insights and ability to connect seamlessly with varied data platforms & consumption layers
Fractals value proposition - Sophistication
Sophistication - Ensemble Deep Learning models, real time training and prediction, feedback loop & models that self-correct over time, industry leading AI + Behavioural Sciences framework

Google Cloud services used

Google Cloud services compute engine

Compute Engine

Google Cloud services Cloud Composer

Cloud Composer

Google Cloud services Cloud SQL

Cloud SQL

Google Cloud services Big Query

BigQuery

Google Cloud services Dataflow

Dataflow

Google Cloud services Dataplex

Data Plex

Google Cloud services Cloud Storage

Cloud Storage

Google Cloud services Vertex AI

Vertex AI

Google Cloud services Looker

Looker

Google Cloud services Big Table

Big Table

Google Cloud services IAM

IAM

Google Cloud services Cloud Logging

Logging

Google Cloud services Cloud Monitoring

Monitoring

Check out Customer Genomics on Google Cloud Marketplace
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Let’s connect to work better, together.

Our email: [email protected]
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