Business Problem: Consumer behaviour is constantly evolving – specially since the pandemic. 66% of shoppers expect brands to understand their individual needs, while 80% are more likely to buy from a company that provides a tailored experience. In order to win customers, retailers need to unify customer data silos across channels & touch-points, generate insights to understand them better and curate tailored experiences. However, most retailers face critical challenges due to which they achieve poor customer engagement. Top challenges faced by retailers are -

Customer Data in silos (online vs offline silos, brand & department wise silos)
Hard to resolve duplicate identities in the absence of PII information (such as phone, email, payment info. etc.)
Incomplete insights on preferences & context due to lack of a single source of truth
Post-purchase insights of the customer journey often neglected

Our Solution: Unified Customer Intelligence, powered by Microsoft Cloud, enables retailers build a Single Customer View by unifying customer data silos across all touch-points by merging inside-out data with outside-in data (e.g. social media, product reviews, etc.), develop customer intelligence features beyond what's available in standard off-the-shelf solutions. This enables marketers fuel powerful marketing campaigns that can uplift conversion rates, average order value and brand loyalty. Key features of the solution are -

Identity Resolution (with live Customer360 orchestration)
AI based clustering for micro-segmentation
Look-alike segments (using 1st party data)
Affinity Intelligence (including Topic Affinities and post-purchase insights)
Propensity to churn, propensity to return a product
Next best Actions

Our Differentiators: Five reasons why our solution stands out are -

To enable Unified Customer Intelligence – we combine outside-in data with inside-out data, i.e. we not only restrict to transactions, search & browse, marketing data – but also look at external sources such as product reviews (marketplace), social media (sentiments), etc.
Our feature catalogue of customer intelligence brings capabilities beyond what’s available with off-the-shelf solution
We enable post purchase intelligence, often ignored by retailers – for e.g. predicting customer churn, predicting product return behaviour, deriving customer perception on delivery experience, in-store pickup experience, product availability, etc.
We bring industry leading partnerships of personalization leaders such as KIBO, that can leverage “Unified Customer Intelligence” to deliver hyper-contextual omni-channel experiences in real time
We can help retailers start small and gradually scale up by co-existing with existing data platforms (e.g. CDP)

Our solution benefits: Our solution can fuel powerful marketing campaigns to acquire new customers. retain existing loyal customers and drive the below KPI's

Omni-channel conversion rates
Average order value
Customer Lifetime Value

Feel free to connect with us to know more details about this solution offer

Unified Customer IntelligenceWipro Ltd

Unified Customer Intelligence

Wipro Ltd

Unified Customer Intelligence

Wipro Ltd

Unified Customer Intelligence
Wipro Ltd