it's time to master customer centricity

It’s Time to Master Customer Centricity

WEBINAR | July 12, 2016

Getting Real About Customer DNA

2Copyright 2016 NGDATA®, Inc. Confidential – Distribution prohibited without permission

Customers are in the Driver’s SeatCustomer expectations have never been higher. We’re living in an omni-channeled, constantly-connected and instantly-gratified world where customers want better value out of the service providers they choose to do business with. They require personalized, relevant, quality service – they know what they need, and they want to know that you know it, too.


Relevancy – What Customer Experience is All About ... What everybody says, but nobody can deliver...

OFFERTHE RIGHT

PERSONTHE RIGHT TIME

THE RIGHT

CHANNELTHE RIGHT

IMPROVED FREQUENCY

IMPROVED SEPARATION


Lily: The Analytics RevolutionAlways active and current Customer DNA on atomic-level

A completely automated and continuous process


Building Atomic-Level Understanding Through DNAThe impact of using behavioral data

Traditional models based on aggregated data over time, and customers are SLOWLY evolving and don’t react on behavior


So, What is Customer DNA?

Our Lily Enterprise™ Customer DNA is made up of a configurable and scalable library of thousands of pre-defined and client-specific metrics that describe each and every customer in a highly detailed manner, all in real-time.

It combines all of your data from multiple sources to generate new insights based on a combination of socio-demographic, behavioral, contextual and predictive analytics.


Bridging the GapFrom a manual world (Insights) to operational analytics (Impact)

DATA

INSIGHT

BI TEAMS BUSINESS

ACTION

ENGAGEMENT


Delivering New CapabilitiesThe Future of Customer Engagement

Based on requirements from Forrester’s webinar - Predictions 2016: The Path From Data To Action – Jan 27, 2016

Personal Customer

experiences

Smarter media buys

Real-time campaign and performance

optimization

Ultimate cross-channel customer

recognition

Cross-channel (contextual) experience

Streaming analytics and real-time interactions

Relevant Inbound Offers and Actions


Customer DNA AdvantagesDriving Revenues: Effectiveness and Efficiency

No more time lost on data gathering and

preparation

Fully integrated and automated

processes

Data is always complete and always

current

Insights immediately

turned into action

Analysts focus on higher level and

next gen analytics

x10 targeting precision, increasing revenues and loyalty

Based on requirements from Forrester’s webinar - Predictions 2016: The Path From Data To Action – Jan 27, 2016


Lily Customer DNA in Action

Lily Demo

http://demo.ngdata.com/lily-3.0-demo/index_finance.html


• Make use of all your data for relevancy at every interaction

• Importance of real-time to improve communications over time

• Consistent and relevant communication regardless of the channel

Put Your Customers at the Center of Your Strategy


Lily Customer DNA Supports Both Outbound and Inbound Scenarios

InboundOutbound

more relevant and precise target lists

Micro-Targeting

Individualindividual-level data-driven approach, alerts, using channel preferences, past purchase history

personalizationOnline

ServiceDesk

anticipation, guided conversation


Interactive Customer Marketing ROI

INSIGHTS

“People belonging to Segment A are likely to buy product X”

5% IMPACTVS

“Lily selects top 100 people that are likely to buy product X NOW”

65%


Customer Reference: Smarter Messaging, More Connecting

OPPORTUNITY

• Belgium’s largest cable provider Telenet, part of the Liberty Global Group, needed to lower broad marketing program costs, while increasing campaigns results

SOLUTION

• Created Customer DNA - a sophisticated and nuanced understanding of customers from millions of data points around both inbound and outbound interactions

• Determined targeted, customized campaigns to transition Telenet from an acquisition-driven marketing organization to customer focused organization

RESULTS

• Telenet has increased segmented campaigns from 100 campaigns per year to now more than 750 per year, delivering content more appropriate to each of their 4.8 million customers

• Increased return rate on sales campaigns by 300-400%

• A pricing and go-to-market strategy based on better customer understanding dramatically increased Telenet’s mobile customer base within just a few months of its availability

INCREASEDRETURN RATEON SALES CAMPAIGNS

300-400%


CUSTOMER LIFETIME ATTRITIONACTIVATION

MARGIN

PERSONAL ADVISE

CUSTOMER SUPPORT

UP SELLING PERSONAL ADS PARTNER

PROGRAMSRISK

PROGRAMS

CHURNREDUCTION

360 view for advisorContent

recommendation

Micro campaignsAnonymous

Call predictionsScript

recommendations

Online offers121 Campaign

Personalized adsPersonalized

Social

Support partners apps

Merchant offers

Attrition programsIdentify Fraud

ACQUISITION

Impact on Results


A Fundamental Break from the PastThe Solution

Traditional Approaches Lily Operationalizes Analytics

For Data Science AND Business Users

Real-TimeContinuous

Long Data Integration

Slow Update Cycles

Limited Data Volumes

Incomplete Customer Picture

Manual Work, Limited Audience

Expensive

Specialized Staffing

Segmentation, Low Precision

Atomic-Level Complete View

Automated Learning

Omni-Channel Impact

One Solution,Multi-Use


Better for Both the Business and the Customer

Efficiency and collaboration

Longer and more valuable relationships

Greater revenues

Relevancy and context

Value

Customer Impact

Happy to be doing business with you


Don’t forget to follow up and share with a friend

NGDATA helps companies in data-driven industries operationalize their data analytics through our real-time, analytics-based customer experience management solution, Lily Enterprise™. It finds insights and executes on them, bridging the gap between the worlds of data and business, enabling the delivery of timely, relevant and contextually-aware interactions that customers embrace.

[email protected]

www.NGDATA.com

it's time to master customer centricity

Data & Analytics