Get Closer to your Customers Turn your data into valuable interactions that your customers expect!
Dec 18, 2014
Get Closer to your Customers Turn your data into valuable interactions that your customers expect!
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Connec/ng with the Customer
Preferences
Affini4es
Context
Behavior
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Customer Experience Customer spamming is doing more damage than good
Company & Customer Ac1vity
Customer CRM
Systems
Customer Web & Mobile
Customer Channel Campaigns
Customer Service Desk
Social Data
Website & online apps
Mobile App Server
Mail SMS
Broadcast
Offers
direct mail
ATM
web
Agent, IVR
mobile
chat
Relevance? Awareness?
Value? Timing? Clarity?
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direct mail
ATM
web
Agent, IVR
mobile
chat
The Personaliza/on Customer Experience “I have a customer – what does that customer value most?”
Customer Service Desk
Customer Web & Mobile
Customer Channel Campaigns
Social Data
Company & Customer Ac4vity
Customer CRM Systems
Mail SMS
Broadcast
Mobile App Server
Customer website & online apps
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I have a customer -‐ what are the top 3 products he is likely to buy?
Answering the Tough Ques/ons…
Which top hundred customers are likely to buy my product X today?
What is the best channel to connect with my customer, and when?
Can I turn around my most valuable poten1al churners?
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Overcome “Analysis Paralysis”
Proac4vely Engage with
Customers
Cope with plethora of data
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GeIng to Know Your Customer From siloed channel interac4ons into ONE customer “DNA”
Listen Learn
Customer DNA
Standardized, Ac/onable Metrics Single View of the
Customer
Channel all sources of customer interac/ons into
one data model
CRM and Demographic
Debit & Credit Card Transac4ons
Online Data
Loca4on
Wallet Informa4on
IVR data
Call Data
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“Listen” is about Interac/ons
• Interac4ons are behavior
• Connect data silos • Unify & augment
interac4ons
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Augmented
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“Learn” is about Metrics & DNA
• Iden4fied, standard, comparable Metrics
• Based on Interac4ons
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“Learn” is about Preferences & Affini/es
• Interac4on-‐based Preference Learning on Products & Categories
• Affinity Scores for longer-‐term profiling
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Empower End-‐Users to work with Customer DNA
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Organize Metrics along ac4vity-‐based
categories
Common, industry & custom DNA
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Beyond metrics: trend & accelera4on
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Execute
Event marke4ng with ac4onable
customer-‐level data
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Dynamic, metric-‐based segmenta4on & tracking
Build Target Groups
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Alerts for keeping track of key opportuni4es (or impediments)
Go from campaign-‐based to event marke4ng
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Website Real Time Offer Personaliza/on
Determine offer eligibility from: • Joe’s product preferences • Joe’s DNA (Interests, lifecycle, ac4vity,...)
Calls to Lilly with content: • Customer info. • Context info. • Session data
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Website Real Time Offer Personaliza/on
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Lily Enterprise -‐ Value
Analy/cs Transac/ons Strategic
Machine Learning
Bigger is Beher
Current BI Solu4ons
Prescrip4ve
Customer DNA Results-‐Driven
Genius of “AND”
Maximize Architecture
Objec4vity
Governance
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Experience the Difference with Lily
Listen Bigger.
VOLU
ME
Learn Faster.
SPEE
D
Execute Smarter.
ANSW
ERS
Volumes of Data Availability Questions Answered
Start working with Lily to discover results from Day 1
Zettabytes
Exabytes
Petabytes
Terabytes
Gigabytes
Seconds
Minutes
Hours
Days
Weeks
Unknown Unknowns
Known Unknowns
Known Knowns
DW/BI DW/BI DW/BI
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