NGDATA Corp Presentation Public 04022015
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The document discusses how Lily Enterprise helps companies transform customer experience in financial services and communications. It does this by capturing customer behavioral data from various sources and translating it into metrics and preferences in real time. These are then used to deliver personalized communications to customers through the most relevant channels at optimal times. The system aims to offer customers the right message through the right channel at the right time by continuously monitoring thousands of customer metrics and signals. It claims to increase targeting precision by 10 times compared to traditional BI and segmentation approaches.
NGDATA Corp Presentation Public 04022015
- 1. Transforming Customer Experience in Financial Services and Communica9ons Experience the Difference with Lily Enterprise
- 2. 2 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission § Large data processing § ArDficial intelligence § Complex AnalyDcs and BI § Decision systems EXPERTISE About NGDATA § 60+ employees § Offices in the US and Europe § Flagship Product -‐ Lily Enterprise COMPANY § Technology § SoXware § System IntegraDon § ConsulDng ECOSYSTEM Transforming Customer Experience in Financial Services and Communica9ons § Global partnerships with pioneers and blue chip companies in Financial Services and CommunicaDons PRESENCE
- 3. 3 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission What We Do Transforming Customer Experience in Financial Services and CommunicaDons
- 4. 4 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Vision Data available is a huge opportunity to lead transforma6on • Financial Services have many digital touch points with their customers where they can drive communicaDon • Financial Services don’t want to put communicaDon in the hands of third parDes, such as technology companies that could become compeDDon
- 5. 5 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Relevancy – What Customer Experience is All About ... What everybody says, but nobody can deliver... OFFER THE RIGHT PERSON THE RIGHT TIME THE RIGHT CHANNEL THE RIGHT IMPROVED FREQUENCY IMPROVED SEPARATION
- 6. 6 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Customer Experience is about RELEVANCY OFFER THE RIGHT PERSON THE RIGHT TIME THE RIGHT CHANNEL THE RIGHT IMPROVED FREQUENCY IMPROVED SEPARATION FAMILY THE RIGHT
- 7. 7 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Data/Models Lily: Opera9onal Customer Analy9cs Within the Current Enterprise Architecture – Improving exis6ng BI landscape Opera9onal Systems External Data Contract/Product Data Customer OperaDonal Data Reference Data Repor9ng / Analy9cs Enterprise BI and reporDng Enterprise AnalyDcs ApplicaDons MarkeDng and Social Data Customer InteracDon Data Campaign Data ERP/CRM Data Data Warehouse Data Service Desk Customer CRM and IVR Systems Web and Mobile Mobile Apps Customer Website Channel / Campaigns Mail SMS Print Broadcast MarkeDng Campaign Mgt Sales Office Agent / Advisor Structured Unstructured Online Feedback External Social Partner Apps Partners Apps Social Media Structured Unstructured Input
- 8. 8 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Lily Enterprise Connect with your customer through a relevant offer Preferences AffiniDes Context Behavior Trends in Core Metrics and Preferences trigger relevant communications in all digital channels3 Lily captures first and third party Customer Behavioral data, immediately translated into Core Customer Metrics and Preferences in Real Time1 Core Metrics and Preferences actionable on individual customer level, continuously available for personalized customer communications2
- 9. 9 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission GeMng to the RIGHT data for customer iden9ty and ac9onable profiles: Lily Makes the Difference: Intelligently Handling Big Data and Building Customer DNA in Real-‐Time • Lily uniquely builds Customer DNA, keeping a detailed record of individual customer behavior • Contains factual informaDon and interpreted data -‐ translated into specific KPI’s kept up to date in real Dme • Numerical and normalized for immediate use in learning models, business process and analyDcs • Consists of thousands of metrics, key markers, monitory CLV,… • Keeping track of all metrics over Dme allows to take Dmely acDons on signals, trends, excepDons, values,... • GeneraDng a complete understanding of the customer, delivering immediate results
- 10. 10 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Customer DNA is based on Interac9on data Monitor Customer behaviour translated into DNA metrics
- 11. 11 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Put into Prac9ce at the Customer Increased customer value and reduced helpdesk calls Proactively predict who is going to call and what their issue will be... And take action before they call HAPPY CUSTOMERS FEWER CALLS HUGE SAVINGS A personally relevant video is delivered based on: • Customer data • Specific soluDon • Preferred products RESULTS
- 12. 12 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Why the Big Difference? Two big data principles impact your business: Individual & Signals “ Simple models and a lot of data trump more elaborate models based on less data” Peter Norvig, 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 50 40 30 20 10 5 2 1 Mass Individual Lily: performance plot reaching > 60% Current soluDons (e.g. DW/BI) AverageTargeting Precision Data from a large banking organization using Lily Segmentation Opportunity Window ACTION Current BI based Attrition reporting Customer portfolio size Lily attrition score (continuous) Trends are more important than Values OFFER THE RIGHT PERSON THE RIGHT TIME THE RIGHT CHANNEL THE RIGHT Targeting Precision Increased x10 Spot the right moment for each individual customer
- 13. 13 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission Customer Experience: Use Cases Enterprise side of the equa6on: “CLTV” CUSTOMER LIFETIME ATTRITION ACTIVATION MARGIN PERSONAL ADVISE CUSTOMER SUPPORT UP SELLING PERSONAL ADS PARTNER PROGRAMS RISK PROGRAMS CHURN REDUCTION ACQUISITION 360 view for advisor Content recommendaDon Micro campaigns Anonymous Call predicDons Script recommendaDons Online offers 121 Campaign Personalized ads Personalized Social Support partners apps Merchant offers AlriDon programs IdenDfy Fraud
- 14. 14 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission How You Measure Success IMPACT
- 15. 15 Copyright 2015 NGDATA ®, Inc. ConfidenDal – DistribuDon prohibited without permission NGDATA Answers The “Impossible” Ques6ons ▪ Who is going call… and for what? ▪ Who is going to buy... what? ▪ Who is going to churn… and when? ▪ Who should I contact… and how? ▪ How do I add value… for whom, when and through what channel? ▪ Who will buy my product X… today? ▪ What does Customer A want… now? NGDATA helps you to be RELEVANT for your customer
- 16. Thank You