Enhancing Customer Experience Through Data-Driven Solutions: A Case Study of Teradata and Celebrus
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Real-Time Location System (RTLS)
- Track & Trace of Assets
The Customer
Not disclosed
About The Customer
The customers in this case study are a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer. The bank was facing challenges in personalizing customer experience and managing it across all their digital channels. The UK Retailer was struggling with outdated aggregated data and a lack of granular digital data, which hindered their ability to understand and cater to their customers' needs. The European Multiline Insurer was having difficulty capturing insights from customers self-serving online due to the limited and outdated data they had.
The Challenge
The case study presents three different enterprises: a Top-5 Global Retail Bank, a UK Retailer, and a European Multiline Insurer, each facing unique challenges in enhancing their customer experience (CX). The bank was struggling with personalizing CX, requiring more granular detail in their data and analytics, and managing CX across all their digital channels. The UK Retailer was unable to maximize customer relationships due to a lack of insight into their customers' online activities. Their aggregated data was always 24 hours out of date, and they could only infer what customers wanted based on past behavior. The European Multiline Insurer was finding it difficult to capture insights from customers self-serving online. The limited data they had was typically 48 hours old, making it impossible to react to customers in the moment.
The Solution
All three enterprises turned to Teradata Vantage™ with Celebrus technology to improve their digital identity management and enhance overall CX. The bank used Celebrus to identify customers and package this into a dataset that was then put into a pre-built Customer Service Data Model within Vantage. Teradata applied AI and machine learning to figure out customer needs and made recommendations in real time. The UK Retailer used real-time Celebrus collection of customer data that was streamed into Vantage. The retailer could measure behavior directly in real time and know what customers were searching or browsing for right now via web, mobile, email, or SMS. The European Multiline Insurer deployed Celebrus to identify digital visitors and capture insights in real time. Teradata Vantage was deployed to support real-time decisioning and messaging. The solution was deployed in the cloud to enable rapid delivery of capability.
Operational Impact
Quantitative Benefit
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