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
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.
The Facts
-week project duration
use cases initially identified
tools reviewed
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