Download - BRIDGEi2i Customer Intelligence Solutions
© 2014 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved
Prithvijit RoyCEO & Co-founder
Customer Intelligence Solutions BRIDGEi2i Analytics
BRIDGEi2i – Bridging Information, Insight and Impact
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InformationBig Data
Management
Reporting, Research &Visualization
Insight Behavioral Modeling &
Personalization
Resource Planning &
Optimization
Impact Decision Engine
Analytics Operationalizatio
n
Partnering with enterprises globally to monetize their data assets
Transform and visualize big data into meaningful business metrics
Identify underlying patterns, understand behavior and predict
outcome
Institutionalize data driven decisions to realize sustainable business value
Increased Need for a Customer Centric Approach…
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Understanding customers better to drive business profitability
More Customers
More Revenue from Customers
Retain Customers at a Lower Cost
66%
17%Marketing leaders
don’t know how much their customers are worth
Potential increase in sales from identifying and maximizing top value customers
invested in finding new clients
80%
20%invested in existing clients
80%
Revenue comes from customer retention
Issues Marketers face today… …What Marketers need
BUT
Sourced from multiple studies
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…As Data Explodes Across Channels and SourcesStructured Unstructured
Customer transaction history
Customer surveys
Product usage data
Marketing information
Customer support feedback
Calls records/interactions
Customer Briefing/Investor CentreInte
rnal
Social media data about – Company CompetitionProducts
Demographics
Credit Bureau information
Market research data
Exte
rnal
Customer Intelligence today needs 360 degree view of customer across sources and channels
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INFORMATION – Build Customer Knowledge
Customer Engagement Insights
Quantitative Surveys – Framework to capture and measure satisfaction and loyalty from surveys such as Net Promoter Score
Qualitative Surveys – Text categorization and mining to understand key issues from qualitative feedback in engagement surveys
Customer Experience Management
Social Media Monitoring
Monitoring buzz, mentions, hot topics. Text mining to assess sentiments, themes and tonalities of key customer comments & discussions from social media & review sites
TRACKing Customer EXperience (EX-TRACK)
Platform for continuous tracking of customer needs & experience using customer support data, surveys, product usage, social data etc.
Social Intelligence 360-Degree Customer Profiling
BRIDGEi2i Solution EX-TRACK provides Streamlined and Automated Insights from End to End Customer Experience Program
• Integrate survey data along with support instance & customer info
• 360 degree view of customer across channels
Experience Surveys
Support Instance Data
Agent Data
Data
Integration
Platform
• Design & Implement tracking of periodic surveys by drag & drop
• Automated, real-time monitoring
• Widely distributed web dashboards based on access control
• Drive personalized recommendations
Customer Profiling:
Reporting & Visualization of key Customer performance metrics across various segments based on transactional and demographic data
Loyalty Analysis & Value Migration
Insights on customer loyalty behaviour to identify most valuable customer segments and understand business value migration for key segments
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INSIGHT – Personalized Target MarketingSegmentation Target Marketing Models
Leverage information about customer behaviour to identify opportunities to provide personalized interventions across the customer lifecycle
Look-Alike Models:
Models for lead generation & qualification for customer acquisition leveraging on prospect attributes (e.g. demographics) to identify profiles similar to existing customers.
Propensity Models:
Acquisition and CRM targeting models based on combination of customer attributes used to predict likely customer behavioural events such as response, conversion, cross-sell, next best product, attrition, willingness to pay etc.
Life Time Value Models:
Target Marketing models predicting life time customer value / profitability to enable targeting based on long term customer value rather than a single event.
Visit frequency
Response to discounts
Time spent per page
Discount seekers
Informed shoppers
Fence sitters
CUT-OFF
AGE(55-83)
INCOME(>=$30K)
MARITAL STATUS
(Married)
EDUCATIOON(College+)
Credit Balance>= 50K USD
HIGH
LOW
Conversion Rate
Customer Segmentation:
Identification of homogeneous groups of customers leveraging multiple dimensions of customer behaviour, demographics, product preferences etc. to enable differentiated marketing treatment for each segment.
Micro Segmentation:
Granular actionable target customer and market segments for very focused and tactical personalized marketing efforts to acquire, grow and retain valuable customers
Lead Scoring from Demographics
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IMPACT – Operationalize & Realize Value
Recommendation Engine
Campaign Planning
Plan Campaign calendar based on marketing objectives, strategy, budgets and approvals
Campaign Operations Campaign Measurement and Optimization
WHO• Who to target• Who will be most
profitable?
WHAT• What product will s/he
buy?• What price will s/he buy?
WHEN• When will s/he buy?• When will s/he churn?
HOW
• How will I reach out / engage?
• How often should I reach out
Real time, 1:1, Personalized Recommendation Engine
Personalized offers based on leveraging multiple aspects of modelling providing real time recommendations on what product to target which customer at what time and with what offer
Campaign Execution
Execution of marketing campaigns and list processing leveraging industry standard tools
We identify the most optimal combination of factors influencing a campaign and deliver actionable insights to refine multi channel marketing campaigns
ROI and Impact Modelling
Estimate effectiveness of vehicles or type of promotions by correlating historical efforts and historical results leveraging marketing mix and attribution models
Campaign Monitoring
End to end process of monitoring performance of Campaigns & Leads through definition of metrics around reach, engagement and conversion
Design of Experiments
Identify the best message-channel-offer combinations through champion-challenger models
Illustrative Work Samples
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Personalized Recommendation Engine
Customer Experience Studies Social Intelligence User Experience Analysis Acquisition Scorecards
Targeted Cross Sell to SMB Life Time Value Modeling Intelligent Customer Order Prediction
Micro Segmentation Identify Most valuable Customer
Measure Campaign Effectiveness
Lead Generation Models
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BRIDGEi2i Customer Intelligence Approach
SUSTAIN
SIMPLIFY
Actionable intelligence in your fingertips to understand customer experience and the most optimal targeting strategy
Operationalize data driven decision making and deploy a closed loop campaign mechanism to deliver and quantify impact from marketing
SOLVE
Solving unstructured business problems to enhance customer experience & profitability using behavioural modelling & personalization
We enable a customer centric approach across their lifecycle…
All Existing or potential customersIdentify those who meet the product criteria
Identify those most likely to purchase
Identify those most likely to be profitable
Identify those most likely to respond
Identify those most likely to remain loyal
… partner with you to multiply value from your customers
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The BRIDGEi2i Profile and Approach
Talent Clients Recognitions
• 5 Fortune 500 Global Technology Companies
• 2 Fortune 500 Global Financial Services Companies
• 3 US based Fortune 1000 Insurance Companies
• 1 of the Big 4 Firms• 1 of the World’s largest
Logistics providers
• 70+ member team of analysts, researchers & data scientists with advanced degrees in Management or Quantitative Sciences.
• Team has a strong combination of consulting, domain, technology & analytics expertize.
• Founders experienced in building the largest Analytics Centers of Expertize for GE & HP
Enabling clients to compete & win
based on analytics
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11 innovative Big Data start-ups in 2013
Recognized in Risk & Procurement Analytics Capabilities in 2012 & 13
10 Most promising Big Data companies in 2013
Top Fin-tech innovations in Finovate Asia 2013
" BRIDGEi2i has been a great leader in the Higher Educational market with us developing predictive analytic for student retention."CIO of a major US University"SURVEYi2i is easy to use, needed virtually no training. It helps researchers to quickly look for insights in the data. It has added a lot of flexibility for us and allowed us to avoid high cost software.”Customer Insight Research of a major UK FS company
“BRIDGEi2i has done fantastic research and we want to thank them. It is the start of a new era for us, with proper research
and documents.”VP-Marketing of a renowned Logistics
CompanyBRIDGEi2i team, look forward to your continued support to drive analytical
impact to our marketing organization.”
Director-Marketing of a Fortune 500 Technology
company
Understand and reach the right customer, at the right time for increased profitability…
Customer Segmentation
Customer Life-time Value
Social media insights
www.bridgei2i.com
: BRIDGEi2i
Campaign optimization