Company: Tata Consultancy Services (TCS)
Company Description: TCS is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. TCS offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Marketing Solution – New
 Nomination Title: TCS Customer Intelligence & Insights™ customer analytics, real-time CDP, and loyalty management software solution
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 351 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
TCS Customer Intelligence & Insights™ (CI&I) for retail is an AI/ML-enabled customer analytics, real-time CDP, and loyalty management software solution built on an extensible platform with pre-built use cases for retailers to deliver hyper-personalized customer experiences, grow customer value, and achieve brand loyalty as an outcome.
CI&I real-time CDP delivers unified customer view
CI&I’s real-time CDP provides single customer views across channels and data sources using human-centric intelligent unification and makes it available to CI&I advanced analytics and other systems of insight and engagement. The real-time single customer view dashboard, deterministic and probabilistic matching, real-time data processing, and unified customer profile provide the foundation for hyper-personalized customer journeys.
AI-driven customer analytics turns data into actionable insights
CI&I uses advanced customer analytics, AI, and machine learning capabilities to give retailers a complete understanding of customers ever-changing behaviors, sentiments, preferences, and journeys. It enables them to identify key attributes and create detailed personas retailers can use to develop differentiated segments for hyper-personalized campaigns.
CI&I discovers and maps customer journeys, provides insights gained from retail interaction and transaction data, and extracts system-generated recommendations for improved cross-sell and upsell results. CI&I’s real-time customer sentiment analysis enables retailers to better understand customer needs, preferences, and desires and make decisions that increase customer satisfaction and loyalty. C&I’s multi-channel physical and digital engagement enables retailers to send personalized content to customers across several channels to meet customers where they are.
Intelligent loyalty management helps brands achieve loyalty as an outcome CI&I Loyalty Management uses data-driven insights to help retailers deliver innovative, personalized loyalty programs that build strong emotional connections, inspire customers, and drive loyalty as an outcome.
CI&I’s scalable, modular, and highly configurable AI-driven platform is designed to help retailers meet their loyalty goals today and into the future. It can complement existing loyalty systems by means of real-time APIs, transforming them into an analytics-driven, intelligent loyalty solutions that deliver personalized, omni-channel experiences that drive emotional loyalty.
CI&I loyalty management complements and extends the value of existing technology and data infrastructures with a flexible and modular technology platform that enables retailer to deliver frictionless experiences across all channels.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 16 words used.
Please refer to the link for more details on the press announcement: https://www.tcs.com/tcs-named-major-player-realcdp-idc-marketscape-cdp-institute-tcs-customer-intelligence-insights-software
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
The latest version Customer Intelligence & Insights™ for retail v3.0 was released on 12-Aug 2022.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 281 words used.
The sales of TCS CI&I are meeting expectations with growth well in excess of 30% YoY.
CI&I helps retailers deliver products, information, and experiences that increase customer satisfaction. Our implementation of TCS CI&I for retail- Loyalty Management has received a 91.43% CSAT score. TCS CI&I has also been positioned as a “Major Player” in the IDC MarketScape for Worldwide Customer Data Platforms Focused on Data and Marketing Operations Users 20221 report. TCS Customer Intelligence & Insights™ with real-time CDP software solution has also been certified as a RealCDP™ by the CDP Institute.
The IDC MarketScape recognition is based on TCS’ customer data platform capabilities. The IDC MarketScape recommended, “Consider TCS Customer Intelligence & Insights™ if one of the top challenges you are addressing is establishing a 360-degree customer view, managing customer data, or improving customer journey analytics and orchestration specific for your industry. Customers in the financial services, retail, and consumer brand industries looking for an AI/ML CDP backed by proven SI expertise should consider TCS a strong choice.”
CI&I has also been certified as a RealCDP by CDP Institute. The RealCDP certification is reserved for CDP platforms that successfully pass a comprehensive evaluation set forth by the CDP Institute, a vendor-neutral organization dedicated to helping companies manage customer data. The Institute recently conducted its RealCDP audit and awarded CI&I the 2022 RealCDP Certificate for meeting its rigorous standards.
“TCS’ CI&I is one of the few CDPs that offer Loyalty Management and Customer Analytics modules as part of its solution. With integrated AI, real-time next-best actions, and customer journey orchestration, CI&I takes a very analytical approach to building a CDP, it’s beautiful,” said Vernon Tirey, Principal, CDP Institute.
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