It's all about the customer.

 

We helped our client generate a 360° customer view by combining various data sources, applying advanced customer analytics and providing dedicated data-driven use cases.
Capabilities in charge

Digital Customer Transformation, Customer Analytics, Customer Strategy, Deloitte Analytics Institute

Case: Telecommunication Provider

The Insight

Customer-facing sales and service channels were isolated, so customer data was spread over numerous channel silos, and a complete customer view or interaction history could not be reproduced. In order to improve customer experience across all touchpoints and follow an omni-channel strategy, our client set their focus on more efficient usage of customer data and a better understanding of customer needs.

Our Impact

We implemented a use case driven approach to identify relevant fields, and prioritized as well as consolidated a target picture to derive an initial prototype. For the underlying big data environment, we analyzed tools and recommended data integration, advanced analytics and visualization. Finally, we developed a long-term vision for future customer analytics capabilities and business contributions.

 

Today’s customers expect personalized and context-aware interactions. A 360° customer view and leveraging it across touchpoints is vital.

 

Steffen Legler, Deloitte Digital Partner

The Process

We developed a prototype that highlights the key functionality and potential of Customer Journey Analytics. We improved efficiency and customer experience across touchpoints through highly relevant and context-aware insights. Overall, the client now gathers considerably deeper insights for channel and commercial steering through customer flow sequences.

Facts

The Facts

10

-week project duration

46

use cases initially identified

37

tools reviewed

Like what you see?

Let's get in touch!