BUSINESS SERVICES INTELLIGENT CUSTOMER ANALYTICS A DATA-DRIVEN SOLUTION FOR BOOSTING CUSTOMER ENGAGEMENT AND LOYALTY GAIN HOLISTIC, ACTIONABLE CUSTOMER INSIGHTS, MAKE SMARTER DECISIONS AND IMPROVE YOUR CUSTOMER’S EXPERIENCE If you embrace digital transformation, can you improve customer engagement, distill actionable customer insights to increase efficiencies, and strengthen customer trust? INTELLIGENT CUSTOMER ANALYTICS “With a customer engagement system…like EXALEAD OneCall*, we have a better client employee experience overall.” 360º TIMELINE INSTANT — Frédéric360 LOUISº NEXT VIEW Chief InformationCOLLABORAT OfficerION Eovi McdPL UmutuelleS BEST ACTION Data Multi-channel Internal Extended Recommended Discovery Customer Behavior Sharing Content Actions Increasingly digitally savvy customers with an appetite for personalized and sophisticated products are demanding greater simplicity and stronger client engagement. Regulators are demanding greater transparency and more discipline and all industries are facing a more competitive and challenging environment. Only those institutions that can distill actionable customer insights from disparate sources of enterprise and social data can transform the challenges of the current environment into opportunities, regain customer trust, increase operational efficiencies, and gain a competitive advantage. If you embrace digital transformation, can you you compete more effectively, differentiate, and win back customer trust whilst competitors are side-lined as they undergo passive transformation? BUSINESS PROBLEM Dassault Systèmes Intelligent Customer Analytics solution, • Incomplete view of the customer assets, transactions, interactions, and social public data powered by the 3DEXPERIENCE® platform, empowers • Unable to ‘listen’ to the customer in a unified way across the channels organizations to effectively address today’s challenges. By • Inefficient collaboration due to information silos and outdated methods aggregating and unifying customer data across internal, • Customer churn, dissatisfaction and lack of relevant engagement external, structured and unstructured data, it provides an • Time, cost, complexity to manage decentralized information, scattered intelligent, holistic view of the customer. This allows you knowledge and data silos to make smarter decisions, meet personalized customer demands, and seamlessly collaborate with contextual BUSINESS REQUIREMENTS information sharing across internal silos and stakeholders. • Holistic presentation of all aspects of customer related information • A real-time, transversal, multi-channel ‘ear’ that connects the dots Benefits include: across different information sources • Real-time, interactive collaboration with strong customer content and data • Unified information, less noise • Decision support, recommended options and prescriptive customer actions • Aggregated view of information and a single source of truth without • Holistic customer understanding revamping or rebuilding legacy systems • Personalized insights • Listen across all communication channels BUSINESS BENEFITS • Smart, seamless real-time collaboration • Improved customer engagement, segmentation and improved, more targeted marketing • Improved understanding of the customer, better informed decision-making • Smart, real-time customer responsiveness • High customer loyalty and enhanced customer experience • Lower operational risk, cost effective, fast, more efficient customer data management—leveraging previous technology investments • Increased collaboration over a single platform to facilitate information share enterprise wide and improve execution INTELLIGENT CUSTOMER ANALYTICS 360º TIMELINE INSTANT 360º NEXT VIEW COLLABORATION PLUS BEST ACTION Data Multi-channel Internal Extended Recommended Discovery Customer Behavior Sharing Content Actions REVEAL ENGAGE Unified information, less disorder Innovate the customer experience Gain a complete picture of the customer and relevant Having laid the foundational “360°” view of the customer, information in an interactive dashboard that enables fast leverage the advanced analytics and big data capabilities of the and better decision-making. Aggregate structured and solution for product and service innovation. Present tailored unstructured data from across enterprise silos without offerings to your customer based on the enriched customer the need for expensive data warehouses, and leverage understanding. Effectively cross sell/up sell, to increase Intelligent Customer Analytics’ sophisticated, semantic customer value. Reduce customer churn by prescriptive analysis capabilities for insights and research, while reducing “Next Best Actions”. Increase revenue and customer irrelevant data overload. satisfaction by predictive business recommendations. LISTEN Visibility across all communication channels Get a comprehensive picture of your customer’s interactions across your entire enterprise by leveraging Intelligent Customer Analytics non-intrusive dataBUSINESS approach. ItPROBLEM allows you to quickly connect to data silos, index information and present it in intuitive visuals. Respond• Incomplete to customer view of issues the customer in assets, transactions, interactions, and social public data real-time with consistent and up to date information gathered • Unable to ‘listen’ to the customer in a unified way across the channels from across all engagement channels. This way, you can • Inefficient collaboration due to information silos and outdated methods deliver a truly consistent multi-channel customer experience • Customer churn, dissatisfaction and lack of relevant engagement in seconds, both enhancing the customer experience and • Time, cost, complexity to manage decentralized information, scattered saving valuable time. knowledge and data silos SHARE Collaborate seamlessly real-time collaborationBUSINESS REQUIREMENTS Collaborate with internal stakeholders• Holistic without presentation needing of all aspectsto of customer related information send and resend customer information.• A real-time,Intelligent transversal, Customer multi-channel ‘ear’ that connects the dots across different information sources Analytics’ interactive collaboration capability lets you focus • Real-time, interactive collaboration with strong customer content and data on the key issues, while seamlessly providing the customer’s • Decision support, recommended options and prescriptive customer actions contextual information to all stakeholders. • Aggregated view of information and INTELLIGENTa single source of truth CUSTOMER without ANALYTICS revamping or rebuilding legacy systems– CUSTOMER VIEW ENRICH Solutions Benefits: Holistic customer understanding with personalized insights BUSINESS BENEFITS Enrich your internal data with relevant public information via • Single access to customer information with a 360° view the solution’s data service to gain better• Improved customer customer knowledge, engagement, segmentation and improved, more targeted marketing • Intuitive visualisation of customer history whether used for effective customer service or for Know Your • Improved understanding of the customer, better informed decision-making Customer (KYC) analysis. Glean deep, actionable insights • Improve internal collaboration with contextual information sharing • Smart, real-time customer responsiveness based on a comprehensive understanding of your customer • High customer loyalty and enhanced• customer Enrich experience data with public data, tagging and semantics which leads to greater loyalty and higher brand equity. • Lower operational risk, cost effective,• fast,Actionable more efficient recommended customer business actions data management—leveraging previous technology investments • Increased collaboration over a single platform to facilitate information share enterprise wide and improve execution THE PRINCIPLE BENEFITS INCLUDE: • A unified view of all customer information, across the enterprise and multiple-channel • A holistic customer understanding and insights derived from social and transactional data • Improved direct customer engagement with highly personalized and contextual information • Sophisticated semantic capabilities to easily extract information from social unstructured data • The ability to collaborate internally in real-time with contextual customer data • Reporting and monitoring capabilities without traditional business intelligence drawbacks BUSINESS DASHBOARD AND KPIs Solutions Benefits: • Make smarter and more effective decisions with intuitive KPIs CORE SOLUTION CAPABILITIES • Gain insights into key customer behaviors and preferences • Provide one view of the customer, aggregating • Understand and align your product portfolio with customer needs structured and unstructured data from across • Easily measure and compare sales against business metrics the enterprise, by indexing data silos • Extract information from social unstructured data via sophisticated semantic capabilities The Intelligent Customer Analytics solution is built on Dassault Systèmes’ 3DEXPERIENCE platform, which has been built • Collaborate by “Following” users and receiving for and deployed at some of the most innovative companies “Notifications” on customers and business in the world, including insurance companies like EOVI and changes LALUX Assurances. Leveraging our heritage of innovation, • Enrich enterprise data with relevant public data Intelligent Customer Analytics addresses key insurance for a holistic view industry challenges including the provision of