bridgei2i analytics solutions - b2c customer intelligence
TRANSCRIPT
@ 2013 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved
BRIDGEi2i ANALYTICS SOLUTIONS
– B2C CUSTOMER INTELLIGENCE
Prithvijit Roy CEO & Co-founder
About Us
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To be a trusted partner for businesses, helping them achieve
accelerated outcomes by simplifying analytics and embedding it
in their DNA.
BRIDGEi2i
is an Analytics Solutions company focused at helping you BRIDGE
VISION
Transform and visualize big data
into meaningful business metrics
INFORMATION
Identify underlying patterns,
understand behavior and predict
outcome
INSIGHTS
Operationalize data driven
decisions to realize sustainable
business value
IMPACT
Delivering Sustainable Business Value by Institutionalizing Data Driven Decisions
Information Insights Impact
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What happened? When?
How much?
Why it happened?
What will happen next?
How to operationalize?
How to sustain?
Capture relevant data
Identify key metrics
Design & generate reports
Identify drivers & trends
Understand behavior
Predict outcomes
Build & implement strategies
Enterprise-wide adoption
Metrics & reporting
Descriptive statistics
Visualization
Underlying trends
Predictive models
Optimization
Real time decisions tools
Change management
Institutionalization
INFORMATION INSIGHTS IMPACT
INPUT Internal and External Data,
Structured and Unstructured
OUTCOME Accelerated Growth, Risk
Mitigation, Cost Reduction
BRIDGEi2i helps bridging the gap between Information, Insights and Impact
BRIDGEi2i
DELIVERABLES
CLIENT PROBLEMS
ADDRESSED
BRIDGEi2i
CAPABILITIES
PHASES
ACTIVITIES
Our Solution Offerings
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• Targeted acquisition
• Lifecycle value enhancement
• Customer experience management
• Enhance retention
CUSTOMER INTELLIGENCE
• Market intelligence
• Maximize return on marketing investment
• Digital media effectiveness
MARKETING EFFECTIVENESS
• Price setting
• Discount optimization
• Price realization
PRICE OPTIMIZATION
• Increase leads & sales coverage
• Increase Sales Conversion
• Increase share of wallet
SALES EFFECTIVENESS
• Customer risk management
• Fraud detection
• Portfolio risk assessment
RISK MANAGEMENT
• Procurement spend optimization
• Supply Chain planning
• Human resource effectiveness
• Customer service planning
OPERATIONS PLANNING
Solutions across the key business functions
The Key Challenges faced by today’s marketers
Increase
Awareness
Improve Lead
Conversion
Retain
Customers
Web & Social
Media strategy
Increase
Marketing ROI
KEY MARKETING OBJECTIVES KEY MARKETING CHALLENGES
How to acquire more leads and prospects for
demand generation programs ?
How to personalize campaigns, offers &
promotions more effectively to increase sales?
How to engage customers using the website &
other social media platforms ?
How to optimize our marketing investments to
deliver higher return ?
How to increase cross-sell & up-sell to existing
customers?
Who are the right customer segments? How to
acquire, position & message to them?
Acquire, grow,
engage & retain
customers
BRIDGEi2i solutions for Marketing
Customer
Research
Brand Audit surveys
Brand tracking &
Measurement
Loyalty & Satisfaction
surveys
Customer
Segmentation &
Profiling
RFM & Value based
segmentation
Clustering & Latent
Class segmentation
Customer segment
profiling
Targeting &
Offer generation
Market basket /
Association Analysis
Propensity & Net
Response models
Next-best purchase
models & Product
affinity models
Value Migration
& Attrition
Analysis
Cohort Analysis
Survival & Attrition
models
Life time Value
framework & models
Web Analytics &
Social Media
Research
Marketing
Effectiveness
Click stream analysis
Social media buzz ,
sentiment &
engagement
measurement
Text & semantic
analysis
Market size / share
research &
forecasting
ROMI/ ROI
frameworks
Market mix models
BRIDGEi2i Core Solutions
BRIDGEi2i Horizontal Services
Custom tools & frameworks using Java, Python, FLEX, .NET & VBA
Data Management Data Enrichment Campaign Management Reporting & Visualization BRIDGEi2i Proprietary tools
SURVEYi2i
Recommendation
Engine
Forecasting Engine
Increasing Effectiveness of Demand Generation Efforts …
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Help set up analytics ready digital platform
Measure the performance of digital campaigns real time & make adjustments
Optimize media and campaign mix
Identify the right strategy for customer groups for email & banner campaigns
1. Infrastructure 2. Performance Monitoring 3. Attribution &
Optimization
4. Personalization
Web trends/ Google
Analytics / Omniture
implementation
Design Executive &
Operational
Dashboards
Define segments and
custom events
Identify search words
and blogs to track
Segment A
Segment B
Segment C
Dynamic banners,
personalized offers
Customized email
subject lines
Personalized
messaging
Conversion and Visitor flow
analysis
SEO / SEM and keyword
effectiveness
Campaign Effectiveness
Social Media tracking & Social
campaign analysis
CRM for improving retention & trial to purchase conversion
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Help establishing 360 degree
view of customer
Measure the key customer
relationship metrics
Personalize communication with
customers at right time
Operationalize an analytically
sound campaign strategy
1. Infrastructure 2. Tracking Metrics 3. Predictive Triggers 4. Campaign management
Customer
Relationship
Management
data
Campaign
Response
data
Marketing
Resource
Management
data
Transaction
& financial
data
Extract
Transform
Load
Marketing
data mart
Create a list of
emails from
customer base
Prioritize based
on predictive
models
Scrub lists for
non performing
emails &
compliance
Messaging &
Call to Action
Campaign
Execution
Record history
of campaigns &
customer touch
• Identify the right
offers that succeed
in driving trial to
adoption rates
Offer
optimization
(Design of
Experiments)
• Target the right
customers to
improve a campaign
response rate
Net Uplift
models
• Identify the triggers
and best offers for
proactive retention
Identify
potential
attritions
Conversion & Closure
metrics
Retention Rates
Usage & Satisfaction
Campaign Response &
effectiveness
Key metrics across channel
of acquisition, product,
geography, industry
Profitable Growth through effective Cross-Sell and Up-Sell
Analyze Product
Association
Identify white spaces of
relationship
Generate cross-sell
relationships
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Data Approach Outcome
Transaction history
Product Details
Demographics ( D&B etc.)
Customer Relationship
1 2 3
Analyze cross-product
ownership across various
segments to identify
associated products
Identify white spaces of
relationship in individual
customers based on
associated products in
key segments
Build cross-sell product
recommendation and
prioritization of
opportunities and time
based on proprietary
methods
A predictive Cross-
sell / Up-sell
recommendation
Engine
Customer P1 P2 P3
A
B
C
Whitespace
Firmographics
Time of
purchase
Frequency of
purchase Predictive models for next
most logical purchase & time
Lifetime Profitability Modeling
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FROM TO
Direct marketing strategy focused at optimizing
propensity of response
Prioritization considering customer lifecycle of response,
conversion to long term relationship and risks
Response
Target Respond Apply Convert Attrite Loyal
Conversion Persistency
RFM / Cross Sell/ Life Time Value
TIME
Business
Metrics
Customer
Lifecycle
Purchase
Response Conversion Purchase
Amount
Share of
Wallet x x x
Net Present Value of Customer Marketing Costs / Risk
Expected
Profitability
of leads
Building and integrating models at various lifecycle stages to prioritize leads based on expected profitability for customer acquisition
& lifecycle marketing
Predictive
Models
Acquisition
Marketing
Cross-sell
Marketing
Retention & Win-
back Marketing Applications
Improving Customer Support & Operations
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ASSESS CUSTOMER SATISFACTION &
LOYALTY DRIVERS
IDENTIFY KEY ISSUES DRIVING
SUPPORT VOLUME & COMPLEXITY
OPTIMIZE CAPACITY AND REDUCE
COST OF OPERATIONS
• Framework to capture and
measure satisfaction &
loyalty
• Execution of customer
survey analysis
• Identify key drivers of
satisfaction and simulate
scenarios
• Mining text feedbacks and
service logs
IDENTIFY SALES OPPORTUNITIES AT
THE POINT OF SERVICE
• Mining call logs and
service records to assess
key support related issues
• Identify products with
recurrent issues and
complaints
• Analyze service metrics
around resolution, time
taken, satisfaction etc.
• Forecasting models to
estimate volume of
support issues
• Staffing models estimating
resource needs
• Identifying opportunities to
increase adoption of low
cost channels
• Analyze service incidents to
identify triggers of cross-
sell & retention
• Build predictive algorithm
for recommendation of
product and banners at the
point of service
Surveyi2i simplifies customer research Productivity, Cost & Flexibility
Manage & clean data
Cross-tabulate data
Data visualization
Statistical significance
Key Driver Analysis
Text Mining of comments Online dashboards & PowerPoint
Ease of Use enables
speed & productivity
Unified featured across
tabulation to insights
Advanced Analytics
Simplified
Publish dashboards
without programming
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Tracking & analyzing customer satisfaction using Surveyi2i
USERS in
Client
Organization
DATA MANAGEMENT LAYER
( Data integration, Merging, Treatments etc. )
ANALYSIS SPACE ( Area where analysts performs various
analysis , design dashboards)
CROSS TAB, BANNER , VISUALIZATION,
ADVANCED ANALYSIS
DASHBOARD PUBLISHING SPACE ( The dashboards are published here to
share with broader group )
AD HOC REPORTS , AUTOMATED DASHBOARDS
Survey Analysts Executives /
management
• CSat & other metrics
across various types of
tickets , products etc.
• CSat across customer
segments
• Drivers of Satisfaction &
dissatisfaction
• Correlation across
satisfaction & other
operational metrics
• Build and share
executive dashboards SERVICE TICKETS INFO
SURVEY DATA - CSAT ETC
OPERATIONAL METRICS
CUSTOMER DATA
Turning Customer Support Data Into Customer Strategy
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Ancillary
Info
Primary
Info Agent Comments and Scribes
Call center data Satisfaction
surveys Customer Data
Analysis
Technique
Identify Key themes & topics Categorization of Comments
Sentiment Scoring Issue identification
Selling Opportunities
Correlate discussions with immediate
needs, chance of conversion
Lapse Triggers
Identify triggers in agent comments
related to potential lapse of policy Customer
Strategy Productivity Enhancement
Identify major issues related to
support calls and driver of delays
Satisfaction Drivers
Correlate satisfaction with support
needs, interaction specifics
BRIDGEi2i EXPERIENCE
One of the largest Group Insurance
provider in US
… looking for identifying key reasons
for calling the contact center & issues
driving such volume and procedural
delays in resolution
BRIDGEi2i Solutions Include
1. Automated structuring and cleaning
of agent comments
2. Identification of topics and themes –
reasons & issues
Analyzing Buzz And Feedback From Social Media
OBJECTIVE
Use Social Media data to augment internal data and make marketing investment decisions
To identify opportunities to introduce products in an area where competition is weak
Concise
insights
but faster
data
Deeper
insights
but slower
data
Networking
Reviews
Research
Reports
Data Extraction
& Crawling
Extraction of relevant comments,
reviews
Structuring the textual data
Feature
Extraction
Segregate relevant texts for each
product feature
Analyze comments across features
Sentiment
Scoring
Analysis of direction as well as
degree of tonality in comments
and reviews
Indices Creation
Creation of indices around
satisfaction, recommendation ,
buzz etc.
Illustrative Data Sources BIG Data Engine Business Outcome
1 CORRELATE WITH PRODUCT SUCCESS
Identify and correlate social media
indices to forecast product performance
2 IDENTIFY DRIVERS OF SATISFACTION
Benchmark feature level sentiments
against competitors to assess key
drivers of customer satisfaction
3 IDENTIFY UNMET NEEDS
Identify opportunities of new product
based on gaps communicated by users
as well as competitive benchmarking
Our Approach
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Understand Business Problem
Consulting Services
• Construct Analytical framework for
the business problem
• Understand focus areas and
interrelated processes
• Identify key metrics for
improvement
• Understand expected outcome
Design Approach
Advanced Analytics Services
• To Segment, Predict & Optimize
• Translate analysis into business
insights
• Prioritize business process
improvement opportunities based
on feasibility & impact
• Plan and track impact &
sustainability of change
Construct Analytics Solutions Augment and Manage Data
Data Services
• Identification of required sources and
data gaps
• Mapping of data to business
definition
• Data-mart creations
Technology Solutions
• Data access, cleaning and
augmentation to improve accuracy
Enhance Access to Insights
Portals designed to provide anytime and
anywhere access to insights
Integration with existing platforms to
enable single pane of glass for insights
Collection of best in class
Frameworks Expertise in leading Analytics tools
Traditional Sources
Social Media
Analytics Apps to enable self service
analytics for business managers
• Survey analysis
• Automated recommendation
• Forecasting and scenario planning
Unique approach to drive outcome focused solutions
Value Proposition
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Delivering improved ability to predict changing business dynamics and enhanced agility to
drive fast and informed actionable decisions
Pan enterprise institutionalization of analytics based decisions to deliver sustainable impact
Scalable analytics capability and modular technology assets enable identification and execution of high impact analytics opportunities and operationalization of data driven decision making
SUSTAIN
Cutting edge analytics and business domain expertize enable us to solve complex and unstructured business problems and deliver measurable business impact
Solve unstructured business problems based on data and analytics
SOLVE
Easy to use and cost effective DIY apps to enable business managers leverage advanced analytics to drive better and faster business decisions
Simplify the process of deriving actionable insights
SIMPLIFY
• Advanced analytics techniques coupled with business domain expertize
• Proven experience in building large analytics capability and deploying enterprise-wide solutions
• Modular and customizable advanced analytics algorithms embedded enterprise tools
• Cloud based, easy to use apps leveraging the power of advanced analytics
Our Value Enablers
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Partnering with businesses to derive measurable and sustainable business impact based on
data and analytics leveraging our …
CORE CAPABILITIES
TECHNOLOGY
ASSETS
Core Capabilities
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Advanced analytics techniques coupled with business domain expertize
Predict customer and employee needs and drive personalized action through study of historical behavioural information
• Targeted customer
acquisition
• Cross-sell & retention
strategy
• Targeted hiring
• Social media influence
• Price setting
• Account management risk
management
• Sales forecasting, sizing &
allocation
• Optimize market mix
• Discount planning
• Procurement spend
reduction
• Portfolio Loss forecasting
• Optimize Operational staffing
Increase efficiency and effectiveness of available resources based on optimal allocation and utilization given the business constraints
Resource Planning & Optimization
Examples of Business Application
Behaviour Modelling & Personalization
Examples of Business Application
Classify & Segment
Identify Drivers Mine
Sentiments
Predict Future Needs & Reactions
Forecast Based on Past Trends
Optimize Performance &
Utilization
Simulate Future Scenarios
What-if & Sensitivity
Technology Assets - Applications
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Customer needs
assessment Targeted product offer
Optimization of support
operations
Forecasting business
metrics
Survey
Analytics
One-Stop platform for cross tabulation, visualization, key driver analysis, text mining and sentiment analytics from survey data
Recommendation
Engine
Online and Offline product and action recommendation engine based on blend on behaviour of both “Own” as well as statistically “Similar Users”
Capacity
Planning
Simulation of queue based business processes and capacity optimization applicable for hospital staffing, transaction processing, retail & bank counters
Forecasting
Engine
Automated platform for forecasting time series with correlated internal & external factors with extensive “What-If” and driver analysis
Big Data
Processing
Frameworks and libraries for extraction, summarization, visualization and data mining on Big Data from web, transaction systems , customer interactions
Data Collection
Engine
An extensive crawler to extract unstructured data from websites and social media and classifying them into risk groups based on supervised learning
Targeted
Business Need
Tools to
Transform
Business Insights
Tools for Data
Management and
Collection
Modular and customizable advanced analytics algorithms embedded enterprise tools
Engagement Model
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Flexible engagement model based on business requirements
Analytics
DIY Apps
Analytics Consulting
Services
Managed Analytics
Services
Effective and implementable solutions to unstructured business problems
helping you achieve measureable business outcome
Build a high calibre and scalable Analytics Centre of Excellence (COE) for
an enterprise-wide identification and deployment of high impact analytics
solutions
Enabling business managers leverage power of advanced analytics
through easily available and affordable pre-packaged or custom apps in
premises or on cloud to drive data driven business decisions faster
Illustrative Representation of Projects
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awareness Business Operations Finance & Risk
LOYALTY
Supply Chain Management
Customer Lifecycle Value
Modeling
Customer Intelligence
Market Size & Share
Estimation
Marketing Effectiveness Pipeline & Conversion
forecasting
Sales Effectiveness
Demand Forecasting
Modeling
Inventory
Management
Indirect Spend
rationalization across
categories
Procurement Fraud Loss
Forecasting
Risk Management
Trade Promotion
Effectiveness
Pricing Optimal variable
compensation
allocation
Human Resources
LOYALTY
Customer Experience
Studies
Customer Service
Marketing & Sales
Customer profiling &
segmentation
Marketing Metrics &
Dashboard design
Identify sales team
needing intervention
to meet quota Risk Model
Governance platform
design
Strategic Price
Setting & Elasticity
Analysis
Employee Retention
drivers
Identification of issues
from customer service
transcripts & scribes
Inventory
Replenishment
models
Target Marketing Scorecards
Marketing Mix
Modeling
Identify triggers of
reducing sales
onboarding time
Student interventions for
Attrition Reduction
Employee
Satisfaction Survey
Design, Execution &
Analysis Recommendation of
advertisements based on web
behavior
Our Clients
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Fortune 50 diversified technology company
Fortune 100 B2B technology company
Leading provider of hybrid data protection solution
Global business communications solutions
Global semi-conductor company in wireless telecommunications
Fortune 500 European investment bank
Fortune 500, direct banking and payment services company
European Student Loan Provider
Two Leading providers of insurance services and asset management in US
One of India’s foremost consumer packaged goods company
Supplier of high performance aerospace fasteners in USA
World’s leading logistics provider
One of the largest global consulting company
Leading global business process outsourcing company
One of the premier US universities
US based online education company
Online Media company of high-impact documentaries
Leadership Team
Prithvijit Roy
CEO
15+ years of experience in building and leading
large scale Analytics Centers for HP and GE.
Experience across Technology, Fin. Svcs., Retail and
Insurance domains
MS in Quantitative Economics from
Indian Statistical Institute
Ashish Sharma
Director, Consulting & Services
13+ years in leading analytics practices across
Consumer Finance, Insurance, Hospitality for
Genpact (formerly GE)
MS in Statistics from Indian Statistical Institute
(Economics & Finance specialization)
Pritam Kanti Paul
Director, Product Development
13+ years in leading development of cutting edge
analytics application across marketing, pricing, risk,
procurement , fraud and operations. Regarded as an
innovative thinker - have prestigious innovation and
leadership awards and patents under his belt
MS in Statistics from Indian Statistical Institute
(Gold Medalist)
Leadership Team
Board of Advisors
Gail Galuppo
Advisor, Marketing Strategy
Led marketing functions for Western Union, Discover,
Standard Chartered Bank & Sears helping drive customer
relationship strategy leveraging data and analytic
solutions to identify “order of magnitude” impact and
drive change.
Prasanna Dhore
Advisor, Big Data Solutions
SVP, Chief Data Scientist for Equifax. Prior to which
guided Fortune 500 companies like HP, Mellon
Financials to unprecedented revenue growth by
uncovering opportunities, transforming and
reinvigorating brands, and putting ideas into motion.
Anand Melige
Advisor, Technology Solutions
Developed and led Analytic Centre of Excellence in
area of Risk Management and Analytics for American
Express, Citibank and GE. Founded Decidyn,
company focused on developing Analytics products.
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Thank You