TCS Customer Intelligence
& Insights™ for retail
Deepen customer relationships and grow
customer lifetime value with hyper-personalized
customer experiences
Digital Software & Solutions
Today’s connected consumers want- and immediately expect- rewarding experiences
from companies with which they do business. Their latest great experience with a
company immediately becomes the minimum they expect everywhere else. Welcome
to the connected economy, where loyalty, differentiation and growth are created not
by selling things, but by connecting the dots between physical and digital interactions
to create memorable experiences.
To survive in the connected economy, retailers must leverage technologies like
AI, machine learning, and analytics to deliver memorable shopping journeys. TCS
Customer Intelligence & InsightsTM for retail helps retailers deliver rewarding customer
experiences, increase loyalty through hyper-personalization, and drive top-line growth
with integrated, out-of-the-box software customer analytics software.
Overview
Today’s customers expect more from the retailers they choose to do business with. They expect
brands to understand their needs and deliver relevant products, information, and experiences that
align with their needs, preferences, and values.
Many retailers, however, struggle to deliver hyper-personalized services, products, and experiences
at the right time via customers’ preferred channels. They are often dependent on third-party data
for customer personalization and lack a single, unified view of customers. As a result, they do not
have the omni-channel integration and visibility needed to deliver consistent experiences across
customer’s preferred channels.
Our Solution
TCS Customer Intelligence & Insights™ for retail is an AI/ML-enabled customer analytics, real-time
CDP, and loyalty management software solution built on an extensible platform with pre-built use
cases for retailers to deliver hyper-personalized customer experiences, grow customer value, and
achieve loyalty as an outcome.
Get a single source of truth with TCS Customer Intelligence & Insights™ real-time CDP
TCS Customer Intelligence & Insights™ collects and unifies multi-source customer data and makes it
available to TCS Customer Intelligence & Insights™ customer analytics and other systems of insight
and engagement enabling retailers to model highly personalized and timely engagement campaigns.
The real-time CDP focuses on a holistic approach to customer journeys for real-time customer
unification, journey tracking, and system-generated recommendations.
These personas help develop highly differentiated segments for hyper-personalized campaigns.
Retailers can discover and map customer journeys, and extract system-generated recommendations
for product recommendations, next best offers and actions that are most relevant to the customer at
just the right point along the shopper’s journey.
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Unlike large, complex technology platforms, or standalone point solutions that don’t integrate
with other systems, TCS Customer Intelligence & Insights™ for retail is modular, built on open
source components, and IoT-ready. It includes pre-built use cases to improve targeting, increase
engagement, enhance customer experiences, and drive conversions for retailers. And importantly,
the platform incorporates real-time processing, AI, machine learning and deep learning capabilities,
and enables users to develop additional use cases for all their analytics initiatives.
TCS Customer Intelligence & Insights™ for retail is capable of ingesting vast amounts of data from
many sources, with an intuitive drag-and-drop data pipeline canvas, built in security, AI, machine
learning, deep learning, visualization, administration, APIs, and hooks to IoT. It leverages advanced
analytics with pattern discovery and a decision engine.
The solution provides a deep understanding of your customers’ consumption patterns. You can
surface next-best actions, offers and products to buy (for existing and anonymous customers, and
perform active journey management, which tracks and identifies critical customer interactions at
physical and digital touchpoints across the purchase journey, and engage through contextual,
real-time recommendations for faster and higher ROI.
• Build and deploy enriched digital personas that include qualitative and quantitative customer
attributes for more effective customer engagement.
• Surface individualized, real-time contextual “recommended just for you” product
recommendations across channels for loyal customers, and recommendations for even a
first-time visitor based on current trending products and location, such as “Frequently bought
together,” and even off-line product recommendations for outbound campaigns.
• Conduct full journey modeling for personalized engagement across preferred channels with
algorithm-based Discovery of customers’ past shopping journeys and end-to-end modeling with
Customer Journey Canvas.
• Deliver hyper-personalized, connected experiences based on rules or system-recommended next
best offers and actions that incorporate physical and digital touchpoints, as well as third-party
partner-based offers.
• APIs, platform services, and data models make partner integration easy and fast with a lower cost
of deployment
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Benefits
With TCS Customer Intelligence & Insights™ for retail, you can:
Improve campaign targeting: By collecting data from existing and emerging IoT sources,
you can easily discover detailed shopper personas to build a deeper understanding of
customers, key attributes, and then define segments that align to customized offers.
Keep shoppers on the path to purchase: The Journey Canvas discovers shopper journeys
to let you uncover opportunities to improve customer experience by tracking actions
and illustrating points of shopper loss. Use the canvas to discover and develop customer
journey maps based on personas, segmentation and customer actions.
Determine Next Best Offers/actions: Strategically engage your shoppers throughout their
customer journeys. You can perform shopping basket analysis for individualized shopping
recommendations, visible through a tablet-friendly interface for front-line employees. In
addition, you can model omni-channel “paths to purchase” for advanced journey-based
engagement, with ML and pattern discovery – even in limited data environments and
deliver system recommended next best offers and actions to the right person at the right
time.
Minimize barriers to ROI: Uniquely, our solution offers pre-built use case modules and
supports rapid deployment (in weeks versus months). This modular pre-integrated
solution reduces need for customization and enables users to leverage the platform to
developadditional use cases. And the open architecture and APIs mean that you can
integrate the insights and recommendations with your existing systems and applications
such as your marketing automation system, PoS, website, mobile apps and more.
Increase customer lifetime value: Deliver better experiences to your customers to build
awareness, trust, loyalty, and shopping cart size.
The TCS Advantage
TCS Customer Intelligence & Insights™ solution delivers unique value through
• Domain and industry experience: TCS’ broad and deep domain expertise in big data, customer
analytics, and IoT as well as broad industry expertise on a global scale.
• Partner ecosystem: The TCS network of partners includes business software providers, niche
technology developers, and platform and IT infrastructure vendors. Our dedicated partner
management, field alliance, business solutions, and infrastructure architect teams nurture
relationships to drive efficiencies and predictable outcomes as our customers adopt Cloud,
Automation and Agile.
• Global reach: Tata Consultancy Services is a trusted global IT services, consulting and business
solutions organization that delivers real results to global business, ensuring a level of certainty no
other firm can match.
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Awards and accolades
About TCS Digital Software & Solutions Group
TCS Digital Software & Solutions Group delivers on the promise of Connected Consumer Intelligence.
Our experience working with the world’s most successful enterprises drives the development of
integrated software that helps them meet the higher expectations of today’s wired consumers and
citizens. With TCS Digital Software & Solutions Group software, organizations can design experiences
that logically connect every touch point of the consumer’s digital and physical journey.
Contact
Visit the https://www.tcs.com/what-we-do/products-platforms/tcs-customer-intelligence-insights/
solutions/tcs-customer-intelligence-insights-personalized-banking page on https://www.tcs.com
Email: tcs.dss@tcs.com
About Tata Consultancy Services Ltd (TCS)
Tata Consultancy Services is an IT services, consulting and business solutions organization that has
been partnering with many of the world’s largest businesses in their transformation journeys for over
56 years. Its consulting-led, cognitive powered, portfolio of business, technology and engineering
services and solutions is delivered through its unique Location Independent Agile™ delivery model,
recognized as a benchmark of excellence in software development.
A part of the Tata group, India’s largest multinational business group, TCS has over 601,000 of the
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world’s best-trained consultants in 55 countries. The company generated consolidated revenues of US
$29 billion in the fiscal year ended March 31, 2024, and is listed on the BSE and the NSE in India. TCS’
proactive stance on climate change and award-winning work with communities across the world have
earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the
FTSE4Good Emerging Index.
For more information, visit www.tcs.com and follow TCS news @TCS_News.
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